Back Market

3 months ago

Staff Data Analyst – Care Analytics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead end-to-end analytics for Back Market’s Care & Shipping spaces, turning large care data into actionable insights. Own customer-satisfaction measurement across care channels, build evaluation frameworks for AI-powered tools, translate contact patterns into product roadmaps, develop seller-facing performance analytics, and partner with Product, Care Operations, and Finance to design experiments that quantify product impact on care demand. Mentoring and setting rigorous analytical standards are also central to the role.

Location: Paris, Barcelona

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Data Analytics & Business Intelligence

Key Responsibilities

•Own the measurement of customer satisfaction across all care channels and diagnose root causes of dissatisfaction, quantifying downstream impact on retention and trust.
•Build and maintain rigorous evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost-per-contact.
•Translate care contact patterns into product root-cause insights that inform roadmap priorities, reducing Contact Rate (LTCR) and improving Perfect Order Rate (POR).
•Develop seller-facing performance analytics to help marketplace partners meet quality standards and enhance aftersales experience.
•Partner with Product and Care Operations to design and evaluate experiments quantifying the impact of product improvements on care demand.

Key Requirements

•Strong SQL proficiency and comfort working with large, complex datasets, with the ability to explain results in business terms.
•A rigorous analytical mindset: distinguishing correlation from causation, and designing experiments over merely observing outcomes.
•Track record of operating at Staff or domain-owner level, owning end-to-end analytical problem spaces and influencing strategy.
•Excellent communication and storytelling skills to distill complex analyses for senior stakeholders.
•Experience in a customer-facing operations domain—customer care, logistics, marketplace, e-commerce, or similar.

Experience:E-commerceMarketplaceCustomer care

Skills:CommunicationStorytellingAnalyticalMentoringLeadership

Tech Stack:Google BigQueryDbtOmniAmplitudeSQLPythonZendeskIntercom

Company Brief

Back Market

Online marketplace selling refurbished electronics (smartphones, laptops, tablets, appliances) aiming to make renewed tech trustworthy, affordable and sustainable across multiple countries.

Industry: Online Marketplaces

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Paris, France

Founded: 2014

Glassdoor: 4.0

Website LinkedIn Glassdoor

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Back Market

3 months ago

Staff Data Analyst – Care Analytics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Paris, Barcelona

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Data Analytics & Business Intelligence

Key Responsibilities

•Own the measurement of customer satisfaction across all care channels and diagnose root causes of dissatisfaction, quantifying downstream impact on retention and trust.
•Build and maintain rigorous evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost-per-contact.
•Translate care contact patterns into product root-cause insights that inform roadmap priorities, reducing Contact Rate (LTCR) and improving Perfect Order Rate (POR).
•Develop seller-facing performance analytics to help marketplace partners meet quality standards and enhance aftersales experience.
•Partner with Product and Care Operations to design and evaluate experiments quantifying the impact of product improvements on care demand.

Key Requirements

•Strong SQL proficiency and comfort working with large, complex datasets, with the ability to explain results in business terms.
•A rigorous analytical mindset: distinguishing correlation from causation, and designing experiments over merely observing outcomes.
•Track record of operating at Staff or domain-owner level, owning end-to-end analytical problem spaces and influencing strategy.
•Excellent communication and storytelling skills to distill complex analyses for senior stakeholders.
•Experience in a customer-facing operations domain—customer care, logistics, marketplace, e-commerce, or similar.

Experience:E-commerceMarketplaceCustomer care

Skills:CommunicationStorytellingAnalyticalMentoringLeadership

Tech Stack:Google BigQueryDbtOmniAmplitudeSQLPythonZendeskIntercom

Company Brief

Back Market

Online marketplace selling refurbished electronics (smartphones, laptops, tablets, appliances) aiming to make renewed tech trustworthy, affordable and sustainable across multiple countries.

Industry: Online Marketplaces

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Paris, France

Founded: 2014

Glassdoor: 4.0

Website LinkedIn Glassdoor