Head of Analytics – Care & Shipping Analytics

Back Market

Head of Analytics leading strategies for Customer Care and Shipping Analytics at Back Market. Focused on elevating customer satisfaction and operational efficiency through data-driven insights.

Posted 4/13/2026full-timeBarcelona • 🇪🇸 SpainLeadWebsite

Tech Stack

Tools & technologies

BigQuery

About the role

Key responsibilities & impact

You'll drive analytics strategy across Customer Care and Shipping to elevate satisfaction, reduce costs, and improve delivery experience.
Your insights will directly influence BPO performance, AI automation, carrier selection, and product roadmap priorities.
Own satisfaction metrics across all care channels, diagnosing root causes and delivering actionable insights that improve resolution quality and reduce cost per contact.
Build measurement frameworks for AI-powered care tools including agent QA scoring, volume forecasting, and automation ROI evaluation.
Lead shipping analytics strategy: drive OTD improvement, carrier performance monitoring, and fraud detection while optimizing BackShip adoption.
Partner with Product and Operations to quantify how product improvements impact care demand, translating findings into roadmap priorities that reduce Contact Rate.
Provide data-driven scorecards for BPO partners and sellers, ensuring they meet Back Market quality standards.
Develop end-to-end shipping economics models connecting logistics KPIs to customer retention and marketplace trust.
Lead and mentor a team of analysts and analytics engineers, cultivating data-informed decision-making across the organization.
Own analytics engineering: build scalable data pipelines in BigQuery and optimize data models for effective AI-enabled analysis.

Requirements

What you’ll need

7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes
Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights
Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers
Strong understanding of how product experience impacts customer care demand and resolution
Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations
Excellent communication and project management skills—you simplify complex concepts for diverse audiences
Strong ability to manage cross-functional teams and collaborate with stakeholders including BPOs and external partners
Familiarity with BigQuery and advanced data analytics skills.

Benefits

Comp & perks

A mission driven work environment where your day to day makes an impact on the planet. Seriously.
Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

analyticsuser researchdata analysismeasurement frameworksdata pipelinesAI automationshipping economics modelsNPSCSATOrder Cycle Time

Soft Skills

analytical skillscommunicationproject managementcollaborationmentoringdata-informed decision-makingsimplifying complex conceptscross-functional team management