ManoMano aims to provide exceptional customer experience and to be a leader in the online DIY and Gardening domain. To achieve this, ManoMano must drive the quality of the service proposed by its sellers (regarding delivery times, the quality and simplicity of the after sales service, product quality, etc.). A team dedicated to these issues is currently being developed and is seeking a UK manager.
Reporting directly to the Operations Quality Lead, you will be responsible for the quality of the customer experience in our UK marketplace (regarding delivery times, the quality and simplicity of the after sales service, product quality, etc.). You will therefore be in contact with our strategic merchants daily and support and guide them in regards to improving their performance.
Your missions :
- To analyse the performance of partner sellers: monitor key indicators, identify priority actions and implement innovative reporting;
- To roll out and constantly update the process enabling the service quality of our sellers to be improved;
- To contact the sellers and find solutions to help them offer irreproachable customer service;
- To create links with the different teams (Sales, Customer Service, Product, etc.) in the process.