Customer Success Director

This role leads the “Customer Success” Department which centralizes all “back-office” activities, producing all the required actions needed to fulfill the needs of our customers with the ambition to deliver excellent service to our customers and commercial partners.
This role reports directly to the COO and will be a member of the ETS Management Committee (ManCom).
The Customer Success team will be involved in:

- Facilitating the adoption by customers of all Easytrip services and help them achieve value from the products and services subscribed
- Ensuring the highest possible customer satisfaction and developing customer loyalty and retention
- Optimizing the customer journey in all its stages
- Ensuring that the production of all services (meaning electronic tolling, VAT recovery, ferry booking and other value added services) is produced in the most industrialized, digital and optimized way
- Participating to upselling and cross-selling strategies (to be aligned & coordinated with Marketing and Sales)

As this Department is a creation by combining activities and staff from other departments, the Customer Success Director is accountable to create the Customer Success roadmap and strategy; ensuring the appropriate deployment of all actions agreed to deliver our long-term objectives.

**Profil**:

- Define and establish the required organization (staffing, managing and reporting lines)
- Establish or update all required policies, procedures and work instructions, within our established ISO-certified Performance Management System to reflect the scope of this department
- Build an organizational capability for the Customer Success operations;
- including planning and implementing a partial or full relocation of operations in another country/office to be determined
- enabling productivity gains by the rationalization of the workforce organization and processes
- Set up efficient productivity tools and KPIs and monitor the activities to reach performance goals and customer satisfaction and retention;
- Working in partnership with the ICT Department to improve current tools/define new tools, starting from the business needs expression and formalization
- Be directly accountable for the P&L of his department and collectively with the Management Committee accountable for the P&L of the business
- Infuse a culture of customer service excellence and centricity within the team
- Work very closely with the Sales Director and sales forces to ensure customer satisfaction
- Work closely with the Products & Services team to optimize the customer journey for all our products and services
- Address the Change Management part of the project to facilitate the creation of this department and our customer service goals
- Contribute to the ISO 9001 continuous certification for this specific perimeter
- Use and promote up-to-date solutions and technologies internally and externally
- Promote the sharing of good practices and support the business development of Egis’ European road users services (under the Easytrip brand)

**Localisation du poste**:
**Localisation du poste**:
Europe, France, Ile-de-France

**Lieu**:
Start Guyancourt

**Niveau d'études min. requis**:
5-Master

**Niveau d'expérience min. requis**:
Supérieur à 10 ans