Customer Care Excellence Manager

The Customer Care Excellence Manager will define and deploy the Customer Care target operating model, drive the KPIs that will make a difference and share best practices. The role holder will understand and prioritize the goals, needs and challenges of the local teams, drive ideation and implementation of new and improved ways of working, tools and processes to drive improvements and make it easier for our customers and our teams.

**Main Responsibilities**:

- Develops and deploys Customer Care Target Operating Model, optimises and drives efficient, improved performance of Customer Care teams in local countries
- Audits and reviews ways of working and performance of countries to provide and drive recommendations to countries to optimize their operations with structured framework in place to identify, formalize and share best practice and knowledge across countries
- Defines, drives and evolves Customer Care Key Performance Indicators, sets benchmarks with effective review and comparison of KPIs between countries
- Engages with key stakeholders to form strong, collaborative working relationships across the business in both local and group teams with key role in leading the Customer Care community
- Understands main business and Customer Care objectives, challenges and goals per country to maintain understanding of operation and assesses maturity levels of key operational criteria
- Understands common challenges and priorities needs of countries based on delivering maximum value to the business across multiple countries with structured approach to effectively scaling solutions
- Drives ideation and implementation of new and improved Customer Care tools and processes to accelerate Customer Care teams operational effectiveness
- Understands Customer Care tools and technologies with strong awareness of future trends and is consistently informed and ahead of the game in relation to new and innovative approaches to supporting our customers

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**Qualifications & Skills**:

- 5 years+ experience at senior level in Customer Care environment
- 3 years+ management experience
- In depth understanding of optimizing capabilities such as Knowledge Management, Web Chat, Answer/Chat bots, process automation, Workforce Management, Quality Monitoring
- Clear knowledge of Customer Care KPIs, benchmark/industry standards
- Passion for Customer Care and an advocate for customers within the business
- Well developed leadership, planning, organization and process development skills
- Excellent communication, presentation and facilitation skills with ability to interact and build credibility with stakeholders across functions
- Fluency in English, both verbal and written and experience in working in an international environment
- COPC Standards Certification desirable
- Other Customer Care specific qualifications and/or training desirable
- Ability to travel regularly to various central locations and local countries

**About Lyreco**:
The Lyreco Group is the European leader and the third largest distributor of workplace products and services in the world. A privately-owned company since 1926, Lyreco is now present in 25 countries, operating in 40 different countries across the globe.

A global workplace solutions company with 12,000 employees, Lyreco's mission is to delivery sustainably, what any workplace needs, so its people can focus on what matters most. We are pioneers, today and tomorrow, in delivering what any workplace needs, from workplace products, to services, anywhere you work. We are active in the areas of office supplies, print services and consumables, PPE and safety solutions, coffee and catering, hygiene and cleaning, furniture and ergonomics solutions, and wellbeing services.

To learn more about Lyreco - see our career website here

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