Back Market

Head of Analytics – Care & Shipping Analytics

Back Market

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • Spain

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Job Level

Lead

Tech Stack

BigQuery

About the role

  • 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

  • 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
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

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