We are currently seeking a forward-thinking Customer Support Manager (H/F) to spearhead our Customer Care Excellence Function.
As a key member of Sales Excellence Group team, you will define the vision, deploy, control, and drive the continuous improvement of the company’s process in Customer Care area, and animate relevant stakeholders.
Main activities:
- Key users community creation, development and animation. Lead and energize Customer Care community by orchestrating interactions among regional referents, promoting an exchange of best practices and insights.
- Identify local needs in terms of IT needs by capturing specific requirements, appraising their value and establishing priority to align with the Group's sales goals. Make propositions for the IT roadmap of Customer Care Excellence.
- Mapping technical support activities: current organization per BU / BA and together with Customer Care Excellence Director, definition of the organizational target:
process: onboarding of newcomers, training (on the product ranges and on the softs skills: how to deal with customer, usage of tools)
organization: level 1, level 2, level X, auditing of calls, teamleaders etc.
tools
- Auditing of the entities on the regular basis. Assess and scrutinize the customer care process performance, ascertain gaps, formulate strategic actions, and drive continual process improvements
- Job descriptions writing, competency matrix creation and cascading to the local BA / BU with training plan associated to enhance the development and upskilling of teams
Main challenges of the position: creation of process, standards, working methods and harmonize KPIs around the world. Build and deploy roadmap for short and long term and delivery on time.
Strong knowledge of customer care activities
Structured, project management oriented and results oriented
Strong analytical skills
Easy with technical & digital tools
Very strong interpersonal skills: building relations, good presentation and communication skills
Capacity to train and support teams in new process adoption
Open minded, agility in a transversal & multicultural environment
Education: Master’s Degree in Operations, Logistics, International Management, Supply Chain or business
Experience: minimum of 6 years experience in a call center / customer care center
Language: fluent English (C1 level)
Permanent position
Location : France with easy to travel to Headquarters in Cluses (France, Haute-Savoie) or Europe. Full remote allowed, ideally close to Somfy offices location.
Travel: once a month/one per quarter + regular travel to the Headquarters in Cluses (France, Haute-Savoie)
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