Customer Care Manager – Paris

One of the top leading European companies in the hosting sector, our client provides companies with innovative professional services that increase their online presence and advertising.  Continuing to build on its reputation for excellence in Customer Care & Technical Support, an exciting opportunity has arisen for a dynamic and inspirational individual to develop further the customer facing teams and meet long-term goals.

THE ROLE

Reporting to the Customer Care Manager for Europe, you will have overall operational responsibility for all Customer Care and Technical Support teams, including developing, directing and controlling Customer Care Strategy while managing a team of 20 people based in two different locations.  This includes:

• Implementing a Customer Care Strategy, and regular reporting on strategy progress and KPIs. 
• Managing workloads across the teams in line with KPIs, and supporting the teams, providing direction, coaching, motivation and development, to ensure that efficiencies are optimised, targets are measured and achieved and service standards are continuously met & improved on.
• Encouraging a ‘coaching culture’ within the Customer Care team, while implementing enhancements to systems & processes to maximise efficiency.
• Providing strategic and operational leadership to the customer facing teams.
• Identifying, developing and implementing new business opportunities through the Team Leaders / Supervisors.
• Developing a ‘Sales’ culture within Customer Care, given increasing number of requests for renewals.
• Ensuring a common approach across all teams, irrespective of disciplines.
• As required, negotiating prices / contracts with current sub-contractor and future new sub-contractors, working with legal department and Country Manager.

ESSENTIAL SKILLS, EXPERIENCE & COMPETENCIES

• Experience of building highly successful and motivated Customer focused teams who consistently exceed goals.
• Strong Strategy, Project Planning and Analytical skills – with excellent attention to detail.
• Commercially focused, with Negotiation and Contract Management expertise.
• Experience of working in an international company, across cultures.
• Strong influencing skills, with the ability to draw upon the different strengths of team members and bring everyone on-board.
• Ability to introduce changes to structures, processes, products and / or services effectively, while ensuring everyone in the team understands their role and the bigger picture.
• Driven and self-motivated, focused on developing the business and providing Customer Service Excellence
• Able to work equally effectively autonomously and in a team.
• Strong Team / People Management skills, able to motivate and develop others.
• Innovative problem-solver.
• Internet savvy , ideally experienced in Customer Care Support within the Internet sector.
• Fluent in French and English.

For further information please contact: Eleanor.Bannister@esptalent.com