Customer Onboarding Team Lead, Bigblue
3-5 days a week in office (Paris 9th, France)
Logistics for eCommerce brands
Job no longer available
Logistics for eCommerce brands
201-500 employees
Job no longer available
3-5 days a week in office (Paris 9th, France)
201-500 employees
Company mission
To enable eCommerce brands to turn their logistics into a growth lever by providing their customers with a unique delivery experience.
Role
Who you are
- Manager of 2+ people in previous experiences
- Strong leadership with a demonstrated ability to coach and develop team members
- Exceptional organizational & time management skills
- Excellent problem-solving and conflict resolution abilities
- Experience in process improvement and project management
- Fluent in 🇫🇷 and 🇬🇧
- Analytical mindset
- Quick learner — you are able to assimilate huge amounts of information quickly
- Customer ultra-centricity
What the job involves
- We are seeking a highly motivated and experienced Customer Onboarding Team Lead to join our dynamic tech-logistics company
- As the Customer Onboarding Team Lead, you will manage a team of four individuals who require extensive coaching and support
- You will handle escalations, drive process improvements, develop and implement upsell strategies, and serve as the primary commercial point of contact for key merchants
- Mostly, you will be in charge to structure the team in order to scale up
- You lead, mentor, and support a team of four (and more in the future) Customer Onboarding Managers
- You are a leading expert on our product and processes, making sure all knowledge is infused in the team
- You are the representative on the onboarding processes within Bigblue and make sure that those processes are respected within all our geographies & warehouse (FR, UK, ES)
- You provide close coaching, training, and performance feedback to ensure team development and success
- You foster a positive and collaborative team environment that encourages continuous improvement and high performance
- You champion the needs of our merchants internally to consistently improve the onboarding experience
- You track and report onboarding performance using appropriate metrics
- You take a critical look at internal processes and provide regular improvements.
- You build new onboarding framework to be able to onboarding larger & more complex merchants
- You are collect feedback on merchant onboarding experience and sharing it with the other teams to drive improvement
- You collaborate closely with the Sales team to ensure seamless handovers from sales to ops
- You collaborate closely with the Product team to:
- Frame GTM of new features for onboarding merchants
- Structure and prioritize product feedbacks related to the onboarding experience
- Frame the development of new features for incoming large merchants
- You serve as the primary point of contact for key merchants during the onboarding phase
- You build and maintain strong relationships with merchants to ensure a seamless onboarding experience, ensuring a long term successful partnership with Bigblue
- You address merchant needs, concerns, and feedback to enhance overall satisfaction
- You act as the primary escalation point for onboarding
- You collaborate with internal departments to resolve escalations promptly and efficiently
- You develop and maintain escalation protocols to enhance customer satisfaction & churn avoidance
- You lead the team in identifying upsell opportunities during the onboarding process
- You analyse product adoption and implement strategies to increase our service usage
- You develop and implement strategies to enhance customer value through additional services and solutions
- You collaborate with the sales and product teams to drive revenue growth through successful upselling
Our take
Consistent order fulfilment, logistics, and positive customer experiences are essential for the success of eCommerce businesses of any scale, but achieving this can be expensive - particularly for small businesses. Logistics providers often charge monthly rates that don't reflect the scale of a business, leaving businesses with no budget to optimize their customers' experiences.
Bigblue provides an eCommerce and customer-experience toolkit, providing end-to-end order fulfillment services such as product storage and package picking, personalized packaging, delivery, and inventory analytics. The company specifically focuses on providing its services to businesses of any scale by only charging for products that have been shipped, whilst also connecting directly with all major eCommerce platforms.
Bigblue’s main challenge will be competing with other logistics companies, including Cubyn, Hive and Huboo. Bigblue’s intelligent pricing system (which charges companies relative to their size), and its focus on providing an end-to-end customer experience, has set it apart. Combined with a $15 million raise in 2022, Bigblue is set to become an increasingly bigger part of the logistics market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
36% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2022
$15m
SERIES A
Nov 2020
$3.5m
SEED
Total funding: $18.5m
Company benefits
- All shareholders: We think a great work investment should be rewarded. That’s why every employee at Bigblue gets a stock option package.
- Remote work options: To meet our Bigbluers' needs, we offer remote work options for two days every week, as well as an additional week per quarter.
- Connect with your team: We organise off-sites and events to spend time together. Team members cook healthy lunches and share quality time.
- Transparent salary grid: We are committed to fairness. Our transparent salary grid eliminates gender or ethnic pay gaps and ensures equal pay for equal work.
- Full health coverage: We provide every Bigbluers healthcare and wellbeing insurance, 100% covered by Bigblue.
- Nourish your creativity: Enjoy fresh fruits and snacks every day. Join knowledge-sharing sessions to discover new insights with your team.
Company HQ
Chaussée-d'Antin, Paris, France
Leadership
Mathias Griffe
(Co-Founder & Co-CEO)Alongside Bigblue, Mathias is the Founder of Standing on the Shoulders of Giants Newsletter. He previously worked as a Mobile & TV DevOps at Vimeo and as a Software Engineer at Apple.
William Meunier
(Co-Founder & Co-CEO)Previously an Energy Transition Consultant at EDF, a Power & Renewables Consultant at IFC, and the Haiti Head of Operations at 10Power.
Salary benchmarks
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