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Customer Care Excellence Manager
Because everyone around the world aspires to benefit from a safe, healthy and environmentally respectful living environment for themselves and their families, Somfy creates innovative solutions for homes and buildings in three areas: comfort and well-being at any age, security of people and property, and energy savings. Somfy also contributes to reducing the global carbon footprint through the positive impact of our automated solutions on building consumption.
Somfy is committed to making these innovations accessible to as many people as possible through its subsidiaries on five continents and through its complementary brand portfolio. Our local presence enables us to adapt our products and services to the specific needs and characteristics of each market.
With this ambition, Somfy also contributes to the growth of its customers and partners, by constantly striving to offer them excellent products and services.
Because Somfy Group's ambitions are high, we are looking for new talent to support our growth and professionalize our way of working with customers! As the Customer Care Excellence Manager you will be part of Global Sales Excellence team. Your mission will be to develop high standards of operations, improve processes, monitor performance and develop competences, team efficiency and as a result increase customer satisfaction.
Your main activities are:
Creation and deployment of group customer care standard
Formalize the Group customer care transformation roadmap
Create and coordinate the formalization of Somfy Customer service standards (customer service White book)
Contribute to the profession upskilling and competencies development
Customer care roadmap implementation and monitoring
Animate and mobilize business areas/units customer service teams
Challenge and accompany local action plans
Monitor the progress and achievement
Support to local customer service
Provide expertise, Benchmark
Animate the customer service network: best practices sharing
Customer service activity and performance monitoring (global and local)
Define Dashboard for customer service activity and performance (Global & Local)
Monitor performance and analyze results (Global & Local) Qualifications
Master's degree with a minimum of 5 years of proven experience as a manager in customer service position in an International company
English fluent, another European language is a plus
Familiarity with a CRM and IT tool is a must
Strong customer focus
Expertise in call center
Ability to define and monitor objectives
Analytic skills (data driven mindset)
Ability to cooperate and collaborate and to drive transversal projects and transversal team
Strong interpersonal skills and multicultural understanding
Permanent position located in Europe with possible remote work, no relocation needed.