Senior Logistics Performance Manager H/F Back Market

Détail du poste

Hi, we're Back Market.
We're here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.
Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet - and consumers - a break. Our mission is simple : to do more with what we already have.
Are you ready to join us?
The Logistics and Customer Care Department's mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat !) buying brand new products at every step of their journey.
A crucial aspect of this mission is to master our delivery performance. The Senior Logistics Performance Manager will oversee all logistic flows and ensure that they consistently meet our standards.
The primary objectives of the role are to ensure that deliveries across the platform are made on time with a seamless customer experience. This involves working with our entire pool of sellers and carriers to scale the right expectations and mechanisms allowing a smooth performance. To deliver these objectives, you will collaborate with multiple internal teams such as product development, quality and commercial departments.
YOUR MISSION, IF YOU ACCEPT IT :

- You will own Back Market's delivery performance
- Follow-up, report and analyse the delivery performance
- Lead efforts to improve our delivery performance over the globe
- Manage the delivery performance of our partner sellers pool by creating the right process, incentives, and coercitive mechanisms
- Oversee and improve the performance of our carrier network

- You will own the delivery contact rate plan
- Build yearly plan to decrease the customer contacts
- Set up quarterly targets
- Work with product team to have project improvements settled in their roadmap
- Calculate the impacts on budget

- You will handle the delivery agents process
- Develop and implement new processes to boost customer satisfaction regarding deliveries
- Create a seamless environment for our customer where they proactively obtain all the necessary information about their deliveries

YOU ARE AT THE RIGHT PLACE IF :

- You have a Masters' degree or equivalent
- You have at least 5-7 years of experience in Operations, Logistics and/or Care and process
- You have a good proficiency in Excel and SQL.
- You are fluent in English.
- You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts.
- You have experience working in best in class customer service organizations or relevant consulting and process management experience.
- You have a strong knowledge of the e-commerce industry and have high customer experience expectations.
- You have preferably worked in a start-up hyper growth environment.
- You are solution oriented, focused on quick results and lean approach

WHY SHOULD YOU JOIN US ?
At Back Market, we're committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives - IT's one of the reasons we're such a high-scoring certified B Corp company (93.2).
No matter your role and seniority level, you'll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment - with benefits to match, like :- A mission driven work environment where your day to day makes an impact on the planet. Seriously.- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.
At Back Market, we strive to create a workplace that embodies the world we're trying to change. We've embedded our diversity, equity, and inclusion principles into our DNA - from dedicated staff to employee resource groups to our company values.We know that the perfect background for a role doesn't mean the perfect fit - we encourage you to apply for a role even if you think you may not have all the qualifications.
If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.