Back market recrute un(e)

Senior Project Manager (Repair Services)

CDI • Paris, France

Cette offre est lié au département Customer care & quality & services

Mots clés:

Project manager

SQL

Senior

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste(e)We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.

Back Market is undergoing meteoric growth and has raised over 884M€ already! We have the objective of reaching 1000 Back Makers (or Saboteurs) by the end of 2022!

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, Barcelona, Berlin, London, Prague, New-York and Tokyo)(e)This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation.

Be a part of the movement(e)Join the refurb revolution.

Within the Operations team, you will work in the Quality Services business unit(e)You will integrate the team in charge of Repair Services, which helps our clients repair their defective products fast and at a high quality level(e)

You will manage the team in charge of developing our BackRepair service in Europe, allowing sellers to outsource their in-warranty repairs by giving the opportunity to their clients to repair their devices in physical shops.

BackRepair allows Back Market to:

- Improve our customer satisfaction and loyalty

- Decrease refunds by providing sellers with affordable repair solutions

- Differentiate from competitors on the Refurbished market and create strong barriers to entry

- Diversify sources of revenues and improve margin rate

YOUR MISSION (IF YOU ACCEPT IT): ?

Work with the Repair Operations team (in charge of building Back Market’s repair network) to partner with repairers
Define attractive and profitable pricing grids for our sellers and build the EU business plan in close collaboration with our Supply and Quality teams(e)
Monitor the financial KPIs of the BackRepair service and ensure we reach our targets
Ensure the service adoption by promoting the service to our sellers and raising our quality standards
Monitor and optimize seller satisfaction
Maximize retention by communicating frequently with sellers
Collect our sellers’ needs and make data-driven recommendations to the Repair Operations team
Participate in building and sharing the Vision of what BackRepair will become in the next 4 years, to further improve Back Market customers’ experience and differentiate vs our competitors
Communicate internally on the vision and success of the service, to secure new resources for your team
Work with Back Market’s engineers and the Repair Operations team to define and follow the roadmap allowing to launch new features

YOU ARE IN THE RIGHT PLACE IF: ⭐

You have +5 years experience in building processes / managing projects
You are fluent in english
You have a first experience in a Customer Care department
You are comfortable with data & reportings: Excel is a must; SQL and Zapier are a big plus
You have experience in managing projects from A-Z
You have an excellent verbal and written communication level and a track record of successful presentations to Senior Leadership
You have the ability to design and implement new processes and facilitate user adoption
You enjoy creating vibrant learning environments
You are organized, structured and have a lot of drive with a can-do / will-do attitude.

RECRUITMENT PROCESS: ?

Phone interview with Lucie, our Talent Acquisition Manager
Technical Test
Interview with Alexandre, Senior Lead Refurbishment Services
Interview with Youenn, Director of Customer Delight & Operations
Interview with Raoul, COO
Interview with Thibaud, co-founder and CEO

WHY SHOULD YOU JOIN US ? ✌?

- A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence(e)It counts!

- An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc…

- Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

- Grow your career with a flexible career path, Back Market can help you evolve!

- A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

- We embrace work life balance which includes flexible working hours and the opportunity to work from home.

- A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.

Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.