Head of Customer Engagement Analytics, Back Market
More information about location
2-3 days a week in office
Online marketplace for refurbished electronics
Be an early applicant
Online marketplace for refurbished electronics
501-1000 employees
Be an early applicant
More information about location
2-3 days a week in office
501-1000 employees
Company mission
To restore trust and desire for refurbished devices.
Role
Who you are
- 8+ years of experience in product analytics, customer analytics, data science, or a related field, with a proven track record in experimentation and predictive analytics
- Strong expertise in A/B testing, causal inference, and statistical modeling techniques
- Proficiency in SQL, Python, or R, with experience in building scalable analytics solutions
- Experience with visualization tools (e.g., Tableau, Looker), Product Analytics tools (e.g. Amplitude, MixPanel) and experimentation platforms (e.g., StatSig, Cloudbees)
- Demonstrated ability to lead and grow a high-performing data team
- Excellent communication skills with the ability to translate complex data into actionable insights
- Strong stakeholder management skills, working effectively with product, marketing, and leadership teams
What the job involves
- The Head of Customer Experience Analytics will lead analytics to improve customer engagement, retention, and user experience
- They will manage experimentation, predictive analytics, and performance measurement to ensure data-driven decisions
- This includes optimizing the onboarding funnel, LTV/churn modeling, feature adoption analysis, and in-app behavioral segmentation
- They will build and mentor a team of analysts to refine the customer journey, optimize engagement strategies, and maximize customer lifetime value
- Build and lead a best-in-class experimentation function
- Develop frameworks for test design, execution, and impact measurement
- Provide thought leadership on experimentation culture, processes, and best practices
- Lead the development of predictive models to optimize customer engagement, LTV, and retention
- Use machine learning and statistical techniques to identify trends and customer behaviors.
- Establish scalable analytics frameworks for measuring CX impact across multiple touchpoints
- Define and implement strategies to measure improvements in the customer journey and service adoption
- Develop dashboards and reports that provide actionable insights
- Ensure that the analytics, product, and business teams are aligned on KPIs and success metrics
- Build and mentor a high-performing analytics team
- Partner with product, marketing, and business teams to implement data-driven insights and strategies
- Promote a data-driven culture and decision-making within the organization
- Work with senior stakeholders to create a vision for the best possible customer experience
- Decide which analytics projects to prioritize and the metrics for tracking their success
- Agree on the data strategies, platforms, and features needed for long-term growth and insight generation
Our take
At a time when new smartphones launch frequently but with fewer new features and when individuals want to contribute to sustainability and the circular economy, Back Market is setting out to provide customers with a viable option of purchasing refurbished electronics goods.
The vision of the company is to become the default choice when it comes to electronics purchases, irrespective of the customers' budget. In order to materialize this vision, Back Market guarantees that all the devices sold on its platform are 100% functional. The company screens sellers before allowing them to join its platform and it monitors their performance in real-time by collecting detailed customer feedback. By doing this, they hope to restore trust in refurbished devices and to make sustainability an easy, safe, and affordable choice.
Back Market operates in 16 counties and has a client roster that includes Netflix, Disney, BBC, Sony, and Apple. The company has raised over $1 billion in capital, which has been invested in expansion across new and current markets.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Company benefits
- An attractive salary that comes with equity options, health insurance, paid maternity and parental leave, 401K, commuter benefits, mental health support, and more,
- Flexible working hours and hybrid models that let you choose which days you to work in the office and at home (because work-life balance is an individual right)
- Professional development programs, internal mobility, and the opportunity to make your career what you want it to become
Company HQ
19th arrondissement of Paris, Paris, IDF
Leadership
Previously Logistic Export Assistant at Devanlay Lacoste and Account manager at Neteven.
Vianney Vaute
(Chief Creative Officer)Previously Digital Strategist at Visual Link, Strategic Planner at BETC Paris and Strategist at Five by Five.
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