Customer Success Manager

il y a 2 semaines

Paris e, France O'BARBERSHOP SAS Temps plein

**Ta mission : Mettre en place un service client scalable et faire du service client un levier de croissance pour O’Barbershop**

Encadré(e) par notre Customer Success Manager, tu seras rattaché(e) à un portefeuille clients B2B (nos barbiers) et B2C (nos barbus) pour gérer leur expérience client depuis l’avant-vente (conseils) jusqu’à l’après-vente (litiges), en passant par l'onboarding, le suivi de leurs commandes et l’encadrement de quelques formations à l’étranger.

En résumé, être leur interlocuteur unique, faire en sorte qu’ils soient satisfaits des produits et services et restent addict à **O’Barbershop** ou bien le deviennent.

Tu devras:

- Répondre aux barbiers et barbus proactivement, par le biais des canaux de communication comme le mail, le téléphone, le SMS, mais aussi par l’intermédiaire du **chatbot**, du **logiciel de service client**, d’outils de **visio-conférence**, ou encore des **réseaux sociaux, **pour prendre leurs commandes mais surtout les accompagner vers l’indépendance et le **self-service** sur nos **plateformes e-commerce** dédiées aux professionnels de la barbe ou aux clients particuliers.
- Acquérir de nouveaux clients/leads et transformer les essais. C’est un poste à 90% sédentaire donc il te faudra être en mesure de **créer du lien** et de la **confiance** malgré la distance, grâce aux **outils digitaux** à ta disposition.
- Assurer le respect des protocoles **O’barbershop** et proposer des améliorations de l’expérience client.
- Faire remonter les informations utiles pour la mise en place de campagnes marketing, d’offres promotionnelles et la prise de décision, en adéquation avec les besoins et attentes des barbiers. On attend que tu sois **force de proposition** à ce niveau, les possibilités sont sans limites tant que l’information est précise, digeste et qu’elle circule.
- Anticiper (et résoudre bien sûr ) les problèmes liés à une commande.
- Analyser les causes originelles du mécontentement et trouver des solutions.
- Encadrer des formations professionnelles courtes à l’étranger (Hollande, Italie et Royaume-Uni) : accompagnement de groupes de barbiers et traduction des formations à l’oral.
- Veille concurrentielle et commerciale.

**Profil recherché**

Tu parles anglais, tu as une expérience professionnelle similaire, une motivation à toutes épreuves et tu es passionné(e) par la relation clients ainsi que par le **commerce digital** ?

Organisé(e), méthodique et réfléchi(e), tu as un grand sens du service. Tu es à l’aise avec les process tout en sachant faire appel au système D quand il le faut.

Polyvalent(e), tu sais jongler entre différents sujets et différents interlocuteurs, toujours de manière souriante et structurée.

Diplomate en toutes circonstances, à l’aise à l’oral, notamment au téléphone.

Mais par-dessus tout, tu aimes aider, résoudre des problèmes et tout faire pour qu’ils ne se reproduisent plus ?

Tu aimes l’univers start-up où tout va très vite, où on compte les uns sur les autres en permanence et où une mauvaise idée vaut mieux que pas d’idée du tout

Points bonus si tu es barbu(e), tu adores les barbus, tu aimes les bêtes à poils.

Si tu corresponds à seulement quelques critères mais que le poste te plaît beaucoup, postule quand même : on aimerait te rencontrer.

**Déroulement des entretiens**

Nous commencerons par un échange téléphonique et/ou virtuel, puis nous nous rencontrerons à Paris au HQ.

**Et si tout est d’équerre, alors GO **

Rémunération : La rémunération sera en fonction du profil (le fairplay, ça nous connaît)

Type : temps complet

Début : janvier 2023

Lieu : Paris, France (75016) et home-office

Type d'emploi : Stage
Durée du contrat : 6 mois

Salaire : 350,00€ à 1 000,00€ par mois

Avantages:

- Participation au Transport
- Titre-restaurant

Programmation:

- Du Lundi au Vendredi

Expérience:

- CSM: 1 an (Optionnel)

Langue:

- Anglais (Exigé)

Lieu du poste : Télétravail hybride (75016 Paris 16e)

Date de début prévue : 01/01/2023

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