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Customer Service

Lead Customer Care North Europe (M/W)

  • Contract Type: Full-Time
  • Location: Paris, France (75010)

About

ManoMano is a French company launched in 2013 by Philippe de Chanville and Christian Raisson.

At ManoMano we work collaboratively to reach the same goal: reshaping DIYing by offering our customers easy access to online tips, tricks, products and innovative services. Currently, we carry over 4 million products on our website, and work hand to hand with more than 2,500 sellers. For the past seven years, ManoMano successfully expanded its activity in order to serve customers across six countries (France, Belgium, Italy, Spain, UK and Germany).
Thanks to funds raising (300 million euros since our creation) our staff number has tripled and we are now 460 'Manas & Manos' across three offices : Barcelona, Paris and Bordeaux.

Care to join us?
2020 rising of 125 million
2019 was our selection to join the Next40 and we raised 110 million, launching of ManoMano BtoB
2017 we were dubbed a 'French Unicorn in the making' by Forbes
2016 we received the IMC Gold Award for e-commerce, as well as EGB's Innovation prize; we were also invited to join Google's VIP Scale-Up program (top 10 French start-ups).

For all these reasons, we are looking for bold, ingenious an caring talented individuals to take ManoMano to the next level!

Job Description

Customer experience is at the heart of our strategy. As a marketplace specializing in DIY and gardening, customer satisfaction is inseparable from the support of our Sellers and technical advice for our customers. Our customer service has the challenge of delivering an excellent customer experience while managing a strong partnership with our sellers.

Reporting to the Head of Customer Service and Seller Support Operations, as Lead Customer Care North Europe you will be responsible for the Northern Europe post-sales customer service teams at ManoMano with the following missions:

  • Managing and developing ManoMano’s post-sales customer service team. This requires hiring, training, managing performance and retention of both in-house teams based in Paris and externalised teams;
  • Setting the post-sales customer strategy and key objectives. This includes defining the appropriate channels, relevant tools and service level standards;
  • Ensuring continuous improvement and driving changes through closed loop mechanism to improve operational efficiency;
  • Owning the financial budget for the post-sales customer service team and ensuring the Customer Service team scales in a cost-efficient manner;
  • Innovate on behalf of customers and customer service advisors;
  • Create the best Employee experience for all members of the After Sales Support Organisation.

Preferred Experience

  • 10+ years of relevant work experience in Customer Service, Vendor Management, Operations Management including 5 years leading Customer Service Teams
  • Excellent leadership, interpersonal, organizational, stakeholder management and oral/written communication skills - ability to thrive as part of a global team
  • Extensive experience with outsourcing/offshoring; including vendor management, vendor transitions, new site launches
  • Excellent analytical and problem solving skills with capability to process high amount of data to drive business strategies and decisions
  • 100% customer centric
  • Good digital culture
  • Bilingual in French and English
  • You are attracted by the startup universe: you are proactive, flexible and reactive.

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75010)
  • Experience: > 7 years
  • Occasional remote authorized