Business Strategy & Operations Lead integrating insights and market knowledge for Spotify in Brazil. Driving strategic clarity and business performance within the music business team.
About the role
- Growth Operations Lead responsible for maximizing revenue and conversion across French B2B2C partnerships. Join papernest's international team to transform contract management.
Responsibilities
- Own design, routing rules and continuous optimisation of call-back infrastructure.
- Monitor reachability KPIs (QoS_P, SLA …)
- Track and improve each step of the scheduled-call funnel to maximise NTR and revenue per lead.
- Analyse drop-off causes, run A/B tests on scripts/slots, and roll out winning playbooks to Sales teams.
- Guarantee seamless, high-quality customer interactions that reflect positively on partner brands.
- Provide Stakeholders (IS, Strat Parts) with transparent performance reporting and actionable insights.
- Work closely with Sales Management and Support teams to align targets, coach agents, and ensure compliance with scripts & quality standards.
- Keep processing costs under control while protecting customer satisfaction scores.
- Industrialise onboarding process for new partner flows (quick mapping, SLA definition, go-live).
- Deliver first-week performance dashboards and qualitative feedback to Strategic Partnership teams specific to every launch.
Requirements
- 3–5 years of experience in operations.
- Demonstrated expertise in telephony systems and appointment-based sales funnels.
- Strong analytical mindset; comfortable manipulating KPIs and turning them into decisions.
- Proven ability to manage/coach internal sales teams and uphold quality standards.
- Excellent stakeholder communication; able to translate operational data into partner-ready insights.
- Languages: French bilingual (C2) & English comfortable in a cross-site environment (Barcelona × France).
Benefits
- Thrive in an international and inclusive environment: everyone has a place at papernest.
- Compensation: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations, as well as a Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare).
- Health: medical insurance through Alan or Sanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% coverage by papernest (after 6 months in the company).
- Meals & partnerships: a healthy breakfast offered every Tuesday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).
- Training: the development of our employees is essential. You will have access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills.
- Career Development: numerous opportunities are available for you to grow, whether by deepening your expertise or exploring new paths. We support you in your professional ambitions.
- Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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