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 specialized in DIY, home improvement and gardening online. ManoMano brings together the largest offer of DIY & gardening online products. With more than 4000 seller partners, 16 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. 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 3 offices (Paris, Bordeaux and Barcelona). 

As a DIY European leader, we have a strong mission : we are free to invent a sustainable future and committed to build it today; together with our employees, partners and customers we are hands-on to improve our homes for tomorrow.

We are free to invent a sustainable future because we have the freedom to decide on the course of our business: we are trend-setters, and we want to be the builders of a more sustainable, exciting and living future. 

We are committed to build it today because there is an emergency regarding our planet. Together with our employees, partners and customers we are part of an ecosystem: the more we embark, the more it will lead to an enhanced impact. 

We are hands-on because we are doers and committed builders, it’s in our DNA. Make our homes better for tomorrow is at the heart of our business, at the heart of our lives and one of the biggest levers of positive impact on people’s carbon footprint.

OUR COMPANY CULTURE 💙

People are at the heart of ManoMano’s culture around our 3 core values : boldness, ingenuity and responsibility. 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 !  

ManoMano wants to offer an exceptional customer experience (CX) and be a leader in this field. For this, as a trusted intermediary, ManoMano must manage the quality of service offered by its sellers (mainly, but not only, on delivery efficiency and after-sales service). The Sellers Quality Team is dedicated to ensuring a top-of-class CX is offered to all ManoMano customers and is looking for Program Managers. 

The Sellers Quality team is looking for an apprentice to help the Senior and Lead Program Managers define the level of CX we want to offer our customers and ensure that our sellers offer a seamless & flawless experience to our customers in all our platforms in Europe. 

As an apprentice Program Manager, you’ll define and build the relevant metrics and processes to assess seller performance and take actions when necessary. You’ll also work closely with our product and tech teams to implement projects that will support our sellers in meeting the objectives you set.

In particular, you will have the following missions:

Project management:

- Become an expert on customer experience and seller performance challenges and drive continuous improvement in delivering best-in-class customer experience while the business continues its rapid growth. 

- Identify opportunities to improve pre-sales and after-sales customer experience, participate in and coordinate the solution definition process, the seller’s adoption, and monitoring. 

- Participate in end-to-end strategic and transversal projects involving several business and tech stakeholders (product, commerce, transport, customer service …) 

Sellers ops and performance:

- Monitor and report on a weekly and monthly basis all KPIs related to CX and sellers' performance, and leverage data to find root causes for improvement or degradation of any KPI

- Build and implement innovative initiatives to identify a problem before it occurs, automate resolution processes where appropriate, and, if necessary, proactively involve ManoMano's customer service in customer-sellers exchanges to speed up the resolution process;

- Support our account managers and seller support teams by providing them with the tools and data necessary to give valuable advice to the sellers in their portfolio on pre- and post-sales customer experience topics (delivery promise and execution, CS management, reverse logistics, etc.)

Profile required:

- Coming from a Business or Engineering school, you have a first experience in project management, ideally in a fast-evolving environment.

- You are attracted by e-commerce and new technologies, and are very interested in customer experience

- You are a fast learner and hands-on, and you don’t mind going out of the original scope of your responsibilities to achieve your objectives

- You have empathy and the ability to put yourself in “Customers shoes” and “Sellers shoes” 

- You are an excellent team player and know how to involve stakeholders in your projects

- You think outside the box to propose innovative ideas even on the simplest things

- You are known for your rigor and analytical skills, and also have developed strong interpersonal skills during our previous experiences;

- You are mastering Excel and ideally have SQL notions;

- English and French bilingual, another ManoMano language spoken (Italian, Spanish, or German) is a plus.

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. You can access your data, rectify it, request its deletion or exercise your right to limit the processing of your data. You can also exercise your right to the portability of your data. 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.