ManoMano’s priority is to deliver excellent Customer Experience and aim to become a leader in this area. To reach our objective, we seek to deliver an irreproachable service, particularly thanks to an innovative and optimized Customer and Seller Support. Inside the Customer Service & Seller Support Operations team, the Voice of the Customer Programme is transversal to the organisation, tackling issues and driving change for different teams from Customer Service and Seller Support to Presales advice. Our role is to improve the user experience through resolution process and continuous improvement based heavily on data. Our Customer Insights Data Analyst will work hand in hand with almost every team in the company, not acting as support but bringing actionable recommendations. If you love managing cross-functional stakeholders, pushing projects forward to deliver measurable and strategically meaningful results, and solving problems from both a mile high as well as deep down in the details, this is the role for you ! Your main tasks will include: Definition and optimisation of key performance indicators; Tools and reporting creationConsolidation, optimisation and automation of resolution processes; Advanced analytics on Customer and Seller experience; Transversal projects (Product, Data, Outsourcing…).
Business and / or analytics background, bac + 5 or equivalent; 1-2 years experience in an analytical position (Consultant, Analyst…); A passion for data analysis, data visualisation & optimisation; Customer-centricity; A strong analytical & detail-oriented mindset; Full autonomy in problem solving; The ability to synthesise and explain analyses; A creative mindset to identify solutions & shortcuts; The capacity to design automated tools; Mastering (or willingness to master) SQL; E-Commerce experience is a plus !