French symbol of elegance and refinement, Aubade Paris is the result of a delicate alchemy combining a demand for quality, expertise in corset, a constant search for new materials, shapes, colors, a sharp analysis of trends fashion and long passion for women.

Aubade ecommerce is growing fast in an international evolving environment: more than 60 countries are delivered in the world through own websites and market places.

We are looking for a positive, customer centric and creative Customer Care Manager to join our Ecommerce/ Customer Care department and report to the Head of Ecommerce in an international environment.

    Key Responsibilities

1/ Back office Management

• Organize the planning with the warehouse: send the ecommerce orders forecast to the warehouse manager, ensure the organization between back-office team and the logistic team
• Control and validate the invoices
• Ensure the order validation for Amazon

2/ Customer care management

• Dispatch the customer requests
• Ensure the quality of responses & delays
• Answer to the customer requests
• Solve the specific customer cases
• Ensure the quality control with the design team

3/ Reportings

• Animate and analyse customer care reportings : volume of requests, response time, customer satisfaction rate

4/Process

• Optimise tasks & processeses
  o Within the team
  o At the warehouse
  o Suggest technical and UX optimization on the website

5/Team management & Planning

• Management of existing team
  o Manage a team of +6 people
  o Define the planning according to the workload
• Recruitment
  o Recruit new people when it is necessary
  o Organize the integration and trainings

Essential skills, qualifications and experience:

• Strong organizational skills and the ability to plan and prioritize work effectively
• Reportings
• A passion for customer experience & satisfaction - analyzing rates & reviews
• Management skill
• Strong communication skills with a strong sense of teamwork
• Ecommerce mindset
• Think out of the box
• Knowledge of Magento, Zendesk is a plus
• English is required
• German is a plus