Senior After-Sales Process Manager
il y a 2 semaines
As a Senior After-Sales Process Manager at Back Market, you will play a crucial role in ensuring our customers have the best possible experience when dealing with delivery issues. Your mission will be to enhance customer satisfaction while maintaining cost efficiency for our company.
Key Responsibilities- 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 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 experience working in best-in-class customer service organizations or relevant consulting and process management 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 the 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.
- We're a mission-driven company that's committed to empowering people to consume tech sustainably.
- We're a fast-paced, open-minded, and friendly environment that values diversity, equity, and inclusion.
- We offer a range of benefits, including an attractive salary, equity, and a host of perks.
- We're a remote-friendly company that offers flexible work arrangements.
- We're committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives.
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