Project Manager responsible for organizational efficiency and managing diverse projects at ENGEL. Collaborating with leadership for process improvement and strategic initiatives at the service experience level.
About the role
- Lead the global trade-in shipping experience for Back Market, enhancing customer participation and sustainability. Manage operations and cross-departmental projects in a fast-paced tech environment.
Responsibilities
- You own the bi-annual budget exercise and set targets for your scope’s metrics, as well as their contribution to Trade-in and Back Market’s profitability and customer satisfaction
- You are accountable for the shipping P&L (costs & revenues, ROI), you explain variations vs target, identify root causes and propose corrective actions
- You own the contracts and relationship with direct partners (kits providers in FR, UK, US), and work with Back Market’s central shipping team on optimizing shipping providers’ mix and work towards quality improvements
- You own the shipping incidents’ compensation process and budget
- You own the communication levers to encourage customers to ship (emails, SMS, FAQ, and more) - content & set up in CRM tools
- You build and improve trackers and tools to monitor performance on your metrics
- You are responsible for managing daily operations and potential incidents
- You build the trade-in delivery experience strategy, lead the vision exercise, write documents to share your priorities with stakeholders and secure resources (developments, investments, people) and ETAs to achieve your objectives
- You drive the execution of cross-departmental projects on your scope
- You are the subject matter expert, and actively benchmark and explore best practices, approach potential partners and potentially contractualize with them
- You initiate and lead innovation initiatives where Trade-in has specific needs, and leverage internal expertise (on shipping, tech, AI) to apply relevant best practices to your scope
- You identify continuous improvement opportunities - notably on convenience improvement, fraud management and ROI optimization - testing, learning and automating, leveraging data, AI and hands-on experiments
Requirements
- You have a master's degree or equivalent
- You have at least 5-7 years of experience in a fast-paced, high-demanding work environment (tech, scale -up, e-commerce, consulting) preferably in an operations role
- You have an entrepreneurial and proactive spirit, the ability to manage projects end-to-end, from strategic thinking to concrete implementation
- You are impact-driven, and creative in finding solutions to achieve your goals in a frugal and fast-paced environment
- You have a strong track-record in cross-functional project management, collaboration with various stakeholders and communication (written and oral)
- You are data-driven with a keen interest in drawing insights from data. You're comfortable extracting and analyzing data autonomously, and able to model complex projects or forecasts (mastery of Gsheet, basics of SQL are a must)
- You are fluent in English. French is a strong plus
- Bonus points for:
- Experience on CRM tools - willingness to learn required
- Experience on process automation (Zapier, Workato, creation of AI agents) - willingness to learn required
- Experience on account management or partnership management - willingness to learn required
- Other languages: Spanish, German
Benefits
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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