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Customer Care Project Manager

Vestiaire Collective

Vestiaire Collective

Customer Service, Operations
Paris, France
Posted on Thursday, June 13, 2024
Vestiaire Collective is the leading global online marketplace for desirable pre-loved fashion. Our mission is to transform the fashion industry for a more sustainable future by empowering our community to promote the circular fashion movement. Vestiaire was founded in 2009 and is headquartered in Paris with offices in London, Berlin, New York, Singapore, Ho Chi Minh and Hong Kong and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York.
We currently have a diverse global team of 700 employees representing more than 50 nationalities. Our values are Activism, Transparency, Dedication and Greatness and Collective. We are proud to be a BCorp.
About the role 🖥️
You will report to the Head of Innovation & Project and you will be in charge of leading strategic and transversal projects from design to delivery at the Customer Care team. This role encompasses a range of responsibilities aimed at ensuring exceptional customer experiences and efficient operations within our organization.

What you will do 👜

  • Project Planning and Execution:
  • Design and delivery of transverse projects through innovation to enhance our customers and agents journey.
  • Oversee project implementation, closely monitoring progress, resolving issues, and adjusting plans as necessary to ensure successful delivery.
  • Process Improvement:
  • Identify opportunities for enhancing customer care processes, workflows, and systems to optimize efficiency, productivity, and customer satisfaction.
  • Lead initiatives to redesign or streamline existing processes, leveraging best practices and innovative solutions to drive continuous improvement.
  • Tools Management:
  • Oversee the maintenance, enhancement, and utilization of Customer Care tools and technologies, such as CRM systems (Zendesk) and Chatbot platforms.
  • Collaborate with Product and Tech and vendors to evaluate, implement, and integrate new technologies that support the evolving needs of our customer care operations.

Who you are ⭐

  • Master's degree or equivalent practical experience, PMP certification is a plus.
  • Fluent in English, French is a plus.
  • A minimum of 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 is a plus.
  • Experience in Zendesk is a plus.
  • Experience in Customer Care is a plus.
  • Experience in the e-commerce industry is a plus.
What we offer 🎁
A meaningful job with an impact on the way people consume fashion and promote sustainability
The opportunity to do career-defining work in a fast-growing French-born scale up
The possibility to work as part of a globally diverse team with more than 50 nationalities
Two days to help Project - reinforcing your activist journey and volunteer for an association
Significant investment in your learning and growth
Competitive compensation and benefits package
As full member of our entrepreneurial project, you will be eligible to free shares
Surveys show that women and members of underrepresented communities only apply for a job if they meet 100% of the required conditions. Does this sound like you? If so, Vestiaire Collective encourages you to reconsider your application. We look forward to receiving your application!
Vestiaire Collective is an equal opportunities employer