Customer Service

Continuous Improvement Manager - Support Operations (H/F)

  • Type de contrat : CDI
  • Lieu : Paris, France (75010)

À propos


ManoMano is a French company which was launched by Philippe de Chanville and Christian Raisson in 2013, and has since expanded to serve customers across 6 countries (France, Belgium, Italy, Spain, UK and Germany). Just six years after launching our business and after successfully raising 235 million euros in 2019/2020, our staff numbers have tripled, and there are now 450 ‘Manos and Manas’ working here. Care to join us?
We have made it our mission to radically reshape DIYing by offering our customers easy access to online tips, tricks, products and services. We currently carry over 4 million products on our website, and work hand in hand with some 2,200 sellers.

In 2016 we received the IMC Gold Award for e-commerce, as well as EGB’s Innovation prize, and were also invited to join Google’s VIP Scale-Up programme (top 10 French start-ups). We were recently dubbed a “French Unicorn in the making” by Forbes, and as such we are looking for bold, talented individuals to help take our company to new heights!
Joining us is above all a personal experience, one in which a global project and core values are underpinned by individual skills. Our camaraderie, efficiency and employee-focused mindset (which is particularly important to us!) have led to our company becoming renowned for the optimal working conditions we provide: in fact, we are among the top 5 French companies with the best work-life balance!

Descriptif du poste

ManoMano’s priority is to deliver excellent Customer Experience and aim to become a leader in this area. To reach this objective, we seek to deliver an irreproachable service, particularly thanks to an innovative and optimized Customer and Seller Support.

Inside the ‘Customer Service & Seller Support Operations’ team, the Quality team is transversal to the organization, tackling issues for different teams from Customer Service and Seller Support to Presales advice. Our role is to build develop efficient processes, measure performance and optimize customer satisfaction and resolution time.
The Continuous Improvement Manager will be in charge of auditing processes, building methods to identify improvements and implement process standardization and mechanisms such as gemba walk, Kaizen and Sake events.
Finally the Continuous Improvement Manager will be expected to create the continuous improvement culture throughout ManoMano.

Your main tasks will include:

  • Definition of operations standards
  • Analysis and monitoring of business processes
  • Process documentation
  • Implementation of various optimization methods
  • Transversal projects (Tools, Productivity…)

Profil recherché


Business and / or analytics background, bac + 5 or equivalent
+2 years experience in an analytical position (Consultant, Analyst…)
A strong analytical & detail-oriented mindset
Customer centricity
Lean/Six Sigma blackbelt experience
The ability to synthesise and explain your analyses
A creative mindset to identify solutions & shortcuts
The capacity to design automated tools
High Excel level and/or Mastering (or willingness to master) SQL

Informations complémentaires

  • Type de contrat : CDI
  • Lieu : Paris, France (75010)
  • Expérience : > 3 ans
  • Télétravail ponctuel autorisé