Senior After-sales Process Manager
Il y a 3 mois
Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 countries (and counting).
Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.
Be part of an exciting and growing international adventure that will change the way the world consumes tech.
**About the role:
The Logistics and Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat) buying brand new products at every step of their journey.
A crucial aspect of this mission is addressing delivery issues. The Senior Logistic After-Sales Process Manager will oversee the entire customer journey for cases involving missing, stolen, or damaged products during transit.
The primary objective of this role is to enhance customer satisfaction while maintaining cost efficiency for Back Market. You will be responsible for improving the quality and processes of our outsourced customer service agents with our business partners (BPOs). Additionally, you will lead customer concession policies and manage a significant portion of our customer experience P&L. Collaborating with the product development team, you will ensure our website and tools support our objectives.
**YOUR MISSION (IF YOU ACCEPT IT)**:
- Lead efforts to improve customer satisfaction for those facing delivery issues.
- Develop and implement new processes to boost customer service quality and efficiency.
- Oversee the performance of our business process outsourcing partners, ensuring continuous improvement through training and content creation.
- Manage customer concession policies tailored to different customer profiles and handle high-level escalations directly.
- Play a key role in detecting and preventing logistic fraud.
- Work closely with internal teams and our carrier network to enhance logistic services and prevent delivery incidents.
- Partner with a product development team to drive technological improvements.
**YOU ARE IN THE RIGHT PLACE IF**:
- You are fluent in English and French
- You have 6+ years of experience with a proven track record of operational project management, driving high impact projects to completion.
- You have experiece working in best in class customer service organizations or relevant consulting and process managenment experience.
- You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts.
- You work collaboratively on a team while exhibiting a strong sense of ownership.
- You have a strong knowledge of the e-commerce industry and have high customer experience expectations.
- You have preferably worked in a start-up hyper growth environment.
- You are solution oriented, focused on quick results and lean approach
**WHY SHOULD YOU JOIN US ? ✌**
- **A meaningful job**: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts
- **A meaningful company**: we became a mission-driven company in January 2022.
- **Be part of a worldwide growing company **based in Europe, the USA and Asia to face **great challenges**: you will have the freedom to innovate and adopt new ideas
- **Work alongside passionate experts**:who will share their knowledge and help you develop and grow in your career.
- **Grow your career**: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1
- **Leadership Academy by Back Market**:“be a coach not a dictator” is at the core of this program We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is an unique experience we take by heart.
- **An attractive salary, equity and a host of benefits including**: Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc
- **Remote friendly company**: up to 2 days of remote work per week
- **One Loving Tribe**: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
- Be part of one of our **Employee Resource Groups **createdaround shared identities, common backgrounds and/or special interests crafted to be a safe space and an expressive outlet.
- **Several internal events**: The Monday Brief (weekly)/ The Somehands (monthly)/ The All Hands (annual).
- **We’re her
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