Customer Care Excellence Manager
Il y a 3 mois
The Customer Care Excellence Manager will define and deploy the Customer Care target operating model, drive the KPIs that will make a difference and share best practices. The role holder will understand and prioritize the goals, needs and challenges of the local teams, drive ideation and implementation of new and improved ways of working, tools and processes to drive improvements and make it easier for our customers and our teams.
**Main Responsibilities**:
- Develops and deploys Customer Care Target Operating Model, optimises and drives efficient, improved performance of Customer Care teams in local countries
- Audits and reviews ways of working and performance of countries to provide and drive recommendations to countries to optimize their operations with structured framework in place to identify, formalize and share best practice and knowledge across countries
- Defines, drives and evolves Customer Care Key Performance Indicators, sets benchmarks with effective review and comparison of KPIs between countries
- Engages with key stakeholders to form strong, collaborative working relationships across the business in both local and group teams with key role in leading the Customer Care community
- Understands main business and Customer Care objectives, challenges and goals per country to maintain understanding of operation and assesses maturity levels of key operational criteria
- Understands common challenges and priorities needs of countries based on delivering maximum value to the business across multiple countries with structured approach to effectively scaling solutions
- Drives ideation and implementation of new and improved Customer Care tools and processes to accelerate Customer Care teams operational effectiveness
- Understands Customer Care tools and technologies with strong awareness of future trends and is consistently informed and ahead of the game in relation to new and innovative approaches to supporting our customers
**Qualifications & Skills**:
- 5 years+ experience at senior level in Customer Care environment
- 3 years+ management experience
- In depth understanding of optimizing capabilities such as Knowledge Management, Web Chat, Answer/Chat bots, process automation, Workforce Management, Quality Monitoring
- Clear knowledge of Customer Care KPIs, benchmark/industry standards
- Passion for Customer Care and an advocate for customers within the business
- Well developed leadership, planning, organization and process development skills
- Excellent communication, presentation and facilitation skills with ability to interact and build credibility with stakeholders across functions
- Fluency in English, both verbal and written and experience in working in an international environment
- COPC Standards Certification desirable
- Other Customer Care specific qualifications and/or training desirable
- Ability to travel regularly to various central locations and local countries
**About Lyreco**:
The Lyreco Group is the European leader and the third largest distributor of workplace products and services in the world. A privately-owned company since 1926, Lyreco is now present in 25 countries, operating in 40 different countries across the globe.
A global workplace solutions company with 12,000 employees, Lyreco’s mission is to delivery sustainably, what any workplace needs, so its people can focus on what matters most. We are pioneers, today and tomorrow, in delivering what any workplace needs, from workplace products, to services, anywhere you work. We are active in the areas of office supplies, print services and consumables, PPE and safety solutions, coffee and catering, hygiene and cleaning, furniture and ergonomics solutions, and wellbeing services.
To learn more about Lyreco - see our career website here
LI-HR1
LI-Hybrid
managementFR
-
Brand Manager Beauty Care H/F
il y a 7 jours
France, FR MICHAEL PAGE INTERIM MANAGEMENT Temps pleinPoste : Missions : * Vous avez la responsabilité des cotons à démaquiller et des cotons bébé, afin de recommander et développer les plans d'action de la marque en France, en Italie et en Belgique en accord avec la stratégie internationale, * Vous recommandez le plan marketing annuel et mettez en uvre les activités marketing comme les...
-
Brand Manager Beauty Care H/F
il y a 7 jours
France MICHAEL PAGE INTERIM MANAGEMENT Temps pleinPoste : Missions : * Vous avez la responsabilité des cotons à démaquiller et des cotons bébé, afin de recommander et développer les plans d'action de la marque en France, en Italie et en Belgique en accord avec la stratégie internationale, * Vous recommandez le plan marketing annuel et mettez en uvre les activités marketing comme les...
-
Customer Success Manager
il y a 2 semaines
France, FR 83zero Temps pleinCustomer Success Manager – Cyber Location: France (Fully Remote)83zero is partnered with a leading cyber security company who are seeking a skilled Customer Success Manager to work on their SASE and Cloud portfolio and join their highly collaborative team based across Europe. They are looking for a hardworking individual who has a cybersecurity background...
-
Customer Success Manager
il y a 2 semaines
France 83zero Temps pleinCustomer Success Manager – Cyber Location: France (Fully Remote)83zero is partnered with a leading cyber security company who are seeking a skilled Customer Success Manager to work on their SASE and Cloud portfolio and join their highly collaborative team based across Europe. They are looking for a hardworking individual who has a cybersecurity background...
-
Assistant Customer Care
Il y a 5 mois
Bonneuil-en-France ASTONSKY Temps plein_**ASTONSKY **_ ASTONSKY est une société d’assistance aéroportuaire dédiée à l’aviation d’affaires. Créée en 2009, sur l’aéroport de Toussus-le-Noble, ASTONSKY développe son activité en 2019 avec l’acquisition d’un des 7 terminaux aéroportuaires de l’aéroport du Bourget, pour proposer un concept nouveau empreint d’une qualité...
-
Customer Care Specialist Aérien
il y a 3 semaines
Tremblay-en-France Kuehne+Nagel Temps pleinCustomer Care Specialist Aérien - QuickSTAT H/FTremblay-en-France, Seine-Saint-Denis, France | Frachttransport und Kundenservice | Vollzeit | FR2089928QuickSTAT, filiale du Groupe Kuehne+Nagel, fournit des solutions logistiques sur-mesure pour les industries pharmaceutiques et biotechnologiques dans plus de 150 pays à travers le monde. Nos solutions...
