Customer Service

Senior Business Analyst - Customer Insights (M/W)

  • Type de contrat : CDI
  • Lieu : Paris, France (75017)

À propos

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' accross three offices : Barcelona, Paris and Bordeaux.

Care to join us?
2020 rising of 125 millions
2019 was our selection to join the Next40 and we rised 110 millions, 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 programme (top 10 French start-ups).

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

Descriptif du poste

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

Inside the Customer & Seller Support Operations team, the Voice of the Customer Programme is transversal to the organisation, tackling issues and driving change for different teams from Customer Service and Seller Support to Presales advice. Our role is to improve the user experience through resolution process and continuous improvement based heavily on data.

Our Customer Insights Data Analyst will work hand in hand with almost every team in the company, not acting as support but bringing actionable recommendations. If you love managing cross-functional stakeholders, pushing projects forward to deliver measurable and strategically meaningful results, and solving problems from both a mile high as well as deep down in the details, this is the role for you.

Your main tasks will include:

  • Understand & explain ManoMano’s business performances by developing adequate reporting and automated customer insights dashboards for company-wide adoption;
  • Optimize ManoMano’s activities by identifying problem symptoms and root causes to drive operational and product changes. You will autonomously provide recommendations, drive changes and monitor results based on data analysis using Tableau / Excel / SQL;
  • Deep dive ad hoc business problems for different teams autonomously to drive recommendations to the Executive Team.

This position requires a combination of a strong analytical mindset, a business acumen and advanced analytical capabilities: your job will have a considerable impact on ManoMano’s growth.

Profil recherché

  • Business and/or analytics background, bac +5 or equivalent
  • 4-5 years experience in an analytical position (Consultant, Analyst…)
  • A passion for data analysis, data visualization & optimization
  • A strong analytical & detail-oriented mindset
  • Full autonomy in problem solving
  • The ability to synthesize and explain your analyses
  • A creative mindset to identify solutions & shortcuts
  • The capacity to design automated tools
  • Mastering SQL
  • eCommerce experience is a plus

Informations complémentaires

  • Type de contrat : CDI
  • Lieu : Paris, France (75017)
  • Niveau d'études : Bac +5 / Master
  • Expérience : > 5 ans
  • Télétravail ponctuel autorisé