Head of Customer Service

This is a position within Keller Executive Search and not with one of its clients.

As the Head of Customer Service in Paris, France, this senior role is accountable for shaping customer service strategy and delivering measurable outcomes across the business. The position partners closely with cross‑functional leaders, drives operational excellence, and scales processes to support growth.

Key Responsibilities:

• Set a clear multi‑year strategy and translate it into quarterly plans with accountable metrics.
• Lead teams with a focus on coaching, psychological safety, and high performance.
• Elevate CSAT/NPS through service design, QA, and knowledge management.
• Build data‑driven operating rhythms, dashboards, and continuous‑improvement loops.
• Own budgets and vendor relationships; negotiate contracts that balance value, risk, and speed.
• Design compliant processes aligned to local regulations and internal policies.
• Partner with Sales, Marketing, and People Operations to execute company priorities.
• Represent the function to senior leadership; prepare crisp updates and decision memos.

To learn more about Keller, please see:

Ce poste est au sein de Keller Executive Search et non chez l'un de ses clients.

En tant que Head of Customer Service à Paris, France, ce rôle senior définit la stratégie Customer Service et délivre des résultats mesurables. Le poste implique une collaboration étroite avec la direction, l'excellence opérationnelle et la mise à l'échelle des processus.

Responsabilités clés :

• Définir une stratégie pluriannuelle et la décliner en plans trimestriels avec indicateurs.
• Encadrer les équipes avec un leadership fondé sur le coaching et la sécurité psychologique.
• Mettre en place des rituels pilotés par la donnée et l'amélioration continue.
• Gérer budgets et fournisseurs ; négocier des contrats équilibrant valeur, risque et rapidité.
• Concevoir des processus conformes aux lois locales et aux politiques internes.
• Coopérer avec Ventes, Marketing et RH pour exécuter les priorités.
• Représenter la fonction auprès de la direction générale.

Pour en savoir plus sur Keller :

• 7+ years in progressively senior roles within the relevant discipline; experience leading managers.
• Demonstrated success building scalable processes and delivering against OKRs.
• Strong analytical and financial acumen; fluency with data tools and business cases.
• Excellent stakeholder management and executive communication skills.
• Working knowledge of applicable local laws, standards, and industry best practices.
• Bachelor's degree required; advanced degree or certifications are advantageous

Exigences :

• 7+ ans d'expérience progressive, dont management de managers.
• Réussites avérées dans la mise en place de processus scalables et l'atteinte d'OKR.
• Solide sens analytique et financier.
• Excellente communication auprès des parties prenantes.
• Connaissance des lois et normes locales.
• Diplôme Bac+3 minimum ; Bac+5/certifications appréciés.

• Competitive compensation: € 109,000–133,000 EUR
• Opportunities for professional growth and leadership development.
• Company culture: Flat management structure with direct access to decision‑makers; open communication environment.
• Full medical coverage.

Equal Employment Opportunity Statement:
Keller Executive Search provides equal employment opportunities to all qualified applicants and employees. Employment decisions are based on merit, qualifications, and business needs, without regard to protected characteristics under applicable law.

Commitment to Diversity:
An inclusive and equitable workplace is actively fostered. Hiring, development, and advancement practices are designed to broaden representation and ensure fair access to opportunity.

Data Protection and Privacy:
Personal data is processed solely for recruitment and employment purposes, in accordance with applicable data‑protection laws (including GDPR where relevant). Information may be retained for compliance and legitimate interests, subject to data minimization and security controls.

Pay Equity:
Compensation practices are reviewed to support pay equity for substantially similar work, accounting for bona fide factors such as experience, education, and performance.

Health and Safety:
Workplace health and safety obligations are observed in line with applicable national and local requirements. Employees are expected to follow all safety policies and promptly report hazards.

Compliance with Law:
All recruitment, selection, and employment practices are conducted in compliance with applicable laws and regulations in the jurisdiction of employment.

Égalité des chances :
Keller Executive Search garantit l'égalité d'accès à l'emploi conformément au droit applicable.

Diversité :
Un environnement inclusif et équitable est activement promu.

Protection des données :
Les données personnelles sont traitées uniquement à des fins de recrutement, conformément à la loi.

Équité salariale :
Les pratiques de rémunération sont revues pour soutenir l'équité salariale.

Santé et sécurité :
Les obligations en matière de santé et sécurité au travail sont respectées.

Conformité :
Les pratiques respectent les lois et règlements applicables dans la juridiction d'emploi.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.