Manomano recrute un(e)
Sellers Operations Manager France
CDI • France
Cette offre est lié au département Customer seller support
Mots clés:
SQL
Operations
At ManoMano, we bet on passionate and innovative people! Are you looking for a great environment to grow professionally and personally ?
Join us in this tremendous adventure !
ABOUT
Launched in 2013, ManoMano is the European leader specialised in DIY, home improvement and gardening online. ManoMano brings together the largest offer of DIY & gardening online products(e)With more than 3600 seller partners, 10 million products, 7M active customers and 50M unique visitors per month, ManoMano is a disruptor of online home improvement, DIY and gardening across 6 countries : France, Belgium, Spain, Italy, Germany, United Kingdom.
ManoMano was valued at $2.6 billion and reached Unicorn status in July 2021 after $725 million raised 8 years after its creation.
ManoMano also works for the pros with ManoManoPro, a unique platform designed to make life easier and free building craftsmen from their daily constraints(e)Currently in France, Spain and Italy, the BtoB activity saves craftsmen time by revolutionizing their purchasing processes.
We currently are more than 900 Manas & Manos, including a quarter of international talents and 24 nationalities, working in our 4 offices (Paris x2, Bordeaux and Barcelona).
Our vision, as a responsible European B2C and B2B industry leader online, is to offer a unique value proposition on our HI markets, beyond product to services, to be an A Brand(e)Our ManoMano way of life, within business hypergrowth, is to always keep the human dimension at its right place(e)Empowering people to responsibly make their own kind of world is our mission.
OUR COMPANY CULTURE đź’™
People are at the heart of ManoMano’s culture around our 3 core values : boldness, ingenuity and care.
As part of the Seller Support Team, and working directly for Lead Seller Support, you will play a key role in the long term improvement of the Seller Experience, working within an essential service to ensure the growth of ManoMano(e)You will demonstrate end to end ownership of every seller interaction coupled with proactive problem solving.
Responsibilities include: (i) supporting international sellers during the technical onboarding, (ii) bringing them day to day technical and operational support, (iii) supporting their growth and long-term success in the marketplace and (iv) participating in the improving processes and standards of the seller support team(e)This role will allow you to acquire competencies in all stages of the marketplace’s seller lifecycle.
The ideal candidate will have a seller-oriented and customer-obsessed mindset and strong motivation to build a career in e-commerce(e)The ideal candidate is enthusiastic, detail-oriented and demonstrates ownership at his organization level.
Your missions will include:
* Onboarding new sellers:
- Onboard our sellers: integrate their catalogues and configure their order management systems on the marketplace;
- Guide our Manufacturers and Brands since the early stage of the onboarding process assess the technical integration with the manufacturer system (ERP, API, integrator), organise order testing, show efficient communication skills to find solutions with top management and technical experts on the seller side;
- Deal with connectors and integration’s partners (Lengow, Scaledev, etc.): acquire knowledge on the solution proposed and coach the seller on it.
* Support & Account Management:
- Operational management and support of our seller’s accounts: support them in the technical and operational set-up of their ManoMano account: carrier pricing grids, products categorization, stock management, order management, etc(e)by showing ownership, solution-oriented approach and driving the discovery of quick wins and workarounds to ensure seller satisfaction while working on the long-term root cause resolution(e)Maintain high performance metrics such as SLA, Time to Resolve and Productivity(e)Provide proactive spare extra training and content after support cases to prevent potential mistakes;
- Ensure the adoption of new seller’s tech tools in a proactive mode and contribute to their continuous improvement by providing feedback and working closely with the tech teams in case of incidents;
- Help our sellers grow their business by improving our Customer Experience: monitor and ensure operational excellence of our sellers;
- Ensure proactive coaching to drive long-term business growth by improving CX and delivery promises.
* Projects & Initiatives:
- Participate in transversal initiatives with several internal stakeholders (Customer Service, Commercial teams, Logistics, Tech);
- Contribute to the creation and optimization of the team’s tools and processes (SOP, Demos, …) and participate in building up our internal knowledge base.
Profile required:
- Native or bilingual in French;
- Previous experience in e-commerce or support services is a plus;
- 100% seller-as-a-customer-oriented;
- Proactive, autonomous and flexible (capable of working in an ever-changing environment);
- Curious with a strong desire to learn;
- Knowledge or strong willingness to learn and work with technical tools (API, HTML,PIM, integrators etc.), data-driven mindset and SQL skills will be a strong plus;
- Team spirit and excellent relationship skills.
At ManoMano we are dedicated to building an inclusive and diverse workforce where each individual can grow.
We respect and value the richness of varied cultures, perspectives, skills and experiences within our teams which is why we are looking for talented people from all backgrounds.
The information collected on this form is recorded in a file used by ManoMano - Colibri SAS so that we can process your application.
The data is kept for 2 years from the date of your application(e)You can access your data, rectify it, request its deletion or exercise your right to limit the processing of your data(e)You can also exercise your right to the portability of your data(e)Consult the cnil.fr website for more information on your rights.
To exercise these rights or if you have any questions about the processing of your data under this scheme, you can contact our data protection officer by writing to dpo@manomano.com.
If, after having contacted us, you feel that your "Data Protection" rights have not been respected, you may submit a complaint to the CNIL.