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About the role
Key responsibilities & impact- Lead the performance of customer service operations in France
- Drive sales, build customer loyalty and ensure a high-quality customer experience
- Achieve sales, retention and business development targets
- Launch customer acquisition campaigns in collaboration with Marketing
- Identify growth opportunities
- Manage external partners, monitor their performance and service quality
- Analyze key performance indicators and implement improvement plans
- Maintain close working relationships with the teams
- Train and coach customer service advisors
- Share best practices and foster a results-oriented culture
- Optimize customer journeys and processes
- Leverage data and CRM tools to improve performance
- Contribute to transformation and innovation projects
- Support teams in handling sensitive cases
- Manage escalations and make the decisions necessary to ensure customer satisfaction
Requirements
What you’ll need- Proven experience in customer service, contact center operations or vendor management
- Comfortable working with numbers, KPIs and CRM tools
- Ability to unite, support and develop teams
- Self-motivated, pragmatic and solution-oriented
- Professional proficiency in English
Benefits
Comp & perks- Up to 3 days of remote work per week
- Pleasant, supportive and inclusive working environment
- Great Place to Work certification
- Commitment to diversity, equity and inclusion
- Varied projects combining sales, customer experience, data and innovation
- High degree of autonomy and genuine responsibility
- Dynamic and rapidly evolving European environment