In less than a decade, ManoMano has become a key player in the home improvement and renovation sector.

Launched in 2013, ManoMano is the reference online marketplace for DIY, home improvement and gardening. Co-founded by Philippe de Chanville and Christian Raisson, ManoMano brings together the largest offer of DIY & gardening online products: electricity, plumbing, hardware, frames, indoor and outdoor furniture, tools, etc. With more than 2 600 seller partners and 7,5 million products, ManoMano currently employs 600 people and operates in 6 markets (France, Belgium, Spain, Italy, Germany, United Kingdom).

Motivated by the prospect of improving the living environment of their customers and convinced of the importance of the home market for sustainable consumption habits, the ManoMano teams want to help write a new page in their industry, which is struggling to reform itself. ManoMano brings to a highly technical world the power of its sector expertise, combined with that of data and digital in all its dimensions, to offer our customers easy access to innovative advice, products and services 100% online.

The ambition of the Founders and, above all, of Manas & Manos? To accompany this sector transformation with a strong culture of boldness, in an ingenious and frugal organization that places people and teams at the heart of the company's development.

As part of the Seller Support Team you will play a key role in the long term improvement of the Seller Experience, working within an essential service to ensure the growth of ManoMano. You will demonstrate end to end ownership of every seller interaction coupled with proactive problem solving.

Responsibilities include: (i) supporting international Sellers during the technical onboarding, (ii) bringing them day to day technical and operational support, (iii) supporting their growth and long-term success in the marketplace and (iv) participating in the improving processes and standards of the seller support team. This role will allow you to acquire competencies in all stages of the marketplace’s seller lifecycle.

We are looking for someone in the Barcelona or Paris office.

The ideal candidate will have a seller-oriented and customer-obsessed mindset and strong motivation to build a career in e-commerce. The ideal candidate is enthusiastic, detail-oriented and demonstrates ownership at his organization level.

Your missions will include:

Onboarding new sellers:

• Onboard our sellers: Integrate their catalogs and configure their order management systems on the marketplace;

• Guide our Manufacturers & Brands since the early stage of the onboarding process: assess the technical integration with the manufacturer system (ERP, API, integrator), organize order testing, show efficient communication skills to find solutions with top management and technical experts on the seller side.

• Deal with connectors and integration’s partners (Lengow, Scaledev, etc.): acquire knowledge on the solution proposed and coach the seller on it;

Support & Account Management

• Operational management and support of our seller’s accounts: Support them in the technical and operational set-up of their ManoMano account: carrier pricing grids, products categorization, stock management, order management, etc. by showing ownership, solution-oriented approach and driving the discovery of quick wins and workarounds to ensure seller satisfaction while working on the long-term root cause resolution. Maintain high performance metrics such as SLA, Time to Resolve and Productivity. Provide proactive spare extra training and content after support cases to prevent potential mistakes.

• Ensure the adoption of new seller’s tech tools in a proactive mode and contribute to their continuous improvement by providing feedback and working closely with the tech teams in case of incidents.

• Help our sellers grow their business by improving our Customer Experience: monitor and ensure operational excellence of our sellers. Ensure proactive coaching to drive long-term business growth by improving CX and delivery promises.

Projets & Initiatives

• Participate in transversal initiatives with several internal stakeholders (Customer Service, Commercial teams, Logistics, Tech).

• Contribute to the creation and optimization of the team’s tools and processes (SOP, Demos etc) and participate in building up our internal knowledge base;

Profil recherché

• Native or advanced German speaker;

• Bachelor degree (Bac +3) in business/engineering or any other field with strong interest on ecommerce. Previous experience in e-commerce or support services is a plus.

• English is a must, other languages are a plus.

• 100% seller-as-a-customer-oriented

• Proactive, autonomous and flexible (capable of working in an ever-changing environment);

• Curious with a strong desire to learn;

• Knowledge or strong willingness to learn and work with technical tools (API, HTML, PIM, integrators etc.). Data-driven mindset & SQL skills will be a strong plus.

• Team spirit and excellent relationship skills.

We're actively seeking applications from candidates of all backgrounds. If all the above rings a bell, it probably means that we are meant to meet each other! Please get in touch: “So, come and plant the seeds of your success and gather the fruits of your labour”