Back Market

Senior Data Analyst - Customer Care performance

Job description

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.

Back Market is undergoing meteoric growth and has raised over 434M€ already! We have the objective of reaching 650 Back Makers (or Saboteurs) by the end of 2021!

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, New-York, Prague, Berlin and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation.

Be a part of the movement. Join the refurb revolution.

The Customer Care department aims at delivering a delightful customer experience by providing fast and relevant solutions to customers who reach out to Backmarket. With 40 in-house employees and 300 externalized agents, we handle more than 1.5 million contacts per year in 3 continents and 15 countries.
You will participate in the growth and success of BackMarket by ensuring the performance of our Customer Care services through accurate monitoring and implementation of improvement actions.
Based in our Bordeaux office, you will be part of a team of 3 data analysts working on these topics.

YOUR MISSION (IF YOU ACCEPT IT):

    • Build a best in class monitoring of our customer Care performance .
    • Track and monitor the operational performances of the Customer Care teams based on key performance indicators (Customer satisfaction, Time to solve a claim, Late response rate, Cost per claims, etc…)
    • Create and implement new KPIs dashboards in collaboration with Customer Care team’s (e.g. Services adoption, Agent performance,...), and ensure their adoption by training the teams.
    • Lead and animate the weekly performance review.
    • Delivering key insight : you’ll work as an internal consultant to help the Care teams take the best data driven decisions.
    • Understand how to improve the customer experience through data and spot the main pain points.
    • Work on process improvements to better manage customer pains.
    • Proactively design and build new analyses to create value for the Care teams in the short and long term (e.g. Customer’s lifetime value).
    • Actively participate in the yearly roadmap definition and prioritization.
    • Collaborate with other Business Intelligence teams across BackMarket to share best practices on KPIs tracked and data used.

YOU ARE IN THE RIGHT PLACE IF:

    • You have around 4-6 years of experience as a data analyst (or similar role).
    • SQL has no secret for you (Python is a plus) & you know how to use dataviz tools (Ideally Tableau).
    • You have top-notch analytical skills to identify key business insights & share recommendations.
    • You have a proven business sense and skills for transversal management.
    • You thrive in a dynamic, challenging, fast-paced work environment.
    • You are fluent in English.
    • Ideally, you have a previous experience in the e-commerce business.

RECRUITMENT PROCESS:

    • Phone call with Lucie, our Talent Acquisition Specialist.
    • Case Study to complete at home.
    • Interview with Lucas, our Senior lead Data Analyst
    • Interview with Youenn, our Director of Customer Delight and Operations
    • Interview with Raoul, our COO
    • Interview with Thibaud our CEO and co-founder
WHY SHOULD YOU JOIN US ? ✌

  • A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
  • An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc…
  • Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!
  • Grow your career with a flexible career path, Back Market can help you evolve!
  • A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!
  • We embrace work life balance which includes flexible working hours and the opportunity to work from home.
  • A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.

Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

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