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Pre-Sales

Senior Community Operations Manager France (M/W)

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

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

Context
In Community Operations we look after how we support our product advisors in order to provide the best client experience in the choice of the right products for them. We are obsessed about providing a high quality service, in an efficient way, while scaling the business that it creates. We also design a conversational marketing strategy that drives repeat traffic and customer loyalty.

The role
We are looking for a Senior Community Operations Manager to build, operate, scale and improve our community operations in France. This involves managing more than 100 freelance product advisors and outsourced agents, while also leading the strategy, business plan and P&L of the whole program. The role will also require the leadership and coaching of 2 Community Operations Managers. This role requires a strong capacity of solving new problems through data analytics, leading colleagues and communities to deliver great outcomes, create continuous process improvement, and be a source of innovation that improves client experience.

Missions

  • Drive outstanding client experience and sales performance by delivering agreed Service levels and operational excellence
  • Build the conversational marketing strategy for France (Channels, targeting, usage of tools, recruitment and training of product advisors)
  • Own the P&L of the program and lead profitability improvement
  • Build new lines of business and bring innovation, from conception to execution
  • Engage strategically with our internal stakeholders (product, tech, legal or customer service) as much as our external ones (outsourcing partner, tool provider)

Profil recherché

  • Proven relevant experience in operations or business strategy roles in a high-growth start-up, consultancy, or corporate
  • Master’s degree in business, economics, finance or any science-related field
  • Experience with optimisation, processes and project management
  • Experience working in a support organisation, sales or with communities is a strong plus
  • You are a passionate problem solver, you love processes and optimisation
  • Data-driven decision oriented and strong analytical thinking
  • Exceptional writing and verbal communication skills
  • Experience in the home improvement industry is a plus, but not required

Informations complémentaires

  • Type de contrat : CDI
  • Lieu : Paris, France (75017)
  • Niveau d'études : Bac +4
  • Expérience : > 4 ans
  • Télétravail ponctuel autorisé