Responsable Relations Clients Entrepôts - Evreux

Job description

📍 Evreux | Full-time | Fluent 🇫🇷 & 🇬🇧 At Bigblue, we're building the logistics backbone for the next generation of commerce. Modern brands sell everywhere: through their own online stores, marketplaces, retail, social commerce, and more. Across every channel, customers expect the same fast, reliable, and transparent experience after they buy. What used to be Amazon's exclusive advantage is now becoming the standard for every ambitious brand. We're helping them get there. Since 2018, we've built a tech-driven fulfilment platform used by 600+ brands, including Muji, Aigle, Scuffers, and Cabaïa. With 200+ Bigbluers across the UK, France, Spain, and Germany, our proprietary tech stack, and a network of 9 warehouses and over 100,000 sqm of fulfilment space across Europe, we ship millions of orders every month. And we're nowhere near done! Backed by €20M+ in funding, we're expanding across Europe and building the operating system that will power modern commerce operations at a global scale. At Bigblue, we hold ourselves to a very high bar: in the quality of our product, the rigour of our operations, and the care we bring to every merchant we work with. You'll be working alongside talented people on real, high-impact problems, in an environment where high standards come with genuine support, ownership, and room to grow. If you want your work to matter from day one, you're in the right place. ### About the role 🚀 You will join **one of Bigblue's warehouses** and work on-site daily. In a context of strong growth and a demanding environment, we are looking for a **Manager Warehouse Success** who will lead the Warehouse Success team and serve as the senior link between warehouse operations, quality standards, and customer satisfaction. The goal is to **drive reliable, scalable, and compliant execution** across the portfolio, while developing and supporting the team. **Lead & develop the Warehouse Success team** - 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 **Drive customer satisfaction at portfolio level** - Own escalation management for the most critical or complex situations, ensuring fast and structured resolution - 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 **Support portfolio growth** - 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 **Operational excellence & continuous improvement** - 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 ### Desired profile 🙌 - **+5 years of experience** in a customer-facing or operations role, with 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; WMS is a plus) and comfortable working with metrics and KPIs