Partnership quality and customer performance manager (M/F/N)

Adevinta 2021; Paris; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

A leading company in the automotive sector is seeking a Partnership Quality and Customer Performance Manager to oversee compliance and enhance service quality. The role involves monitoring processes, optimizing customer performance, and building strong relationships with partners. The ideal candidate will have proven experience in customer success and excellent communication skills.

Qualifications

• At least 2 years' experience in a similar role.
• Excellent interpersonal and communication skills.
• Proficiency in Google Sheets.

Responsabilités

• Ensure compliance of vehicle buy-back processes.
• Collect and report performance data.
• Handle customer feedback regarding buy-back operations.

Connaissances

Interpersonal skills

Written communication

Oral communication

Partnership relations

Proactivity

Teamwork orientation

Outils

Google Sheets

Description du poste

Job Title: Partnership Quality and Customer Performance Manager

As a Partnership Quality and Customer Performance Manager, you will ensure the compliance and excellence of CtoB service operations by rigorously monitoring processes and building strong partner relationships.

Reporting Line: Under the supervision of the manager, you will ensure compliance with quality standards and contribute to continuous improvement of the service.

Additional Responsibilities: Your role may also extend to optimizing the performance of Mobility customers, ensuring that satisfaction and results targets are met.

Key Responsibilities:

1. Operations Quality Assurance:

• Assess and monitor compliance of used vehicle buy-back processes carried out by partner garages and dealers, in line with our standards.
• Collect and report performance data related to buy-back operations.
• Handle customer feedback from private sellers regarding buy-back operations by partners.
• Conduct remote customer surveys to identify causes of complaints.
• Proactively monitor partner lifecycles and conduct targeted communications with partners as per our agreements.

Continuous Process Improvement:

• Participate in implementing new tools and procedures to enhance customer experience and partner relations.
• Monitor car market information to ensure quality in exchanges with internal partners (Sales, Marketing, etc.) and C2B service partners.

Desired Qualifications:

• At least 2 years' proven experience in a similar role, such as Customer Success Manager (CSM) or equivalent.
• Excellent interpersonal skills and strong written and oral communication abilities, with attention to spelling and grammar.
• Mastery in partnership relations.
• Curiosity, quick-wittedness, reactivity, and proactivity.
• Proficiency in Google Sheets is essential.
• Sense of responsibility and personal organization.
• Teamwork orientation and ability to prioritize tasks effectively.
• Knowledge of the automotive market is preferred.