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Customer Experience Lead (Back Market for Business)

Back Market

Back Market

Customer Service
Paris, France
Posted on Thursday, January 18, 2024
Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 21 countries (and counting!).

Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact . We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.

Be part of an exciting and growing international adventure that will change the way the world consumes tech.

About the role:

One year ago, we successfully launched Back Market for Business (B2B), a platform designed to serve small and large companies by selling them refurbished IT hardware such as smartphones, laptops, and tablets for their employees.

The landscape of IT equipment is rapidly evolving, with a growing number of companies seeking eco-friendly options.

In this context, the Customer Experience Lead role will be crucial to define the right value proposition and the essential services and features to offer the best after sale experience to our corporate customers.

Given that these devices are essential for their daily operations, our customers have high standards and demand robust reassurance.

The Customer Experience Lead's objective will be to fulfill these expectations, drive trust and confidence in Back Market for Business's commitment to delivering exceptional service levels.

YOUR MISSION (IF YOU ACCEPT IT): 🏅

  • Build KPIs and Dashboards to measure our B2B Customers satisfaction (response time, STAR…).
  • Monitor the performance of your BM4B customer care agents to drive satisfaction and repeat business.
  • Identify key projects to improve those KPIs, and prioritize them based on their business impacts.
  • Define and execute the vision of the B2B Customer Experience in two areas: Improve CX and build top class customer service.
  • Collaborate and influence cross-functional teams (Product, UX, Operations…) to improve customer experience through innovative projects and products.
  • Identify and roll-out innovative projects who will contribute to the growth of BM4B (ex: fast replacement, subscription model…)

YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You are perfectly fluent in English
  • You have at least 8 years of experience working in a B2B environment, with a proven track record of operational project management, driving high impact projects to completion.
  • You have experience working on Customer Care and Customer Experience KPIs.
  • You can lead data analysis, insights, and reporting on key metrics to drive and improve business performance and help develop strategic roadmaps that drive results.
  • You are able to build strong relationships with internal stakeholders (Sales, Tech, Leadership teams…) to communicate on the performance, share best practices and work on global projects.

WHY SHOULD YOU JOIN US ? ✌🏼

  • A meaningful job: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
  • A meaningful company: we became a mission-driven company in January 2022.
  • Be part of a worldwide growing company based in Europe, the USA and Asia to face great challenges : you will have the freedom to innovate and adopt new ideas!
  • Work alongside passionate experts: who will share their knowledge and help you develop and grow in your career.
  • Grow your career: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1!
  • Leadership Academy by Back Market:“be a coach not a dictator” is at the core of this program ! We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is an unique experience we take by heart.
  • An attractive salary, equity and a host of benefits including : Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc…
  • Remote friendly company : up to 3 days of remote work per week!
  • One Loving Tribe: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
  • Be part of one of our Employee Resource Groups createdaround shared identities, common backgrounds and/or special interests crafted to be a safe space and an expressive outlet.
  • Several internal events: The Monday Brief (weekly)/ The Somehands (monthly)/ The All Hands (annual).
  • We’re here to SABOTAGE: It’s our mantra. It keeps us focused on what we aspire to be: a little bit sneaky, always smart, kinda frugal and constantly conspiring to create maximum impact.

Back Market is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information.. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.

Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a “Société à Mission”, or company with a social mission, by the French government. We know we can’t tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.