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Client Relationship Manager

Il y a 2 mois

Paris, Île-de-France Europcar Group Temps plein
Client Relationship Manager - Oversight of Service Providers
  • Region: Europcar - Headquarters

Europcar Mobility Group stands as a prominent entity in the mobility sector, dedicated to providing appealing alternatives to traditional vehicle ownership in a responsible and sustainable manner. The company offers a diverse array of vehicle rental services, including cars and utility vehicles, with a commitment to enhancing environmental sustainability.

At the heart of the Group's mission is customer satisfaction, which fuels the ongoing innovation of services across Professional, Leisure, and Proximity sectors.

As the Client Relationship Manager – Oversight of Service Providers, your role involves enhancing the visibility of the Europcar brand through effective Customer Service, with a focus on achieving customer satisfaction and loyalty in accordance with Europcar's commercial strategy.

  • Supervise teams dedicated to customer relationship management, ensuring alignment with Europcar France's strategic objectives.
  • Manage workloads efficiently to guarantee high-quality and timely service delivery.
  • Contribute to the design of performance metrics, activity tracking, and strategic planning.
  • Analyze performance data and results, pinpoint areas for improvement, and boost team productivity.
  • Lead customer service teams to ensure effective resolution of inquiries with an emphasis on client satisfaction.
  • Collaborate with various departments to meet shared goals.
  • Identify recurring challenges, implement enhancement strategies, and optimize team performance.
  • Recruit, train, and nurture teams, promoting employee well-being and professional growth.

Key Responsibilities:

  • Guide outsourced teams engaged in the customer journey for Europcar, Goldcar, and Ubeeqo brands.
  • Implement innovative processes and products.
  • Ensure quality service across all communication channels while meeting group performance expectations.
  • Tackle recurring challenges, introduce corrective actions, and develop training initiatives in collaboration with other customer service teams or departments.

Work closely with all divisions within the Customer Service Directorate, providing essential support to maintain service continuity.

Professional Skills:

Strategic:

  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
  • Fluent in both written and spoken English

Experience: 5 to 7 years in managing customer relationship teams

Behavioral Qualities:
- Accountability
- Analytical and synthesis skills
- Attention to detail and methodical approach
- Objectivity and perspective
- Active listening
- Customer service focus
- Responsiveness
- Adaptability and flexibility
- Independence
- Team collaboration
- Teaching ability
- Initiative and contribution