Customer Support Manager

il y a 1 semaine


Cluses, Auvergne-Rhône-Alpes, France Somfy Temps plein

About Somfy

Somfy is a leading company in the home automation industry, committed to inspiring new and better ways of living for all. As a French, family-owned, and independent group, we have been world leaders for 50 years and pioneers in home automation. Our innovation and excellence in solutions have made us a preferred partner for window and door automation.

Job Description

We are seeking a forward-thinking Customer Support Manager to spearhead our Customer Care Excellence Function. As a key member of our Sales Excellence Group team, you will define the vision, deploy, control, and drive the continuous improvement of our company's process in Customer Care area, and animate relevant stakeholders.

Main Responsibilities

  • Create and lead a key users community to promote an exchange of best practices and insights.
  • Identify local needs in terms of IT requirements, capture specific needs, appraise their value, and establish priority to align with our Group's sales goals.
  • Map technical support activities, including current organization, process, organization, tools, and auditing of entities.
  • Audit the customer care process performance, assess gaps, formulate strategic actions, and drive continual process improvements.
  • Write job descriptions, create competency matrices, and cascade to local BA/BU with training plans to enhance team development and upskilling.

Main Challenges

  • Create process, standards, working methods, and harmonize KPIs around the world.
  • Build and deploy a roadmap for short and long-term delivery.

Requirements

  • Strong knowledge of customer care activities.
  • Structured, project management-oriented, and results-oriented.
  • Strong analytical skills.
  • Easy with technical and digital tools.
  • Very strong interpersonal skills, including building relations, presentation, and communication skills.
  • Capacity to train and support teams in new process adoption.
  • Open-minded and agile in a transversal and multicultural environment.

Education and Experience

  • Master's Degree in Operations, Logistics, International Management, Supply Chain, or business.
  • Minimum of 6 years of experience in a call center or customer care center.
  • Fluent English (C1 level).

Additional Information

This is a permanent position with a location in France, with easy travel to our Headquarters in Cluses or Europe. Full remote work is allowed, ideally close to Somfy offices. Regular travel to the Headquarters is required.


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