Onboarding Manager 🇫🇷

About the role

You will own the complete lifecycle of newly signed European D2C merchants from contract signature through to stable, ongoing operations on the Bigblue platform. You will translate complex platform capabilities into clear, step-by-step launch plans that align internal stakeholders and external partners. You will act as the primary point of contact for a portfolio of high-potential merchants, ensuring their expectations are managed and their questions are answered with precision and empathy. You will diagnose bottlenecks in their operational flow and coordinate cross-functional teams to remove blockers quickly and effectively. You will monitor key performance indicators related to launch quality and early retention, intervening proactively when metrics signal risk. You will document recurring issues and feedback to inform product improvements and refine onboarding best practices over time. You will build trust with merchant leaders by demonstrating reliability, deep product knowledge, and a consistent commitment to their commercial outcomes. You will represent Bigblue with professionalism, ensuring every interaction reinforces our standards of rigor, transparency, and partnership.

Key facts

What you'll do

Coordinate the end-to-end launch journey for a designated portfolio of new European D2C merchants within the first 3-6 months of signing.

Develop detailed onboarding roadmaps that specify milestones, dependencies, and responsibilities for both Bigblue and the merchant.

Conduct discovery sessions to understand merchant workflows, channel mix, inventory setup, and integration requirements before go-live.

Configure fulfilment parameters, routing rules, and service levels in the platform to match the commercial expectations of each merchant.

Run pre-launch readiness checks across operations, technology, and compliance to minimize post-launch disruptions.

Guide merchants through their first pick-and-pack cycles, providing hands-on support in the warehouse or remotely as needed.

Analyze order-level performance data to identify variances between expected and actual throughput, accuracy, and lead times.

Collaborate with product and engineering teams to escalate technical issues and translate merchant feedback into actionable product insights.

Lead post-launch reviews with merchants to capture lessons learned, celebrate successes, and agree on optimization priorities.

Own the narrative of early retention by tracking activation metrics, time-to-value, and satisfaction signals for your assigned portfolio.

Partner with sales and customer success leadership to identify risks in the onboarding pipeline and recommend corrective actions.

Maintain clean, up-to-date documentation in our internal tools so that other teams can continue supporting merchants smoothly.

Communicate timelines and progress clearly to merchants using dashboards, reports, and structured check-ins.

Act as a quality gate for new processes, ensuring that any changes you propose meet Bigblue's standards for reliability and scalability.

Requirements

You are legally authorized to work in France and hold a work permit or equivalent status that allows full-time employment in the country.

You reside in or are willing to relocate to the Paris metropolitan area where the office is located.

You possess professional fluency in both French and English, enabling you to communicate confidently with internal teams and merchant partners.

You have a proven track record in logistics, supply chain, or customer success roles, preferably within e-commerce or fulfilment environments.

You are comfortable managing multiple high-priority projects simultaneously while maintaining attention to detail and accuracy.

You have experience interpreting operational metrics and using data to drive decisions and justify process changes.

You are proficient in using SaaS tools and collaborating across distributed teams, with a strong command of asynchronous communication practices.

You demonstrate strong ownership, proactively identifying gaps and taking responsibility for seeing initiatives through to completion.

You approach problem-solving methodically, balancing speed of execution with the need for structured, repeatable processes.

Nice to have

Experience working with D2C brands and marketplace models in the European region.

Background in warehouse operations or logistics network design.

Familiarity with warehouse management systems and inventory routing logic.

Basic understanding of e-commerce KPIs such as order cycle time, fill rate, and inventory accuracy.

Practical notes

This is a full-time position based in our Paris office.

Relocation support and visa sponsorship may be considered for qualified candidates, subject to internal policies and eligibility.

The selected candidate will be expected to start as soon as possible to align with upcoming merchant launch schedules.

Travel is not required for this role, as all responsibilities can be managed remotely within the Paris region.

Candidates must be able to provide proof of eligibility to work in France at the time of hiring.