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Sellers Operations Manager
hace 3 meses
ABOUT
In less than a decade, ManoMano has become a key player in the home improvement and renovation sector.
Founded in France in 2013 by two French DIY enthusiasts amazed at the lack of digitalization in the market, ManoMano is now present in 6 European countries (France, Belgium, Spain, Italy, Germany, UK), federates over 5,000 sellers and now offers the widest range of DIY and gardening products online (+19 million products references).
Motivated by the prospect of improving the living environment of their customers and convinced of the importance of the home market for sustainable consumption habits, the ManoMano teams want to help write a new page in their industry, which is struggling to reform itself.
ManoMano brings to a highly technical world the power of its sector expertise, combined with that of data and digital in all its dimensions, to offer our customers easy access to innovative advice, products and services 100% online.
The ambition of the Founders and, above all, of Manas & Manos? To accompany this sector transformation with a strong culture of boldness, in an ingenious and frugal organization that places people and teams at the heart of the company's development.
MISSIONS
As part of the Seller Support Team, and working directly for Lead Seller Support, you will play a key role in the long term improvement of the Seller Experience, working within an essential service to ensure the growth of ManoMano.
Responsibilities include:
(i) supporting international Sellers during the technical onboarding, (ii)bringing them day to day technical and operational support, (iii)supporting their growth and long-term success in the marketplace and (iv) _participating in the improving processes and standards of the seller support team_. This role will allow you to acquire competencies in all stages of the marketplace's seller lifecycle.
We are looking for someone in the Barcelona office.
Your missions will include:
Onboarding new sellers:
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Onboard our sellers: Integrate their catalogs and configure their order management systems on the marketplace;
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Guide our Manufacturers & Brands since the early stage of the onboarding process:assess the technical integration with the manufacturer system (ERP, API, integrator), organize order testing, show efficient communication skills to find solutions with top management and technical experts on the seller side.
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Deal with connectors and integration's partners (Lengow, Scaledev, etc.): acquire knowledge on the solution proposed and coach the seller on it;
Support & Account Management
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Operational management and support of our seller's accounts:Support them in the technical and operational set-up of their ManoMano account: carrier pricing grids, products categorization, stock management, order management, etc. by showing ownership, solution-oriented approach and driving the discovery of quick wins and workarounds to ensure seller satisfaction while working on the long-term root cause resolution. Maintain high performance metrics such as SLA, Time to Resolve and Productivity. Provide proactive spare extra training and content after support cases to prevent potential mistakes.
- Ensure the
adoption of new seller's tech tools in a proactive mode and contribute to their continuous improvement by providing feedback and
working closely with the tech teams in case of incidents.
Help our sellers grow their business by improving our Customer Experience:monitor and ensure operational excellence of our sellers. Ensure
proactive coaching to drive long-term business growth by improving CX and delivery promises.
Projects & Initiatives
- Participate in transversal initiatives with several internal stakeholders (Customer Service, Commercial teams, Logistics, Tech.).
- Contribute to the creation and optimization of the team's tools and processes (SOP, Demos,) and participate in building up our internal knowledge base;
PROFILE
- French and English mandatory _(Spanish, Italian or German is a plus)_.
- Bachelor degree (Bac +3) in business/engineering or any other field with strong interest on ecommerce. Previous experience in ecommerce or support services is a plus.
- 100% sellerasacustomeroriented
- Proactive, autonomous and flexible (capable of working in an everchanging environment);
- Curious with a strong desire to learn;
- Knowledge or strong willingness to learn and work with technical tools (API, HTML,PIM, integrators etc.). Datadriven mindset & SQL skills will be a strong plus.
- Team spirit and excellent relationship skills.