-
Senior Customer Success Manager
il y a 3 semaines
France, FR 83zero Temps pleinSenior Customer Success Manager – Cyber Location: France (Fully Remote)83zero is partnered with a leading cyber security company who are seeking a skilled Senior Customer Success Manager to work on their SASE and Cloud portfolio and join their highly collaborative team based across Europe. They are looking for a hardworking individual who has a...
-
Senior Customer Success Manager
il y a 3 semaines
France 83zero Temps pleinSenior Customer Success Manager – Cyber Location: France (Fully Remote)83zero is partnered with a leading cyber security company who are seeking a skilled Senior Customer Success Manager to work on their SASE and Cloud portfolio and join their highly collaborative team based across Europe. They are looking for a hardworking individual who has a...
-
Customs Broker Manager
il y a 4 semaines
Roissy-en-France, Val-d'Oise Expeditors Temps pleinCustoms Broker ManagerExpeditors is a global logistics company that's looking for a skilled Customs Broker Manager to join our team. As a key member of our customs brokerage team, you'll be responsible for managing customs systems, promoting productivity tools, and conducting annual reviews for our employee retention program. With a strong background in...
-
Transportation Excellence Specialist
il y a 3 semaines
Tremblay-en-France, Île-de-France Kuehne+Nagel Temps pleinAbout the RoleWe are seeking a highly skilled Client Relationship Manager to join our team in Roissy CDG. As a key member of our team, you will be responsible for delivering exceptional customer service and ensuring operational excellence in transport management.Key ResponsibilitiesProvide information to customers by verifying understanding of requests,...
-
Customer Success Manager H/F
il y a 1 mois
France, FR IMPACTUP Temps pleinPoste : Vos missions : Rattaché(e) à la Directrice du Département Concours & Examens, votre responsabilité clé sera de garantir la satisfaction et la fidélisation de nos clients en accomplissant les missions suivantes : - Interagir avec nos clients pour établir une relation solide avec eux : S'assurer de leur satisfaction et être force de...
-
Customer Success Manager H/F
il y a 1 mois
France IMPACTUP Temps pleinPoste : Vos missions : Rattaché(e) à la Directrice du Département Concours & Examens, votre responsabilité clé sera de garantir la satisfaction et la fidélisation de nos clients en accomplissant les missions suivantes : - Interagir avec nos clients pour établir une relation solide avec eux : S'assurer de leur satisfaction et être force de...
-
Network Excellence Development Manager
il y a 3 semaines
France, FR HD Hyundai Construction Equipment Europe Temps pleinWe are currently looking for a highly motivated individual to join our Construction Equipment Sales Department as a Network Excellence Development Manager. The NED Manager is responsible for strategically building, maintaining, and optimizing the dealer network within HD Hyundai Construction Equipment Europe.This role is pivotal in recruiting high-performing...
-
Network Excellence Development Manager
il y a 3 semaines
France HD Hyundai Construction Equipment Europe Temps pleinWe are currently looking for a highly motivated individual to join our Construction Equipment Sales Department as a Network Excellence Development Manager. The NED Manager is responsible for strategically building, maintaining, and optimizing the dealer network within HD Hyundai Construction Equipment Europe.This role is pivotal in recruiting high-performing...
-
Customs Brokerage Manager- North France- H/F-Roissy
Il y a 2 mois
Roissy-en-France Expeditors Temps pleinLast update : Sep 30, 2024 We take care of our employees, and they take care of our customers! Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle, we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find...
-
Customer Service Manager
Il y a 2 mois
France Qualis Recrutement Temps pleinPoste : Qualis, expert en recrutement, recherche pour son client compagnie maritime, un(e) Customer Service Manager (H/F) pour un poste en CDI basé à Marseille. Qualis, expert en recrutement, recherche pour son client compagnie maritime, un(e) Customer Service Manager (H/F) pour un poste en CDI basé à Marseille. Au poste de Customer Service Manager...
-
Customer Care Specialist Aérien
Il y a 4 mois
Tremblay-en-France Kuehne+Nagel Temps pleinJOB DESCRIPTION QuickSTAT, filiale du Groupe Kuehne+Nagel, fournit des solutions logistiques sur-mesure pour les industries pharmaceutiques et biotechnologiques dans plus de 150 pays à travers le monde. Nos solutions accompagnent les acteurs de la R&D tout au long des phases de développement de nouveaux médicaments, de la préclinique, clinique à la...
-
Customer Service Representative
il y a 4 semaines
Tremblay-en-France, Île-de-France Kuehne+Nagel Temps pleinJob Description: We are seeking a dedicated Customer Relationship Manager to join our team in Roissy CDG. As a key member of our logistics operations, you will serve customers by providing information and responding to requests in accordance with Quick's Quality Assurance standards.Your Responsibilities:* Provide information to customers by verifying...
-
Customs Brokerage Manager
il y a 1 mois
Roissy-en-France, Val-d'Oise Expeditors International of Washington, Inc. Temps pleinJob SummaryWe are seeking a highly skilled Customs Brokerage Manager to join our team in North France. As a key member of our international trade team, you will be responsible for developing and managing our customs product in the marketplace, ensuring compliance with company policies and regulations.Key ResponsibilitiesDevelop and implement customs...
-
Customer Project Manager
Il y a 3 mois
France, FR Horizon Trading Solutions Temps pleinHorizon Trading Solutions is an independent global technology company focused on electronic trading, supporting agency and principal business goals across equities and derivatives. For over 20 years we’ve equipped the most progressive global capital market players with powerful algorithmic technology and direct connectivity to more than 80 exchanges...
