Customer Success Manager
Il y a 2 mois
**️Vos missions en tant que Customer Success Manager chez Lunii.**:
Leader-euse et Référent-e de notre Team Customer Care & Opérations SAV, vous serez à la croisée des chemins entre tous nos Pôles. Vous bâtirez une solide “Success Team” en harmonisant, en automatisant, et en optimisant les outils, les messages ou encore les procédures pour permettre de répondre aux attentes de nos Clients ou futurs Clients dans une optique d’attractivité et de fidélisation. Vos missions seront:
- Auditer et analyser l’existant. Proposer un plan d’optimisation et d’amélioration en cohérence avec notre feuille de route 2024.
- Coordonner et contribuer au processus de Satisfaction Clients en vous faisant la voix de nos consommateurs-trices au sein de Lunii et en leur apportant les réponses de manière fiable, rapide et viable pour notre société.
- Coordonner la gestion des opérations SAV (stocks, Qualirepar ) et assurer une maîtrise des coûts en garantissant une expérience client optimale et une rentabilité de l’activité.
- Assurer un reporting régulier en analysant les performances de la Team (KPIs et Dashboards).
- Acculturer notre société au Customer Care (exemple : Vis ma Vie), diffuser et faciliter la circulation d'informations en établissant notamment un système de priorisation partagé et clair.
- Élaborer et suivre le budget de l’activité.
- Structurer, manager et animer la Team interne (Customer Care Agent et Coordinatrice SAV) et piloter les moyens externes : freelances et centre de contact.
- Liste non exhaustive._
**_ Lunii recrute et reconnaît tous les talents : nous sommes profondément attaché-e-s à la mixité et à la diversité, on vous attend_**:
**Notre profil idéal**:
- Expérience professionnelle de 5 ans minimum sur un job de Customer Success Manager dans une société en croissance proposant un produit physique et des services digitaux. Idéalement, vous avez une connaissance dans le secteur du jouet, du divertissement ou de l’enfance et du contenu audio.
- Votre anglais est courant (C2) ce qui vous permet d’échanger avec des interlocuteurs-trices du entier. Cerise sur le gâteau, vous maîtrisez l’Italien.
- Doté-e d’un très bon relationnel, d’un regard affûté, d’une organisation millimétrée ainsi que d’une belle intelligence collective, vous savez faire preuve de douceur et de fermeté dans votre activité afin de garantir l’atteinte d’un objectif commun : la Satisfaction Clients. L’expression, _une de fer dans un gant de velours_, vous correspond parfaitement bien
- Vous savez prendre des initiatives et vous appréciez le “test et learn” qui vous permet de vous améliorer au quotidien. Vous êtes très à l’aise dans la manipulation de la Data (et d’excel ). Les chiffres et la maîtrise des coûts, ça vous parle : votre vie est remplie de minutieux dashboards.
- Très autonome et responsable dans vos activités, vous savez aller à l’essentiel. Votre faculté d’adaptation vous permet de gérer n’importe quelle situation en un temps record ️️ avec une très bonne maîtrise de la pression.
- Le must have (qui n’en est pas un ) : vous avez un vrai sens de l’engagement pour la préservation de notre planète (et le séquoia géant)
**Notre process de recrutement**:
- D’abord avec Jennyfer, notre HR People Development pour un premier échange téléphonique (30”),
- Ensuite, vous échangez avec Caroline, notre DRH et Marie, notre Head of Customer avec un use case personnalisé à l’honneur (90”),
- Puis, vous rencontrez Benoît, notre Chief Product Technical Officer, autour d’un ou d’un déjeuner.
- Et pour finir, vous pourrez rencontrer un ou des membres de notre équipe Lunii
**Ce que nous proposons**:
- **Contrat**: CDI - temps plein - travail hybride - **pas de full remote.**:
- **Salaire fixe annuel brut**: 55.000€.
- **Intéressement**: 2.000€.
- **Prime de vacances** : environ 1% de la rémunération annuelle brute.
- **Carte restaurant Swile** : 8,50€/jour - prise en charge à hauteur de 50%.
- **Transport** : prise en charge à hauteur de 50%.
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