Lead Operations and People Lead (m/f/d)

Bonprix S.R.L.; Lille; On-site; EUR 40,000 - 60,000; Full time

Job summary

Bonprix S.R.L. is seeking a Customer Care Manager in Lille, France. This role involves leading an international team to enhance customer service excellence in a digital world. Key responsibilities include operational management, performance driving, and fostering a multicultural environment. Ideal candidates will have a commercial degree, strong people management skills, and proficiency in English (B2) and French (C1). Join us to contribute to a forward-thinking international team and shape the future of customer service.

Qualifications

• Experience in end-to-end customer service processes and related KPIs.
• Previous experience as a (functional) leader of an operational team.
• Experience in people management.

Responsibilities

• Translate CCM strategies for team understanding.
• Oversee operational management and team capacity.
• Drive team to achieve performance and quality targets.

Skills

B2 level of English

C1 level of French

People management skills

Coaching and learning facilitation skills

Education

Degree or apprenticeship with a commercial focus

Job description

You want to contribute ideas, thinkaheadand make a real difference?You’llbe part of an international team that drives fashion and technology with passion – responsibly, creatively and always together. What defines us: the courage to try new paths, openness to different perspectives and a strong drive to make things happen. We work in a connected way and create real impact – for our customers and for a future-ready company.

Your Job

Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to support our teams, empowering them to work effectively, boosting their motivation, and ensuring their satisfaction. We are looking for a candidate available for a temporary 6-month assignment, renewable based on operational needs.

Your Task:
Be a role model and translate CCM strategies regarding change, processes, and organization so that each team member understands how they contribute to the department's and CCM's overall success. You take over operational management and maintain an overview of team and department capacity (including planned/unplanned absences), as well as activities to be a competent point of contact for functional questions. You drive the team to achieve performance and quality targets, and help them improve their functional and process skills. As the disciplinary lead, you empower and develop employees to foster autonomy and self-organization and support role changes through a clear definition of responsibilities and transparent communication. Furthermore, you ensure disciplinary management (salaries, promotions, leave, evaluations, etc.), including administrative activities and compliance with legal frameworks.

Your Contribution: You will play a vital role in building the future international matrix structure of Customer Care and contributing to its success. You will be responsible for achieving team-specific goals, such as performance KPIs, quality, and customer satisfaction.

Your Environment: CCM is transitioning to an international matrix organization. You will work in an international setting with colleagues from France, Germany, Italy, and Poland. Your functional and disciplinary responsibilities will focus on the French operational team.

Your Freedom: If you are passionate about customer service, appreciate flat hierarchies, and enjoy an international environment, you've come to the right place. We are in the midst of a transformation process that you can help shape.

Your Qualifications

At bonprix, we look to the future. That's why we need people like you who are forward-thinking. Who think agilely and turn a "can't do" into a "will do." Ideally, you also possess the following:

Your Education:
You have successfully completed a degree or apprenticeship with a commercial focus.

Your Experience:
You have experience in end-to-end customer service processes and related KPIs that are important to achieving department/team goals. You have previously worked as a (functional) leader of an operational team, and you have experience in people management.

Your Skills: You have a minimum B2 level of English, a C1 level of French, and very good people management skills. You also have coaching and learning facilitation skills, and a performance-oriented people development mindset. Your communication skills, ability to simplify complexity, and ability to manage fluidly/iteratively and transparently round out your profile.

Your Soft Skills: You are experienced and enjoy working in a multicultural team environment. You thrive in a dynamic, sometimes stressful, and constantly evolving environment. You are enthusiastic and able to manage conflicts in a positive and constructive manner.

And: Are you interested in becoming part of an open, tolerant, and diverse corporate culture and making your own contribution to it? Everyone is welcome here! Let us know what you need to reach your full potential with us.