Bigblue is building a tech-driven logistics and fulfilment platform for modern commerce brands. The Manager Warehouse Success will join one of Bigblue's warehouses, work on-site daily, lead the Warehouse Success team, and serve as the senior link between warehouse operations, quality standards, and customer satisfaction, driving reliable, scalable, and compliant execution across the portfolio while developing and supporting the team.
Responsibilities
Manage, coach, and support a team of Chargé(e)s Relation Client / Warehouse Success on a daily basis; Set clear objectives, monitor individual performance, and run regular 1:1s and team rituals; Ensure the team has the right tools, processes, and knowledge to operate efficiently; Foster a culture of ownership, customer focus, and continuous improvement within the team; Own escalation management for the most critical or complex situations; Ensure the team consistently meets contractual commitments (SLAs) and KPIs across all accounts; Act as the senior point of contact for key customers during operational incidents or strategic reviews; Oversee billing monitoring and ensure consistency and accuracy across the portfolio; Partner closely with Account Management to identify growth opportunities and anticipate customer needs; Lead or contribute to strategic customer reviews and steering committee meetings; Consolidate and share forecasts (orders, deliveries, peak periods) to align site capacity planning; Validate the operational feasibility of complex or custom requests and support quote preparation; Define and roll out on-site routines, standards, and best practices for the Warehouse Success function; Identify systemic risks across the portfolio and implement proactive action plans; Drive process improvement initiatives that impact quality, turnaround times, and customer experience; Collaborate with site operations, tech, and AM teams to ensure end-to-end alignment; Lead analytics initiatives to support continuous improvements
Requirements
+5 years of experience in a customer-facing or operations role; at least 2 years in a management position; Fluency in English; Experience in logistics or operations; Passion for continuous improvement and operational problem-solving; Strong leadership and people management skills, with the ability to develop a team in a fast-paced environment; Excellent organizational and prioritization skills across multiple accounts and workstreams; Structured, solution-oriented mindset with a hands-on approach; Strong customer focus and ability to build trust with demanding clients; Proficient with tools (Excel / Google Sheets) and comfortable working with metrics and KPIs
Nice to have
WMS experience
Benefits
10€ meal voucher per worked day (55% paid by Bigblue); Unlimited free snacks at the office; ClassPass membership for fitness & wellness; MacBook or any setup needed; 100% health insurance coverage with Benefiz
Francja · Evreux
