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.

Context

Are you passionate about enhancing CX and improving operational efficiency? Join us in shaping the future of our marketplace!

ManoMano wants to offer an exceptional Customer Experience (CX) and be a leader in this field. For this, as a trusted intermediary, ManoMano must manage the quality of service offered by its sellers (mainly, but not only, on delivery efficiency and after-sales service).

The PMO Operations team is dedicated to ensuring a top of class CX is offered to all ManoMano customers, and is looking for a Program Manager.

As a Program Manager, you define the level of CX we want to offer to our customers, and you ensure that our sellers are offering a seamless & flawless experience to our customers on all our platforms in Europe. You will define and build the relevant metrics and processes to assess seller performance and take actions when necessary. You will also work closely with our product, tech, data, commerce, finance and legal teams to coordinate transversally the implementation of the CX strategy.

Key Responsibilities

• Lead initiatives to transform internal processes that evaluate Customer Experience, by creating synergies with our internal logistics team.

• Transform the Customer Experience vision in a feasible strategy and roadmap including the definition of objectives and key results (e.g., Order Tracking Improvement, Delivery Promise, Product Quality).

• Manage the full project lifecycle, from planning through execution to evaluation, ensuring alignment with company objectives and timely delivery.

• Proactively address potential operational challenges during peak sales periods (e.g. commercial operations). Collaborate with internal teams (transport, account management) to develop action plans.

• Assist our Account Managers with the necessary tools and data to advise sellers on enhancing their CX.

• Identify key CX offenders, implement dedicated monitoring, and implement action plans in collaboration with the Commercial Team to help them improve. You’ll be involved in decision-making meetings with our strategic sellers.

• Guide new sellers in delivering outstanding CX through innovative materials including best practices in terms of catalog management and integration.

Profile

• Degree at Bac +4/+5 level from business/engineering school (or equivalent).

• Experience in the e-commerce sector and in handling complex projects involving tech delivery (+2 years).

• Customer-centric and solution-oriented.

• Autonomous, proactive, and detail-oriented.

• Strong analytical skills with the ability to synthesize and explain analyses.

• Excellent communication skills with the ability to explain complex concepts in a simple manner.

• Solid Excel skills.

• Fluent in French and English; proficiency in a third language such as German, Italian, or Spanish is a plus.

• Experience with SQL and/or CRM is a plus.
  
  
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