Operations Manager

il y a 4 semaines

Paris, France EGYM GmbH Temps plein

**Your daily workout**:
Tu intégreras l’équipe Opérations, qui a pour mission d’assurer le support, le traitement des demandes administratives, l’amélioration continue de nos processus et la satisfaction de nos d’abonnés, clients et partenaires.

**Dans cette équipe, trois axes verticaux sont définis**:

- **
Members** : BtoC, utilisateurs de l’app Gymlib (2 personnes)
- ** Partners** : BtoB, nos salles de sport partenaires : Neoness, Episod, Dynamo, Five, Climb up(2 personnes)
- ** Corporate** : BtoB, nos clients entreprises : Deloitte, Carrefour, Ratp, Konbini (3 personnes + toi)

Pour l’axe “Corporate”, nous recherchons une personne pour assurer **le support client**. Rattaché(e) au Head of Opérations, tu seras en charge de la **satisfaction client** et tu **développeras des relations privilégiées avec nos clients** ainsi que divers interlocuteurs internes (Finance, Partenaires, Sales, CSM).

**Tes principales missions seront les suivantes**:

- Gestion des exceptions de facturations (déposer les factures sur les plateformes comptables des clients)
- Traiter les **onboardings client**, effectuer les démarches administratives (création dans notre back-office), vérification de la conformité des données client figurant sur le contrat en lien avec Hubspot et bientôt Salesforce.
- Améliorer et optimiser nos processus pour les rendre plus efficaces, en identifiant les points de friction, les tâches à automatiser, et en documentant nos processus.

**Projets annexes**:

- Être le back-up de l'équipe sur certains sujets tels que la **modification de contrat client**, **le processus de facturation mensuel, le suivi des impayés et les onboardings des entreprises.**
- ** Outils utilisés**:

- Intercom
- Salesforce
- SAP
- Hubspot
- Notion
- Slack
- ChatGPT
- Excel

**Your fitness level**:

- Tu as suivi une **formation commerciale & administration des ventes.**:

- Tu as une **première expérience obligatoire** dans la **communication avec les clients** ainsi que dans **l'administration et la satisfaction des clients**.
- Tu disposes d’une communication parfaite à l’écrit comme à l’oral.
- Rigoureux(se) et engagé(e), tu fais preuve d’un excellent relationnel auprès de nos abonnés et partenaires sportifs.
- Adaptable, à l’écoute et empathique, tu sais t’adapter à ton interlocuteur et proposer des solutions pour garantir sa satisfaction.
- Tu sais **prioriser** et gérer les moments de rush.
- ** À l’aise en anglais**, tu sais communiquer de manière fluide à l’écrit comme à l’oral.

**Your training goal for your first 6 months**:
**Ton accompagnement pour les 6 premiers mois**:

- Objectifs sur 1 mois : Maîtriser tous les outils
- Objectifs sur 3 mois : Répondre aux clients dans les 24 heures (jours ouvrables) et être à l'aise sur les projets annexes. Objectifs sur 6 mois : Être garant des onboardings des indépendants/TPE

**Nos Rituels d’équipe**:

- ** Réunion hebdomadaire** avec toute l'équipe Opérations pour échanger sur les actualités du pôle, avec un goûter prévu. ????
- ** Réunion hebdomadaire (1:1)** avec ton manager pour discuter de tes tâches quotidiennes et de ton ressenti sur la semaine écoulée.
- ** Team building**: 1 fois par mois (1 séance de sport/déjeuner d’équipe/escape game etc)

**Journée type**:

- 9h30-11h : Répondre aux demandes clients sur Intercom.
- 11h-12h : Mettre à jour les informations sur Salesforce/Gérer les demandes internes sur slack
- 12h-14h : Pause déjeuner / session sportive en équipe
- 14h-15h : Gérer les onboardings client.
- 15h-16h30 : Répondre aux demandes clients sur Intercom
- 16h30-17h : Réunion avec équipe sur un sujet spécifique
- 17h30-18h30 : Remonter les problèmes rencontrés et soumettre des idées d'optimisation.

**The equipment we provide**:

- **Abonnement Gymlib offert**:

- Carte Tickets restaurant Sodexo (8€/jour)
- Remboursement du Pass Navigo 50%
- Poste basé à Paris (11ème), 156 rue de la Roquette.
- ** Télétravail hybride (2 jours/ semaine)**:

- Snack Totem livrés toutes les semaines

**Your warm up plan**:

- Entretien RH avec Dolihane
- Cas Pratique
- Interview avec le Head of Customer Operations, Yousri et Caroll
- Interview Finale : Senior Operation Director - Zlatiana
- Rencontre avec Nicolas, General Manager

**Contact Information**:
Veuillez télécharger votre CV.

Personne de contact : Dolihane Feddag
1331

**About us**:
**Become part of Gymlib**

Gymlib offers a sport an well-being subscription for employees giving access to 4000 partner infrastructures throughout France and Belgium. It allows you to alternate between tennis, boxing, indoor soccer, yoga, fitness, climbing, golf or other more surprising sports like axe throughing or surfing in the middle of Paris We put sports at the center of our employer brand

Our goal? To accompany companies concerned with improving the well-being and quality of life at work of their tea

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