Customer Support Manager Position
il y a 4 semaines
Customer Support Manager Position
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.
Main activities:
- Key users community creation, development, and animation.
- Lead and energize 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.
- Mapping technical support activities: current organization per BU/BA and definition of the organizational target.
- Auditing of the entities on a regular basis. Assess and scrutinize the customer care process performance, ascertain gaps, formulate strategic actions, and drive continual process improvements.
- Job descriptions writing, competency matrix creation, and cascading to the local BA/BU with training plan associated to enhance the development and upskilling of teams.
Main challenges of the position: creation of process, standards, working methods, and harmonize KPIs around the world. Build and deploy roadmap for short and long term and delivery on time.
Qualifications
- 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 to 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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