- Concevoir et déployer le modèle opérationnel cible du service client, optimiser et stimuler les performances des équipes de service client dans les pays locaux.
- Auditer et examiner les modes de fonctionnement et les performances des pays pour fournir et plaider en faveur de changements visant à optimiser les opérations, avec un cadre structuré en place pour identifier, formaliser et partager les meilleures pratiques et connaissances entre les pays.
- Définir, stimuler et faire évoluer les indicateurs clés de performance du service client, établir des références avec une revue et une comparaison efficaces des KPI à la fois entre les pays et à l'externe.
- Mener et mettre en œuvre des initiatives qui apporteront des gains d'efficacité financière au sein des pays et/ou des équipes de service client du groupe tout en maintenant et en améliorant l'expérience client.
- S'engager avec les principales parties prenantes pour établir des relations de travail solides et collaboratives dans l'ensemble de l'entreprise, tant au niveau local que du groupe, avec un rôle clé dans la direction de la communauté du service client.
- Promouvoir et utiliser efficacement les Centres d'Excellence désignés pour effectuer rapidement et efficacement des changements qui peuvent être déployés à l'échelle de tous les pays.
- Soutenir et promouvoir le service client en tant que partenaire commercial clé au sein de l'entreprise
- Comprendre les défis communs et prioriser la fourniture de la valeur maximale à l'entreprise dans la plupart, voire tous les pays, avec une approche structurée pour mettre en œuvre efficacement des solutions à grande échelle.
- Stimuler l'idéation et la mise en œuvre de nouveaux outils et processus améliorés du service client pour accélérer l'efficacité, avec une forte conscience des tendances futures et des nouvelles approches innovantes pour soutenir nos clients.
- Formation supérieure BAC+4/5, en certification des normes COPC, autres qualifications spécifiques, en commerce
- Minimum 10 ans d'expérience à un niveau de direction supérieure dans un environnement de service client
- Compréhension approfondie de la mise en œuvre du modèle et de la stratégie de base au sein des équipes de service client dans plusieurs géographies Compréhension approfondie de l'optimisation des capacités telles que la gestion des connaissances, le chat Web, les robots de réponse/chat, l'automatisation des processus, la gestion des effectifs, le suivi de la qualité dans l'environnement du service client
- Bonnes connaissances des KPI du service client, des normes de référence/de l'industrie
- Passion pour le service client
- Compétences en leadership, en planification, en organisation et en développement de processus bien développées
- Excellentes compétences en communication
- Capacité à voyager régulièrement vers diverses destinations centrales et pays locaux
- Maîtrise de l'anglais.
- Une expérience dans un environnement international.
- Prime sur objectifs.
- Prime de participation et prime d'intéressement.
- Des actions en faveur de l'équilibre vie professionnelle/ vie personnelle (conciergerie d'entreprise, associations sportives, plateforme de covoiturage, crèche d'entreprise).
- « Lyreco est signataire de la Charte de la diversité. Nous garantissons le respect des règles de non-discrimination à l'embauche et nous nous engageons à aider les personnes éloignées de l'emploi. »
- