Description:

The Customer Care Manager will partner with the Head of Customer Success as well as well as Sales Director to develop and execute long term Customer Success vision.

Client Details

• Entreprenarial and fast growing mindset company
• Envolved in retail world
• Located in Auderghem

Description

• Recruit, manage, coach and motivate B2B Customer Care professionals (7 to 9 people) to provide the Best in class Customer Services and support Business Goals
  
  
• Develop the team members with the right level of knowledge and required skills (more commercial and less admin) to reach the excellence of execution and encourage individual growth.
  
  
• Bring the Customer Care department to the next level integrating the digitization of modernization of the Customer Care experience.
  
  
• Drive cross functional process improvements to leverage productivity, automation, cost efficiency and consolidate the Business vision.
  
  
• Develop a structured KPI Dashboard as well as business control reports to ensure timely completion of objectives and targets within the agreed SLA

• Leading by example assuming also Customer Care activities (as back up) and act as escalation support for the team.
  
  
• Support multiple projects implementation and tasks while maintaining high daily operational standards.

• Continually maintain working knowledge and Team members expertise of all products, market knowledge, Customer Care processes as well as fundamentals corporate aspects.

Profile

• Minimum of 5 years of leadership experience in a multi-channel customer center, preferably within a Retail Fashion brand or B2B Environment with a strong experience in digital tools.
  
  
• Passionate people manager with a strong Customer Centric Mindset & Business leadership.
  
  
• Demonstrated experience in motivating a high performing team & to create working environment that inspires, encourages development.
  
  
• Be inspired by innovation and best in class Customer Experience in the world.
  
  
• Strong coaching, analytical, process improvement and problem-solving skills is required.
  
  
• Ability to manage projects from A to Z
  
  
• Working knowledge of Customer Center operations ( Order to cash process), technologies, systems and processes; CRM experience is a must.
  
  
• Excellent verbal and written communication skills; effective presentation skills.
  
  
• Ability to be flexible, pragmatic and adapt to a dynamic changing environment.
  
  
• Proven ability to work and communicate with all levels of the organization including cross-functional teams.
  
  
• Perfect bilingual French/English/ with knowledge of other European languages is a plus.
  
  
• Proficient in Microsoft Office. ERP, CRM, Digital & reporting tools

Job Offer

• Be part of a dynamic and growing team
• Permanent contract
• Possibilities to evolve
• All around position