Customer Support Manager (H / F)

Somfy; Cluses; À distance; EUR 40 000 - 60 000; Plein temps

Résumé du poste

Une entreprise familiale française et pionnière dans l'automatisation des fenêtres et des portes recherche un Responsable du Service Client. Dans ce rôle clé, vous serez chargé de définir la vision et d'améliorer continuellement les processus de service client. Vous travaillerez en étroite collaboration avec les parties prenantes pour identifier les besoins locaux et élaborer une feuille de route pour l'excellence du service client. Si vous êtes passionné par l'innovation et que vous souhaitez contribuer à un environnement multiculturel, cette opportunité est faite pour vous. Rejoignez une équipe dynamique et faites une différence dans la façon dont les clients interagissent avec nos solutions.

Qualifications

• Minimum de 6 ans d'expérience dans un centre d'appels ou un centre de service client.
• Capacité à former et à soutenir les équipes dans l'adoption de nouveaux processus.

Responsabilités

• Définir la vision et améliorer les processus dans le domaine du service client.
• Créer et animer une communauté d'utilisateurs clés pour partager les meilleures pratiques.

Connaissances

Gestion de la relation client

Compétences analytiques

Gestion de projet

Compétences interpersonnelles

Agilité dans un environnement multiculturel

Formation

Master en opérations

Master en logistique

Master en gestion internationale

Master en chaîne d'approvisionnement

Outils

Outils techniques et numériques

Description du poste

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 guarantees the excellence of our solutions.

We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

Job Description

We are currently seeking a forward-thinking Customer Support Manager (H / F) 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 the Customer Care area, and animate relevant stakeholders.

Main activities :

1. 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.
2. 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.
3. 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 soft skills: how to deal with customers, usage of tools)

organization : level 1, level 2, level X, auditing of calls, team leaders etc.

tools

1. 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.
2. 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.

Additional Information

Location : France with easy 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.