Customer Sucess Manager

il y a 1 mois


Paris, Île-de-France Ethi'Kdo Temps plein

Au sein de l'équipe de communication, tu as à cœur à créer du lien avec tes interlocuteur·ices et à promouvoir la consommation responsable.

Rattaché·e à la direction Marketing, Communication et Relations clients, tu es le ou la garant·e du lien entre éthi'Kdo, les marques et enseignes partenaires, et les client·es et les bénéficiaires des cartes cadeaux.

Tu as pour mission d'informer sur les enjeux de la consommation responsable, d'accompagner nos client·es et bénéficiaires, de trouver les meilleures solutions pour les satisfaire et et de leur offrir la meilleure expérience avec nos produits et services, tout en favorisant leur fidélité et engagement à long terme.

En tant que Customer Success Manager, tu joues un rôle central dans le fonctionnement de notre coopérative et collabores étroitement avec tous nos services.

Les missions de Customer Success Manager :

Trouver les meilleures solutions pour accompagner nos clients, partenaires, bénéficiaires à vivre la meilleure expérience sur tous nos canaux (mails, formulaire de contact, téléphone et réseaux sociaux), Gérer de A à Z les aspects opérationnels et logistiques liés à la relation avec nos parties prenantes (gestion des remboursements, envoi des cartes cadeaux, réponses aux avis publics...), Représenter éthi'Kdo sur différents événements grand public, Faire remonter les "retours terrains" au plus près de notre communauté pour nous aider à progresser encore, Participer activement aux réflexions stratégiques liés à l'amélioration de l'expérience clients. Phases d'évolutions :

Les missions du poste sont orientées prioritairement sur la relation client, essentielle au bon fonctionnement de la coopérative. Mais ce rôle de Customer Success étant soumis à une saisonnalité importante, ce poste te permettra de développer également tes compétences en communication lors de période moins chargées.

Phase 1 - Découverte du fonctionnement d'éthi'Kdo : Accompagnement de la chargée de communication sur certaines missions et prise en main des outils de Customer Success.Phase 2 - Haute saisonnalité : véritable montée en responsabilité et gestion de la satisfaction client.Phase 3 - Ouverture sur d'autres missions : Développement des missions propres à la communication.Phase 4 - Si continuation en 2e année : prise en main de projets plus conséquents et formation des nouvelles arrivées sur la partie Customer Success.

Les + de ce stage chez éthi'Kdo

Expérience véritablement responsabilisante mais encadrée et en lien direct avec la responsable communication et SAV, véritable experte de la satisfaction client, Découverte et acquisition d'une expertise en relation clients au sein d'une coopérative bénéficiant d'un taux de satisfaction de 4,9/5, Un vrai tremplin pour un poste de customer success manager au sein d'une structure à impact, Constitution d'une expérience dans l'Économie Sociale et Solidaire, Des locaux situés au sein de l'écosystème de l'ESS dans un tiers-lieu (14ème arrondissement), Equipe d'une quizaine de personnes avec forte cohésion et vie d'équipe: activités sportives, sorties, team building,...,
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