Founded in France in 2013, ManoMano is the European leader in online DIY, home, and garden. Co-founded by Philippe de Chanville and Christian Raisson, ManoMano, by bringing together more than 5,000 merchants, offers the largest range of DIY & gardening products online, with over 19 million references. ManoMano operates in 6 markets (France, Belgium, Spain, Italy, Germany, United Kingdom).

Proud to be part of the Next 40 since 2019 (Top 40 French startups), ManoMano aims to reinvent the DIY, garden, and home experience by providing our customers with a one-stop solution for easy access to innovative advice, products, and services online.

Joining ManoMano is also and above all a great personal experience where global projects and core values are supported by individual skills. Our camaraderie, our efficiency, and our employee-centered mindset (it's essential to us!) have led ManoMano to be recognized for the optimal working conditions we offer.

MISSIONS

ManoMano’s priority is to deliver the best-in-class Customer Experience and aim to become a leader in this area. To reach this objective, we seek to deliver an irreproachable service, particularly thanks to innovative tools and optimized Customer and Seller Support.

Within the ‘Customer Service & Seller Support Operations’ team, the Process Excellence team is part of Operations Excellence and transversal to the organisation. It is dedicated to improving the performance of the resolution of Customer & Sellers requests, and assessing the impacts of any new feature (tech, payment method, customer account…) for the +200 agents in the scope.

As part of the Process Excellence team, you will have a transversal scope and will be actively participating in the tactical plans for the CSS team, providing insights, building or improving new processes, and contributing to tactical projects to reduce costs.

Highly motivated, you are business oriented and interested in lean management and project management. Eager to learn and grow in a fast paced, dynamic environment, you are a team player with impeccable communication skills.


Your missions will include:

Lean management: Definition and improvement of processes in your scope
- Monitor process performance through analysis of KPIs (Time to resolve, Customer Satisfaction, productivity…)
- Define new resolution processes and standards with business partners
- Drive improvements thanks to feedback mechanisms, Kaïzen and root cause analysis
- Contribute to the organisation of workshops to conduct changes

Ensure that agents have all the skillset & materials required to manage their activities
- Create mechanism to maintain documentation as the single source of truth
- Structure training for teams
- Adjustment of quality mechanisms


Profile required
- Enrolled in a top Engineering or Business school, with an eventual first experience in a continuous improvement project management
- Fluent in French and English
- Experience using data and metrics to drive improvements
- Full autonomy in problem-solving
- Ability to synthesise and good writing skills
- Seller & Customer centricity