Customer Care Project Manager

29 Dec 2021
07 Feb 2022
At Vestiaire Collective, we are committed to delivering the best experience for our loyal community of buyers and sellers. We are growing our team and our business into a global brand and the leaders in circularity in fashion. We want everyone we work with to be change-makers, to think differently, and to innovate without compromise.

Vestiaire Collective is looking for a Customer Care Project Manager to join the Customer Care team in Paris

About the role

Vestiaire Collective is a pure e-commerce player, which is why Customer Care has a central role as a showcase for the company, in differentiating itself from its competitors, and in building customer loyalty and retention.

Vestiaire Collective's Customer Care is growing rapidly and is constantly seeking to improve its tools and processes to enable more efficient and qualitative handling of contacts by agents, better monitoring of the activity and to offer a better experience to customers who contact us.

The Project Manager has a key role: you will have the ownership of the tools in order to ensure effective use. You will also be responsible for communicating "VC" news and new processes to our Customer Care service providers so that they communicate the right information to our customers.

What you'll be doing
  • Carry out the configuration of the tools to ensure an optimal use by agents, managers or customers and then monitor the impacts, lead the project in the framework of several interlocutors at "VC"
  • Perform benchmarks and make proposals on possible improvements to increase efficiency or offer a better customer experience through a more effortless contact flow
  • Resolve bugs reported by Customer Care service providers or the internal team and then perform the post mortem
  • Set up the reports necessary for the management of the activity
  • Follow up on the licenses used, monitor the budget of the tools and participate in price negotiations
  • Understand the news of Vestiaire Collective and the impacts for our customers in order to communicate them in a clear way to our providers who will give them back to our customers
  • Respond to requests from service providers for clarification on a process
  • Maintain a complete and clear documentation of all the processes owned by the BPO management team

Who you are
  • You have at least 2 years of experience
  • You have already worked on Zendesk
  • You are very rigorous
  • You are data driven
  • You have a strong interest in web technologies and appreciate the contact with tech teams, with whom a close collaboration is a key success factor
  • You have excellent communication and presentation skills
  • You are curious and on the lookout for best practices among competitors
  • You have a Start-up mindset - highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude
  • Experience in a customer service environment and or an e-commerce company is a plus
  • English and French are mandatory

What we offer
  • A meaningful job with an impact on the way people consume fashion, to cut down waste, because we save the planet, our way
  • The possibility to work remotely 50% of your time!
  • The opportunity to grow in a booming French-born scale up
  • The possibility to work with an international team with + 40 nationalities.
  • 15 hours to help Project - reinforce your activist journey and volunteer for an association!
  • The chance to join our Diversity and Inclusion Taskforce to foster a better working environment.
  • Cool office with a great coffee, yoga classes.
  • A bi-weekly Town Hall to share the updates on the projects.
  • An attractive salary and bonus scheme with various benefits (meal vouchers, health insurance, ...).
  • A position with a 360° customer vision, in contact with numerous departments
  • Beautiful and spacious brand new offices in the heart of Paris
  • The possibility to work remotely 50% of your time!

Next step

If you are ready to join our fast-paced company, apply below : upload your resume in English and answer our questions ! Our team will review your application within the following 4 weeks. If your profile and experience fit our requirements, we will invite you for a first phone call.

About Vestiaire Collective

It all comes down to one important question: Why should so many great fashion items remain unworn in people's wardrobes?

Vestiaire Collective is a global platform that connects millions of buyers and sellers of desirable pre-loved fashion. We are global: our headquarters are in Paris and we have satellite offices in Tourcoing, New York City, Tourcoing, Berlin and Hong Kong.

Vestiaire Collective is an equal opportunity employer. We strive to develop an inclusive work environment that reflects the diversity of our fashion activist community.

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