Customer Care Project Manager

Vestiaire Collective 🛍️

Leading Global Online Marketplace for Desirable Pre-loved Fashion

About the Role 🖥️

• Report to Head of Innovation & Project
• Lead strategic and transversal projects from design to delivery at Customer Care team
• Ensure exceptional customer experiences and efficient operations

Responsibilities 👜

Project Planning and Execution

• Design and deliver transverse projects through innovation to enhance customer and agent journey
• Oversee project implementation, monitor progress, resolve issues, and adjust plans for successful delivery

Process Improvement

• Identify opportunities for enhancing customer care processes, workflows, and systems
• Lead initiatives to redesign or streamline existing processes, leveraging best practices and innovative solutions

Tools Management

• Oversee maintenance, enhancement, and utilization of Customer Care tools and technologies (CRM systems, Chatbot platforms)
• Collaborate with Product and Tech and vendors to evaluate, implement, and integrate new technologies

Qualifications ⭐

• Master's degree or equivalent practical experience (PMP certification a plus)
• Fluent in English (French a plus)
• Minimum 3 years of professional experience in a similar role
• Proven track record of structured problem-solving experience based on data analysis
• Effective communication and interpersonal skills, with the ability to build relationships, influence stakeholders, and facilitate collaboration across teams
• Strong understanding of CX principles, processes, and technologies, with a focus on continuous improvement and innovation
• Disciplined, structured, and logical approach to problem-solving
• Adaptability and resilience to navigate ambiguity, handle competing priorities, and drive change initiatives to successful outcomes
• Proven record of delivery against deadlines
• SQL knowledge (a plus)
• Experience in Zendesk (a plus)
• Experience in Customer Care (a plus)
• Experience in the e-commerce industry (a plus)

Benefits 🎁

• Meaningful job impacting how people consume fashion and promote sustainability
• Career-defining work in a fast-growing French-born scale-up
• Globally diverse team with more than 50 nationalities
• Two days to help Project, reinforcing your activist journey and volunteering for an association
• Significant investment in learning and growth
• Competitive compensation and benefits package
• Eligibility for free shares as a full member of the entrepreneurial project

We Encourage Applications from Underrepresented Communities

Surveys show that women and members of underrepresented communities only apply for a job if they meet 100% of the required conditions. If this sounds like you, Vestiaire Collective encourages you to reconsider your application.

Vestiaire Collective is an Equal Opportunities Employer