Senior Customer Operations Analyst (x/f/m)

Alma

🧡 ABOUT ALMA At Alma, we believe sustainable commerce depends on fair, well‑balanced trade. Because finance plays a pivotal role in business, our mission is to put it back in its rightful place - serving merchants and consumers. Our installment and deferred payment solutions help merchants boost sales by 20% or more, increase customer loyalty, and deliver a seamless shopping experience - without encouraging bad debt. As the buy now pay later leader in France and active in 10 European countries, we've empowered over +25,000 merchants and 10 million consumers. With 380+ Almakers and €100M+ ARR, Alma is scaling rapidly across Europe as a member of the Next40, and we're just getting started!   👐 ABOUT THE TEAM The mission of our Operations team is to provide the best customer support experience to our users (consumers and merchants) and to scale efficiently the daily operations of our business leveraging automation, AI and data. This ops team has 2 data analyst - business and the full data team is more than 15 data experts. You will hold a cross-functional role that bridges our team with the rest of the organisation, particularly with the data, product, and engineering teams. This position is a permanent position (CDI) based in Paris.    💼 ABOUT THE JOB * Build, improve, and maintain data and dashboards that will empower our teams to monitor their key performance indicators, make data-driven business decisions, and drive accountability. * Support our team members on their day-to-day data requests ****to ensure our operations run like a well-oiled machine. * Train our team members on understanding our data and data tools. * Deep dive into data to frame business problems and gather actionable insights and data-driven solutions, notably to our tech team. * Drive a data culture in the team with documentation and best practices, and work closely with our Central Data teams to improve data quality across the board.   🧰 YOU WILL WORK WITH SQL, Python, Looker, Tableau   🧩 ABOUT YOU To succeed in this job * You're comfortable with data visualisation tools (Looker, Tableau...) and languages, with solid SQL skills and ideally some Python experience * You communicate complex findings clearly, both in writing and in conversation, for technical and non-technical audiences alike * You're minimum 3 years as a data analyst * You're at ease defining and working with metrics to drive business decisions And it will be nice if you also * Are autonomous, thorough, and detail-oriented * Communicate with confidence and know how to challenge and convince your stakeholders * Love investigating issues and digging into root causes to find the right solutions * Put yourself in your users' shoes and come up with creative ideas to improve their experience * Have an entrepreneurial mindset, take ownership, and aren't afraid to get your hands dirty Don't meet every single requirement? At Alma, we believe great hires come from diverse paths. If this role excites you, we encourage you to apply. We value potential, curiosity and the ability to grow as much as experience.   🧘 WHAT’S IN IT FOR YOU If you join, you will be able to grow and impact on: * The Operations team's performance, by building the dashboards and insights that help a whole team monitor what matters, make faster decisions, and scale with confidence * Alma's data culture, by creating training, documentation, and best practices that raise the data literacy of an entire team, with direct collaboration with the central Data org * Your own growth, in a cross-functional role that sits at the intersection of Operations, Product, Data, and Engineering, giving you both business depth and technical breadth   🤑 COMPENSATION & BENEFITS * Competitive salary based on 12 months * Profit-sharing and employee savings plan * Health insurance: 100% covered by Alma including family package * Disability insurance: 100% covered by Alma * Sport: partnerships with Gymlib and Classpass, or €30/month reimbursement for your sports activities * Maternity/paternity leave: salary maintained at 100% during leave with no seniority requirement. Return to work at 4/5 schedule paid at 100% for 8 weeks. * Sustainable Mobility Package (FMD): €544.80/year (excluding full-remote contracts) * Meal vouchers: €10/day, 50% covered by Alma * Mental health: free access to MindDay platform * Paid time off: 25 days/year ****(+ additional paid leave granted for employees on executive contracts) * Access to our Learning & Development Platform * 2 weeks of full remote possible per year in summer   🎯 INTERVIEW PROCESS * Video call with a Talent Acquisition team member to understand your path, motivation & present you the role. * Video call with your future manager to deep dive the role, the team, your profile and answer all your questions. * Case study presentation with 2 - 3 team members (ideally in house) to assess your practical knowledge**.** * 1 or 2 additional interviews customized to the role's level to further assess your skills and team fit.   🌍 DIVERSITY & INCLUSION At Alma, we believe that diversity fuels innovation and makes our community stronger. We are committed to building a workplace where every person feels seen, respected, and empowered to do their best work whatever their gender, background, ethnicity, age, sexual orientation, religion, disability or lived experience. As an equal opportunity employer, we welcome applicants from all walks of life, and all employment decisions are made based on qualifications, merit, and business needs.

