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:
Vestiaire Collective is looking for a technically skilled Global Success Manager to join our Global B2C team.
This position will provide support to our regional B2C teams, responsible for the smooth onboarding to our tools and platform, of our professional sellers' behavior and engagement and for solving any technical issues our partners might be facing. You should have excellent technical skills, show great attention to detail, and be able to make recommendations on how to improve seller satisfaction. The candidate should have a strong technical acumen and attention to detail.
\n
What you’ll do?- Define and lead the strategy of your client portfolio to improve the seller behavior and the quantity / quality of listings ( leading KPIs, holding regular meetings, animation & coordination of action plans) & find triggers to combat customer disengagement / loss
- Be the go-to person for onboarding new sellers to our tools and platform
- Ensure good product adoption: share best practices of the solution and the added value proposition to encourage customers to make the best use possible. You also carry out Success Checks depending on the customer Kpi’s target.
- Working hand in hand with Account Managers by improving quality / quantity of listings and trust through seller behavior ( authenticity, repayment…)
- Interface between customers and Tech and Product team. In this capacity, you coordinate technical solutions to meet certain more specific needs, and you feed our product roadmap with your customers' requests / needs
- Troubleshoot and escalate any technical issues our partners might be facing, coordinating with internal tech resources
- Act as an interface between multiple internal and external stakeholders, such as the sellers, regional B2C teams and relevant product / technical teams
- Maintain existing external and internal documentations, mainly related to common support issues and processes
Who you are?- Enjoy talking about technical concepts and be comfortable explaining how Vestiaire features work to a wide range of audiences
- 3+ years experience in partner support, operations or technical role
- Detail-oriented, self-starter, ability to meet deadlines
- You are comfortable with ambiguity and do not need to be micromanaged; to accomplish team and company goals, you can wear multiple hats
- You are not afraid to deep dive into the technical aspects of the business - technical knowledge such as API, Inventory Management Systems, etc. strongly preferred
- You have a strong customer empathy and understand the importance of solving problems for the end-users. Experience in ecommerce/marketplace is a plus
- Problem solver with strong communication skills, a positive attitude, and empathy
- Fluent English and French communication skills- written & spoken
\n
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
