Junior Customer Xp Manager

il y a 7 jours

Paris, France Planet Temps plein

About Us
The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.

Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.

To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software that runs business. By combining software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.

We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition.

Sales, Retail Overview
With a very large portfolio of products, ranging from on-line payments to omnichannel offer management and from tax-free to payment at the point of sale, Planet helps Merchants delivering better payments experiences for customers through our products and services, in a world where digital and physical experiences are coming together.

Our Retail Sales team comprises of 150 employees globally, who, with the acquisition of Datatrans and Proximis, are just getting started to provide a real feel good, connected experience at world's most well-known Retailers.

We are seeking diverse, highly motivated and skilled experts in payments, with a strong passion for acquiring new customers and growing existing ones.

Role Overview
Think customer first. the customer experience manager has the responsibility to make the client journey at the center of all decisions.
He/she will define how to act both through changes in operating rhythm and explicit measures to « make it right ».
With a strategic mindset and a hands-on approach, Customer experience has a key role to identify service improvement to keep client satisfaction and push additional service opportunities.
As a key contributor of Planet’ market awareness, the customer experience manager is defending Planet values and contributing to people trust in our brand.
Through a success process, the team will be responsible and will measure customer satisfaction.
The role comes with a data analysis section where team member will have to link with the Business Intelligence department to provide reports and KPI in order to offer recommendation.

What you will do
Ensuring customer satisfaction over time.
Keeping good relationships with client by setting retention strategies.
Defining new process to better serve clients.
Remove all painless process while maintaining the highest level of compliance and security.
Ambassador at the client store.
Collecting information on site. 2 days a week.
Communicate and educate Planet team members (Account Manager, Business Development, Director, VP, SVP) about this new process.
Expand the number of services provided with our payment solutions.
Embodying the customer experience values and defending a clear CX strategy based on personal experience, new customer trends and market analysis.
Execution of customer experience action plan.
Manage the customer experience strategy towards product and Operation Business units.
Oversee department store training for tax free & DCC.
Being force of proposal in the new Planet digital tax-free solution, Payment solution and unified commerce offer.
Cultivate Planet's value proposition and push upselling and cross-selling opportunities towards Account Manager.
Implement and Support FRBENELUX Voice of customer and defending customer interest.
Empower other team with the customer experience vision and mindset.
Coordination and forwarding of customer inquiries to other departments (OPs, support, Product, Business Development and Account Management).
Defending internally via Town hall and other company ceremonial the customer experience cultural cues and visions.
Who you are
You possess high level of social competence and the ability to empathize with others.
You pro-actively gather insights in the markets and businesses your customers are in and understand what opportunities and threats the customer can encounter.
You have excellent analytical skills to perform a remediation plan and help your client to develop growth plans.
You have excellent communication skills in French & English

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