About Alma

At Alma, we believe that commerce should be balanced and sustainable.

Our mission is to put finance back where it belongs: at the service of merchants and consumers.

We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly.

Today:

• 23,000+ active merchants
• 9 million consumers served
• 4.8/5 on Trustpilot

Our team has grown from 2 to more than 350 people and we continue to expand across Europe.

About the role

As a Customer Care Officer, you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma.

You will support users, resolve complex requests and contribute to improving our operational processes.

This role is based in Lille, with 2 days of remote work per week. You will be scheduled to work 12:00 PM to 8:00 PM, from Wednesday through Sunday.

Your main responsibilities will include:

Customer & merchant support

• Handle complex requests from merchants and consumers via email and phone
• Guide users in the use of Alma’s payment solutions
• Provide clear and helpful responses while ensuring a high level of customer satisfaction

Operations & process management

• Manage debt collection actions and follow up on payment delays
• Ensure smooth onboarding of new merchants and help them implement the Alma solution
• Monitor cases and ensure issues are resolved efficiently

Continuous improvement

• Identify recurring issues and share insights to improve processes and tools
• Contribute to quality reviews and operational improvements
• Support the onboarding and training of new team members as the team grows

About you

You would be a great fit if you:

• Have strong written and verbal communication skills in French and English
• Are customer-oriented, empathetic and solution-driven
• Are organized and rigorous in your work
• Are autonomous and resourceful when solving problems
• Are comfortable working in a fast-growing environment

A first experience in customer support, operations or similar roles is a plus.

Why join Alma

• Offices in Paris (10th arrondissement) and Lille – Euratechnologies
• Health insurance fully covered for you and your family
• Meal vouchers (Swile)
• Sustainable mobility package
• Choice of laptop (Mac or Windows)
• Regular team events and internal talks

Recruitment process

The process includes:

1. Introductory interview with Talent Acquisition
2. Online test
3. Interview with the Team Lead or Operations Manager
4. Team fit discussion with members of the Operation teams

🚀 The Context

Decathlon is accelerating its global expansion through the Franchise model. To support our partners worldwide (stores & back-office), we are building a dedicated Data squad. You will join a "start-up within the group" environment. You will be the key bridge between Decathlon's massive internal data ecosystem and our external partners.

🎯 The Mission

Your goal is threefold:

1. Drive the Franchise Business: Act as the analytical partner for internal teams, providing deep-dive analyses and actionable insights to optimize operations (Stock, Supply, Pricing, etc.).
2. Build & Deliver: Ensure Franchise partners have visibility on their performance (Sales, Stock, KPIs) by providing reliable dashboards.
3. Bridge & Adapt: Collaborate with internal Decathlon business teams to "port" and adapt existing successful data products for the Franchise perimeter.

You are not just building charts; you are building the trust our partners place in Decathlon’s data to manage their business and calculate their royalties.

💼 Key Responsibilities

Analyse : help business partner to take the best decision, Analytics, viz,...

          Business Analysis & Insights 

• Decision Support: Actively help business partners take the best decisions regarding stock management, supply chain efficiency, and pricing strategies for the Franchise network.
• Proactive Analytics: Don't just answer questions; dig into the data to identify trends, anomalies, and business opportunities. Translate complex data sets into clear, actionable recommendations.
  
  Data Visualization & Delivery (Tableau)
  
  
• Ownership: Lead the design, development, and maintenance of Tableau dashboards for Franchisees and internal Franchise teams.
• Adaptation Strategy: Work with internal domains (Supply, Retail, Offer) to identify existing dashboards, understand their logic, and duplicate/adapt them for the Franchise context.
• User Experience: Ensure dashboards are readable, actionable, and secure (Row Level Security is key).
  
  Analytics Engineering (dbt & SQL)

• Modeling: You don't wait for data to be ready. You use dbt (on top of Databricks) to build your own marts and business layers from the raw data prepared by the Data Engineer.
• Business Logic: Implement complex business rules (Royalties calculation, Taxable turnover, Margins) directly in the code base, ensuring auditability and version control.
  
  Stakeholder Management & Animation

• Internal Negotiation: Navigate the Decathlon ecosystem to find the right data owners and secure access to source dashboards/datasets.
• Partner Support: Act as the referent for Franchisees regarding Data interpretation. Help them understand their KPIs and gather their feedback to improve our products.
  
  Data Culture

• Promote data-driven decision-making within the Franchise team (Expansion strategy, Partner selection).
• Document business rules and KPIs definitions to create a shared "Franchise Language".

🛠 Technical Environment

• Storage & Compute: Databricks (Lakehouse architecture).
• Transformation: dbt (SQL).
• Visualization: Tableau Software.

👤 Profile We Are Looking For

Experience:

• 3+ years of experience in BI, Data analysis or Analytics Engineering.
• Retail experience is a strong plus (understanding of supply chain, stock rotation, pricing elasticity, etc.).

Hard Skills:

• SQL: Advanced level (Window functions, joins, performance tuning).
• Tableau: Expert level (LODs, Parameters, complex blending, Server management is a plus).
• dbt/Modeling: Good understanding of data modeling (Star Schema) and modern transformation workflows.

Soft Skills:

• Autonomous: You know how to take a vague business request and turn it into a delivered product or a clear analytical answer.
• Business Partner: You speak "Retail" and "Finance" as well as you speak SQL.
• Resourceful: You are not afraid to dig into legacy dashboards to understand how a KPI was calculated 5 years ago.
• Pedagogue: You can explain a data discrepancy to a non-technical franchise owner.
• Language: Fluent English is mandatory (international partners). French is a strong plus.

🎁 Why Join Us?

• Impact: Your work directly impacts the business of our partners and their way of piloting their stores.
• Construction: You arrive at the beginning of the journey. There is still a lot to build, structure, and optimize.

Modern stack : You work on a state-of-the-art modern data stack (Databricks, dbt).