Digital Customer Service Manager - Back Market

• Manage a team of 6 (super) Back Makers ;
• Write and spread the team vision and values ;
• Monitor e-reputation to make sure BM public visibility on Public Channels is great: use the most efficient tools (SaaS messaging hub, Social Listening, legal platform) to share your vision and action plan to improve drastically our e-reputation ;
• Work closely with the Marketing and Brand teams to define the strategy for each public resolution platform, for each country where BM is ;
• Set up necessary KPIs to monitor your efficiency (for instance; answer time, good/bad reviews, conversion rate post public resolution) ;
• Give an overview of these KPIs and e-reputation to all Back Makers to show how all is under control ;
• Embody the Customer Care of Back Market in the public place thanks to a special tone of voice, a special attention to all customers feedbacks and a detail oriented ;
• Deal with corner cases in order to duplicate the solution for all our dear customers ;
• Work closely with the Legal team to provide the best answer to our contacts on high sensitive cases (DGCCRF, legal claims…).