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Back Market
Back Market

Country Care Manager

Permanent contract
Barcelona
Salary: Not specified
No remote work
Experience: > 5 years

Back Market
Back Market

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Job description

Back Market is the world’s leading refurbished electronics marketplace with a team of more than 650, powering operations in 16 countries (and counting!).

Back Market is undergoing meteoric growth and has raised $884 million, with a valuation of $5.7 billion. Our mission is simple: empowering people to buy tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact.

Be part of a great and growing adventure that will change the way the world consumes tech.

Freeing the planet from electronic waste, leading the shift towards a circular economy, and building a billion-dollar tech company are three solid reasons to wake up in the morning.

Founded seven years ago in Paris, Back Market is the world's first online marketplace dedicated exclusively to second-hand electronic devices. We connect certified professionals specialising in the refurbishing and resale of used electronics with consumers looking for a more affordable, reliable, and environmentally-friendly alternative to buying new.

The Quality and Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat!) buying brand new products at every step from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after sale service, if necessary.

A key part of this mission is to help our Spanish customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • The starting point is the customer frontline (BPOs). The CCM will gather data and inputs to highlight improvements on cx, escalate systemic issues and influence the company strategy for cost, revenue and future growth. The Country Care manager will be responsible in front of COMEX and GMs of the performance for CARE of their specific country, as well will work on World Wide (WW) projects to improve 1) BPO efficiency/quality 2) Cost/weight on P&L 3) Customer culture. Specifically, the CCM role invest 4 main areas: Strategy consultant, Tactical partnership, Customer and culture ambassador, WW Project management.
  • You are accountable for Spain Customer Care KPIs, contact rate, customer satisfaction and agents efficiency, you identify key projects to improve those KPIs and run those through completion with your team
  • You identify and prioritise projects that will have strong impact on the customer experience journey
  • Drive your projects from data driven business case and internal buy-in through completion collaborating with many internal teams.
  • Gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects in the right priority order
  • Find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions
  • Convert complex and deep dive analysis that you will lead into concrete and short-term oriented actions with strong impact
  • Find the right balance between short term quick wins and long term key foundation projects- Tools: select, implement and run specific tools for Spain (chat, phone, chatbot...)- Analysis / Action plan: analyse performance and drive specific action plans for SP market- Macros / templates: adjust all "draft response" to the Spanish market (not just translation but making sure we change our response and processes to provide the right response at the right time- Benchmark: benchmark competition and look for SP best practices- Charter: adjust the German charter / Customer CGV.
  • Build strong relationship with the other team members of the Customer Care team
  • Build strong relationship with the training team to fully leverage the impact of processes over Customer Care performance
  • Build strong relationship with the Technology team to work hand in hand with them.

    • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 6+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects)
  • You have experience in best-in-class customer service organisations
  • 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
  • You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts
  • You’re a fantastic team player, thriving in an international environment.
  • Project Management skills
  • Strong analytics skills
  • Excellent verbal and written communication, track record of successful presentation to Senior Leadership, leading to high impact
  • Fluent in both English and Spanish (Portuguese is a plus!)
  • Outstanding influencing skill: track record of working successfully with multiple functions and to align diverse teams on a common goal.

    • 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. 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.

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