Customer Support Manager
il y a 3 jours
We are currently seeking a forward-thinking Customer Support Manager (H/F) to spearhead our Customer Care Excellence Function.
As a key member of 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, and animate relevant stakeholders.
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 together with Customer Care Excellence Director, definition of the organizational target:
process: onboarding of newcomers, training (on the product ranges and on the softs skills: how to deal with customer, usage of tools)
organization: level 1, level 2, level X, auditing of calls, teamleaders etc.
tools
- Auditing of the entities on the 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
Education: Master’s Degree in Operations, Logistics, International Management, Supply Chain or business
Experience: minimum of 6 years experience in a call center / customer care center
Language: fluent English (C1 level)
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)
The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.
-
Customer Support Manager
il y a 4 jours
Cluses, France Somfy Temps pleinCustomer Support Manager (H/F) Full-time Company Description As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all. As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home...
-
Customer Experience Manager
il y a 4 semaines
Cluses, France Somfy Temps pleinCustomer Experience Manager (H/F) Full-time Company Description As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and...
-
Group Director Customer Satisfaction
il y a 2 semaines
Cluses, Auvergne-Rhône-Alpes, France SOMFY Group Temps pleinde l'entrepriseAs the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means fostering the...
-
Key Account Management Excellence Owner
il y a 1 mois
Cluses, France SOMFY Group Temps pleinJob DescriptionAs Key Account Management (KAM) Excellence Owner at Somfy Group, you are the cornerstone of the KAM community, propelling it towards a future of growth and customer-centric innovations. Your role is pivotal in implementing the best standards of key account management, and your ability to lead will reflect directly in our success.Main...
-
Key Account Management Excellence Owner
il y a 4 semaines
Cluses, France SOMFY Group Temps plein**Company Description** As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means...
-
Key Account Management Excellence Owner H/F
il y a 2 semaines
Cluses, Auvergne-Rhône-Alpes, France Somfy Temps pleinAs the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means fostering the alliance of a...
-
Directeur Customer Care
il y a 7 jours
Cluses, France Somfy Temps pleinDescription du poste Rattaché à la Direction Générale Somfy France, votre mission sera de contribuer et mettre en œuvre la stratégie Customer Care et Qualité au sein de la Business Area France pour accroître la satisfaction et la fidélisation des clients B2B et B2C. Vous êtes acteur de l’amélioration continue pour une expérience...
-
Directeur Customer Care
il y a 7 jours
Cluses, France SOMFY Group Temps pleinDescription du posteRattaché à la Direction Générale Somfy France, votre mission sera de contribuer et mettre en œuvre la stratégie Customer Care et Qualité au sein de la Business Area France pour accroître la satisfaction et la fidélisation des clients B2B et B2C.Vous êtes acteur de l’amélioration continue pour une expérience clients réussie...
-
Key Account Management Excellence Owner
il y a 4 semaines
Cluses, France Somfy Temps pleinKey Account Management Excellence Owner (H/F) Full-time Company Description As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more...
-
Supply Chain Digital Manager
il y a 4 semaines
Cluses, France SOMFY Group Temps pleinCompany Description As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means...
-
Sales Digital Solution Manager
il y a 4 semaines
Cluses, France SOMFY Group Temps pleinCompany Description As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means...
-
Audience Marketing Cloud Specialist
il y a 3 semaines
Cluses, France SOMFY Group Temps plein**Company Description** As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means...
-
Data Product Manager Reporting
il y a 1 semaine
Cluses, France SOMFY Group Temps plein**Company Description** As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all. As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and...
-
Alternance - Technicien Support Modern Workplace (H/F)
il y a 23 heures
Cluses, France Somfy Temps pleinDescription du poste Vous rejoindrez notre Direction des systèmes d’information, département basé au siège social de Somfy qui comporte plus d’une centaine de collaborateurs qui pilotent nos projets IT/digitaux, ou contribuent globalement à la performance et à l’excellence de notre système informatique. L’alternance proposée sera...
-
Product Manager
il y a 2 semaines
Cluses, Auvergne-Rhône-Alpes, France Somfy Temps pleinDescription du poste Au sein de la Business Line "Exterior", en charge des motorisations des protections solaires extérieures (volets roulants, stores, screens, pergola, EVB, smart windows), 2 postes de Product Managers sont ouverts Chaque Product Manager aura la responsabilité d'un portefeuille produits moteurs: L'un des portefeuilles concerne la...
-
Service Delivery Leader/Manager SAP
il y a 7 jours
Cluses, France SKILLOE Temps pleinBonjour,Nous cherchons pour un de nos clients haut Savoyard un consultant / candidat pour le poste de Service Delivery leader / manager.Démarrage par 6 mois de prestation puis recrutement en CDI.Mission: Manage SAP Ecosystem to support & improve processes that satisfy Business needsLe projet s'inscrit dans le cadre d'un déploiement de SAP S4 HANA...
-
Alternance - Technicien Support Modern Workplace (H/F)
il y a 21 heures
Cluses, France SOMFY Group Temps pleinDescription du posteVous rejoindrez notre Direction des systèmes d’information, département basé au siège social de Somfy qui comporte plus d’une centaine de collaborateurs qui pilotent nos projets IT/digitaux, ou contribuent globalement à la performance et à l’excellence de notre système informatique. L’alternance proposée sera encadrée...
-
Data Product Manager Reporting
il y a 4 semaines
Cluses, France Somfy Temps pleinData Product Manager Reporting (H/F) Full-time Company Description As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all. As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home...
-
Service Delivery Leader/Manager SAP
il y a 6 jours
Cluses, Auvergne-Rhône-Alpes, France SKILLOE Temps pleinBonjour,Nous cherchons pour un de nos clients haut Savoyard un consultant / candidat pour le poste de Service Delivery leader / manager.Démarrage par 6 mois de prestation puis recrutement en CDI.Mission: Manage SAP Ecosystem to support & improve processes that satisfy Business needsLe projet s'inscrit dans le cadre d'un déploiement de SAP S4 HANA à...
-
Product Manager
il y a 2 semaines
Cluses, Auvergne-Rhône-Alpes, France SOMFY Group Temps pleindu posteAu sein de la Business Line "Exterior", en charge des motorisations des protections solaires extérieures (volets roulants, stores, screens, pergola, EVB, smart windows), 2 postes de Product Managers sont ouvertsChaque Product Manager aura la responsabilité d'un portefeuille produits moteurs:L'un des portefeuilles concerne la motorisation des...