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.

As part of the CSS Applications Team, you will:
- be involved in all our perimeters, from incident handling to project management
- get introduced to our omnichannel ecosystem (emails, chat, phone, social networks),
- ensure the business continuity by upskilling on our tools and providing L1 support to operations: pre-sales, after-sales and seller support.
- be in contact with external partners (editors, integrators) and internal peers (tech, product, data teams) in coordinating continuously improving our solutions and launching new projects, including IA-based.

Your main responsibilities will include:

Support/Run:
- Provide support to end-users by skilling up on our main tools (Zendesk, Diabolocom, iadvize, ZohoCRM+, Alcméon + internal tools)
- Participate to new projects, tests on implementations
- Select, test and apply patches/upgrades/new versions together with key users

Optimisation/Efficiency:
- Assist Application Program Managers in running our customer tools such as Zendesk, Diabolocom, iadvize, ZohoCRM+, Alcméon…
- Implement identified improvements for better productivity (AI based projects)
- Assist the team in revamping one of our central tools
- Coordinate the implementation/migration projects with all the internal departments involved (IT,product, Legal, BI, Operations, Finance…) and the editors, acting as a business advocate.
- Work closely with our Data Ops team in order to ensure a smooth data integration/structuration and get a nice data model for KPI handling and caring.
- Work closely with the Product (and Tech teams) to define improvement opportunities, needs and releases to be developed, tested and implemented
- Translate the operational/business needs into functional specifications

Requirements/profile:

Must haves:
- Teamplayer with great team spirit,
- Good communication skills,
- Caring for others.
- Autonomous, creative and adaptable (desire to work in a fast growing environment/start-up)
- Humble and curious, with a big appetite to learn, discover and experiment.
- Doer profile - not afraid to DO, participate and help others / you are not afraid to take initiatives and offer new solutions. “Hands-on”
- Excellent digital culture, product management approach and Data Driven on decisions.
- Fluent in English, French mandatory

Nice to have:
- Technical skills: (e.g.: be able to train external AI models with some specific CSS oriented data sets in order to empower our own customer service)