Bigblue

Account Manager

• Build and maintain strong relationships with strategic merchant accounts
• Act as a trusted advisor by connecting operational topics (service, cost, performance) to business impact
• Define improvement plans with merchants based on data analysis
• Identify new partnership opportunities and define improvement plans with merchants
• Monitor customer feedback and performance trends, and translate them into actionable improvements
• Contribute to product and operational improvements based on merchant insights and market trends
• Optimize internal processes and tools to improve the overall customer experience
• Contribute to our merchants’ strategic development and identify their metrics that drive growth
• Identify potential signals of dissatisfaction and implement solutions to answer them
• Suggest out-of-the-box initiatives to engage our existing merchants
• Implement cross-selling and upselling strategies to address customer needs and unlock value

Senior Account Manager

Financial Planning and Analysis

• Manage external accountants across all countries
• Oversee monthly and annual closings and audits
• Contribute to budgeting and reforecasting processes
• Perform complex performance analyses
• Drive automation and data-driven improvements to finance processes
• Manage various administrative and legal matters for daily operations

Finance Manager

Artificial Intelligence

• Help Bigblue become the most productive commerce operations company in Europe through AI.
• Instill an AI-first mindset across teams.
• Co-develop cutting edge AI tooling for the team.
• Start hands-on by shipping high-impact automations.
• Scale a team of AI engineers to multiply impact across functions.

Head of AI Enablement

Customer Support

• Manage & coach the Customer Care team
• Lead the Spanish Care team on a daily basis to drive performance.
• Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.
• Ensure tickets review with the Spanish Care team.
• Provide coaching and support to the team when needed.
• Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.
• Guarantee high responsiveness and service quality for tickets to thrive for excellence.
• Participate to tickets handling with the team and merchants calls (around 20% of your time).
• Be responsible for escalations from our merchants via calls and meetings.
• Create Ad hoc strategic planning with merchants without an Account Manager.
• Implement and update structured workflows / processes to manage Care requests efficiently.
• Ensure streamlined communication with merchants in Care remit.
• Align with the Account Management team to ensure a seamless experience for merchants.
• Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements.

Senior Account Manager

Finance Manager

Head of AI Enablement

Customer Care Manager