Junior Cx Operations Manager

In less than a decade, ManoMano has become a key player in the home improvement and renovation sector.

Founded in France in 2013 by two French DIY enthusiasts amazed at the lack of digitalization in the market, ManoMano is now present in 6 European countries (France, Belgium, Spain, Italy, Germany, UK), federates over 5,000 sellers and now offers the widest range of DIY and gardening products online (+19 million products references).

Motivated by the prospect of improving the living environment of their customers and convinced of the importance of the home market for sustainable consumption habits, the ManoMano teams want to help write a new page in their industry, which is struggling to reform itself. ManoMano brings to a highly technical world the power of its sector expertise, combined with that of data and digital in all its dimensions, to offer our customers easy access to innovative advice, products and services 100% online.

The ambition of the Founders and, above all, of Manas & Manos? To accompany this sector transformation with a strong culture of boldness, in an ingenious and frugal organization that places people and teams at the heart of the company's development.

**Context**

**Are you passionate about enhancing CX and improving operational efficiency? Join us in shaping the future of our marketplace**

ManoMano aims to provide a best-in-class Customer Experience (CX) and to become a leader in this field. To accomplish this, the company has made a strategic pivot towards a customer-centric approach, focusing on encouraging repeat purchases from customers.

As an Operations Performance Manager, you will play a pivotal role in transforming our processes to ensure exceptional experiences for our sellers and their customers. You will collaborate closely with our PM Data & IA team to identify opportunities for automation and simplification, focusing on delivering tailored solutions at the category or product level.

**Key Responsibilities**
- Lead initiatives to refine internal processes that evaluate seller performance. Simplify tools and workflows, striving for continuous improvement in CX.
- Identify and leverage synergies between our Marketplace and internal logistics to create a seamless, quality-driven experience.
- Proactively address potential operational challenges during peak sales periods (e.g. commercial operations). Collaborate with internal teams (transport, account management) to develop action plans.
- Manage effectively operational incidents (e.g., strikes, severe weather) to minimize impact on the CX.
- Assist our Account Managers with the necessary tools and data to advise sellers on enhancing their CX.
- Identify key CX offenders, implement dedicated monitoring, and implement action plans in collaboration with the Commercial Team to help them improve. You’ll be involved in decision-making meetings with our strategic sellers.
- Guide new sellers in delivering outstanding CX through innovative materials including best practices in terms of catalog management and integration.
- Contribute to cross-functional projects aimed at enhancing CX (e.g., Order Tracking Improvement, Delivery Promise, Product Quality).

**Profile**
- Degree at Bac +4/+5 level from business/engineering school (or equivalent).
- Experience in the e-commerce sector (from 0 to 2 years).
- Customer-centric and solution-oriented.
- Autonomous, proactive, and detail-oriented.
- Strong analytical skills with the ability to synthesize and explain analyses.
- Solid Excel skills.
- Excellent communication skills in French & English.
- Experience with SQL and/or CRM is a plus.