Qonto

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here). Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started. Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit. AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ------------------------------------------------------------------------------------------------------ Join us as a Banking Operations Manager (Juridical) for the German Market, based in Paris, where you will handle sensitive operations related to Qonto's customers. You will contribute to the day-to-day management of operational banking topics for our German market 🇩🇪, playing a key role in establishing Qonto as the leading European business finance solution. You will join our international Banking Operations team of 4 people (and counting!), under the supervision of Matthias, our Team Lead Banking Operations Juridical - Germany, Netherlands, Austria. 👩‍💻🧑‍💻 As a Banking Operations Manager (Juridical) - German Market at Qonto, you will: Manage sensitive procedures: Process and follow up on administrative seizures, judicial liquidations, enforcement actions (bailiff seizures), and inheritance procedures. Handle communication: Interact directly with German authorities, creditors, and lawyers in writing to ensure accuracy and compliance (no direct calls or direct customer communication). Collaborate cross-functionally: Work closely with internal teams (Banking Operations, Customer Care, and Legal) to ensure operations are handled efficiently and with care. Oversee account lifecycle: Manage account closures smoothly and prepare circular letters for external auditors. Improve processes: Refine and update daily operational processes to enhance efficiency and maintain excellence. 🤔 What you can expect: International Team – Collaborate with colleagues from diverse cultural and professional backgrounds. Hyper-Growth Environment – Contribute in a fast-paced context with strong opportunities for career development. Cross-Functional Collaboration – Work closely with Banking Operations, Customer Care, and Legal teams. Tangible Impact – Play a key role in shaping Qonto’s banking operations and helping establish it as a leading European business finance solution. 🤝 About your future manager Your manager will be Matthias, our Team Lead Banking Operations Juridical - Germany, Netherlands, Austria. His path? Matthias began his career in the legal field, specializing in European and international tax law with experience as a Tax Trainee at several law firms. He joined Qonto in early 2022 as a Banking Operations Manager and quickly climbed the ranks, becoming a Senior Manager before stepping into his current role as Team Lead in 2024. What he can bring to the team? With his strong academic foundation in tax law and years of hands-on experience in Qonto's banking operations, Matthias brings exceptional analytical rigor, precision, and a deep understanding of our core financial processes. His rapid progression within the company is a testament to his adaptability and proven leadership. Additionally, as a Franco-German bilingual, he brings a valuable cross-cultural perspective and excellent communication skills to the team. 🏅 About You Experience: You have initial experience in administrative or banking operations and are comfortable handling operational, sometimes sensitive, topics. Languages: You are fluent in German and English (written and spoken). Proficiency in French is a plus. Analytical & Detail-Oriented: You have sharp organizational skills, a meticulous eye for detail, and the perseverance to handle repetitive tasks. Critical Thinker: You bring intellectual curiosity, always seeking better solutions and feeling comfortable challenging the status quo. Team Player: You are proactive, motivated, and ready to grow in a supportive and dynamic team environment. At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along.

Qonto

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here). Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started. Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit. AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ------------------------------------------------------------------------------------------------------ ⭐ Mission As Head of CRM, you build and lead a customer-centric CRM practice that elevates the function from execution to strategic influence across Qonto’s global markets. You will have a direct impact on our growth toward banking status by shaping the customer experience and advising key stakeholders.   👩‍💻🧑‍💻 As a Head of CRM at Qonto, you will Drive commercial performance: Lead strategic CRM initiatives to boost customer lifecycle performance (MAC, revenue, conversion rates) and increase traffic to our product. Establish strategic influence: Transition the team from an execution mindset to a strategic advisory role, building credibility with stakeholders and taking full ownership of the CRM roadmap. Pioneer AI personalization: Launch and lead our new agentic AI decisioning and personalization capabilities, encompassing segmentation, decisioning, and content timing. Grow and elevate the CRM practice: Lead and develop the team as Qonto scales, raising the bar on customer-centric lifecycle strategy, ways of working, and operational excellence and providing the hands-on support and vision necessary for them to scale and succeed. Manage execution and optimization: Oversee the team’s campaign execution and optimization across email, push notifications, SMS, and in-app communications. 🤔 What you can expect Market/Team Context: You’ll join a fast-scaling, multi-market environment as Qonto progresses on its journey toward becoming a Credit Institution. The CRM team already runs one-shot campaigns and automation; the opportunity now is to raise the bar on customer experience—bringing deeper customer-centricity, stronger lifecycle thinking, and tighter alignment across Marketing, Product, Sales, and Operations. Methodologies, how we work, and what we value: We value a deeply customer-centric and analytical approach, where you will translate market feedback and customer data into actionable, prioritized strategies. Examples of successful projects we recently worked on: You will take the lead on forward-looking initiatives, such as our cutting-edge agentic AI decisioning project designed to pioneer 1:1 personalization at scale. Tools we use: We perform deep, hands-on work with top-tier modern CRM platforms, specifically Braze and Customer.io. 🤝 About your future manager Your manager will be Kim Tran, our VP Marketing. Her background: With a dual background in tech and business, Kim's career is rooted in data-driven customer engagement. After starting at IBM and helping launch the data agency fifty-five in the UK, she held senior marketing leadership roles at Blizzard Entertainment and Ubisoft Mobile before joining Qonto. What does she bring to the team? Kim brings a powerful mix of strategic vision and deep martech expertise. She will provide the technical mentorship and cross-functional leadership needed to help you elevate Qonto's CRM function into a true strategic powerhouse. 🏅 About You Strategic Stakeholder Management: You have a proven track record of elevating a function's positioning, establishing credibility, and advising cross-functional stakeholders (Product, Sales, localized Marketing) using data-driven insights. Customer Journey & Personalization: You combine strong martech foundations with a deep understanding of customer behavior to expand personalization capabilities across channels. You have consistently pushed the boundaries of personalization and measurement at scale (experience with AI decisioning is a plus). Technical Expertise: You possess strong, hands-on administration skills and tactical depth with modern CRM platforms (specifically Braze or Customer.io), including data ingestion and complex tool architecture. Marketing Analytics: You are highly data-driven, with a structured approach to measuring and optimizing lifecycle metrics to directly improve commercial performance (MAC, revenue, conversion rates). People Management: You’ve helped teams evolve their operating model as companies scale (roles, processes, rituals, stakeholder interfaces) and can do so with care and clarity.