Customer Support Excellence Manager
il y a 6 jours
Customer Support Manager Role
We are seeking a Customer Support Manager to spearhead our Customer Care Excellence Function.
As a key member of the Sales Excellence Group team, you will define the vision, deploy, control, and drive the continuous improvement of the company's process in Customer Care area, and animate relevant stakeholders.
Main Responsibilities
- Create a key users community, develop and animate it.
- Lead and energize the Customer Care community by orchestrating interactions among regional referents, promoting an exchange of best practices and insights.
- Identify local needs in terms of IT needs by capturing specific requirements, appraising their value and establishing priority to align with the Group's sales goals.
- Make propositions for the IT roadmap of Customer Care Excellence.
- Map technical support activities: current organization per BU / BA and together with Customer Care Excellence Director, definition of the organizational target.
- Audit entities on a regular basis, assess and scrutinize the customer care process performance, ascertain gaps, formulate strategic actions, and drive continual process improvements.
- Write job descriptions, create competency matrices and cascade them to the local BA / BU with training plans associated to enhance the development and upskilling of teams.
Requirements
- Strong knowledge of customer care activities.
- Structured, project management oriented and results oriented.
- Strong analytical skills.
- Easy with technical & digital tools.
- Very strong interpersonal skills: building relations, good presentation and communication skills.
- Capacity to train and support teams in new process adoption.
- Open minded, agility in a transversal & multicultural environment.
Additional Information
Permanent position. Location: France with easy travel to Headquarters in Cluses (France, Haute-Savoie) or Europe. Full remote allowed, ideally close to Somfy offices location. Travel: once a month/one per quarter + regular travel to the Headquarters in Cluses (France, Haute-Savoie).
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