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Back Market
Back Market

Head of Customer Satisfaction Japan - カスタマー・エクスペリエンス担当

Indefinido
Tokyo
Salario: No especificado
Sin trabajo a distancia
Experiencia: > 5 años

Back Market
Back Market

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El puesto

Descripción del puesto

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. 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, New-York, Prague, Berlin and Tokyo). 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. Join the refurb revolution.

The third-biggest economy in the world, with a strong e-commerce second-hand market, Japan is the first strategic country Back Market expanded in Asia.  Reporting to the Country Manager Japan, you will be responsible for the Japanese customer experience and satisfaction. 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.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Be accountable for Customer Satisfaction KPIs: Contact rate, On-Time Delivery, Return Rate, After-Sales Customer Satisfaction rate
  • Identify and prioritize projects that will have a strong impact on the customer satisfaction journey and will improve those KPIs, and run those through completion
  • Build the Customer feedbacks collection processes and gather them to make sure we keep capturing the Customer Voice and address projects in the right priority order
  • Improve and/or create dashboards to better follow and understand the Customer Experience KPIs
  • Outsource the Customer Service team, to scale our Operations while maintaining the same level of Customer Satisfaction
  • Collaborate with the Sales team and design common recommendations to decrease the Return Rate and improve the OTD
  • Work hand-to-hand with the Product team to implement your solutions
  • Build the Back Market Customer Experience organisation in Japan: hiring, career path, compensation

    • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have a minimum 10-years experience, including at least 5 years in an e-commerce environment with a proven track record of operational project management
  • You have a first experience in a B2C Satisfaction oriented position, and a deep understanding of the marketplace business model
  • You have at least one international experience, ideally in a best in class EU or US company
  • You are a native Japanese speaker and fluent in English
  • You have an entrepreneurial mindset and you love fast-paced and highly collaborative working environments
  • 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 the highest impacts

    • RECRUITMENT PROCESS: 📅

  • Interview with Alexis, our Director of Operations and Growth Asia
  • Interview with Emeric, Principal Product Manager APAC and Yu, Head of Sales Japan
  • Interview with Raoul, our COO
  • Interview with Thibaud, our 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. 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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