Customer Care Team Lead (BB-D3372)
Trouvé dans: Xpatjobs BE
Description:To succeed in our mission, we are seeking the best talented people to initiate multiple transversal projects across Europe: more than 20 passionate individuals to actively contribute to our success. Customer Care Team Lead Vacancy for the position ofCustomer Care Team Lead in a Fashionable & Sustainable Textile company to support the company growth as well as the strong brand image by providing best-in-class Customer Care service. 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. 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 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 Masters degree in a related field or equivalent experience 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 You will join a fast-growing company and become part of a team that is enthusiastic and passionate about the creation and promotion of our products You will work in an international setting (sales throughout Europe, purchasing from Southern Europe and Asia You will be plunged into the exciting world of textiles, in an environment t... Original job ad is published on StepStone.be - Set up a Jobagent at StepStone now and find your dream job! https://bit.ly/2jPYsZC For similar jobs, information on employers and career tips visit StepStone.be!
calendar_todayil y a 6 jours