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ALTERNANCE - Customer Experience Project Support EMEA H/F

il y a 1 mois

CharentonlePont, France EssilorLuxottica Group Temps plein

QUI SOMMES-NOUS ?

 

Nous sommes EssilorLuxottica, un leader mondial dans la conception, la fabrication et la distribution de verres ophtalmiques, de montures et de lunettes de soleil. L'entreprise réunit l'expertise complémentaire de deux pionniers de l'industrie, l'un dans les technologies avancées des verres et l'autre dans la fabrication artisanale de lunettes emblématiques, pour créer une entreprise verticalement intégrée qui est idéalement positionnée pour répondre à l'évolution des besoins visuels dans le monde et à la demande globale d'une industrie de la lunetterie en pleine croissance. Avec plus de 180 000 employés dévoués dans 150 pays, au service de nos marques emblématiques, notre personnel est créatif, entreprenant et célébré pour ses perspectives uniques et son individualité. Engagés dans la vision, nous permettons aux gens de "voir plus et d'être plus" grâce à nos designs et technologies de verres innovants, à notre qualité exceptionnelle et à nos méthodes de traitement de pointe. Chaque jour, nous influençons la vie de millions de personnes en changeant leur façon de voir le monde.

 

 

WHO WE ARE

We are EssilorLuxottica, a world leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the artisanal manufacture of iconic eyewear, to create a vertically integrated business that is ideally positioned to meet the world's evolving vision needs and the global demand of a growing eyewear industry. With over 180,000 dedicated employees in 150 countries, serving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to ‘see more and be more’ through our innovative lens designs and technologies, exceptional quality and state-of-the-art processing methods. Every day, we influence the lives of millions of people by changing the way they see the world.

 

Description du poste : 

 

Le Service client EMEA a deux focus :

 

1. Capturer et piloter la voix du Client sur l’ensemble de ses interactions commerciales et opérationnelles avec EssilorLuxottica et mener les plans d’action correcteurs nécessaires pour augmenter sa satisfaction. Le scope EMEA comprend 32 pays, 63 filiales et 23 langues.

 

2. Donner un support opérationnel stratégique et projets aux 91 centres de relation clients (CIC) à travers EMEA pour nos opticiens (B2B / Wholesales)

 

Missions proposées :

 

  • Contribuer au déploiement d’enquêtes de satisfaction client (préparation / paramétrage / test / coordination des entités) et à l’analyse des résultats.
  • Participer à l’animation de la communauté CIC EMEA :
  • Aide à l’organisation des séances d’information et des workshops sur site.
  • Ecrire et coordonner la communication newsletter et sharepoint
  • Piloter et consolider la mise à jour du dashboard du service clients EMEA
  • Participer à différents projets d’amélioration clients et opérations CIC

 

Job description: 

 

EMEA Customer Service has two focuses:

 

1. To capture and manage the voice of the customer throughout all commercial and operational interactions with EssilorLuxottica and to lead the corrective action plans necessary to increase customer satisfaction. The EMEA scope includes 32 countries, 63 subsidiaries and 23 languages.

2. Provide strategic and project operational support to the 91 Customer Relationship Centres (CIC) across EMEA for our opticians (B2B / Wholesales).

 

Proposed tasks:

 

  • Contribute to the deployment of customer satisfaction surveys (preparation / parameterisation / testing / coordination of entities) and the analysis of results.
  • Participate in leading the CIC EMEA community:
  • Helping to organise information sessions and on-site workshops.
  • Writing and coordinating newsletter and sharepoint communications.
  • Managing and consolidating the updating of the EMEA customer service dashboard.
  • Participate in various CIC customer and operational improvement projects

 

Profil :

 

Vous intégrerez à la rentrée prochaine un Master en gestion de projet/marketing digital ou Management des services. Vous êtes à l’aise avec la récolte et l’analyse de données, ainsi vous êtes à l’aise avec l’utilisation d’Excel, une connaissance de Qualtrics serait un plus. L’anglais sera la langue de référence, ainsi vous justifiez d’un niveau C1 en anglais. Enfin, vous disposez d’excellentes capacités rédactionnelles et savez être force de proposition.

 

Prise de poste : Septembre 2024                                          

Localisation : Charenton, métro ligne 8

Dates/période : 24 mois

 

 

Profile:

 

You will be starting a master’s degree in project management/digital marketing or service management. You'll be comfortable collecting and analysing data, so you'll be comfortable using Excel. Knowledge of Qualtrics would be a plus. English will be the reference language, so you have a level C1 in English. Finally, you will have excellent writing skills and be able to make suggestions.

 

Start date: September 2024                                          

Location: Charenton, metro line 8

Dates/period: 24 months

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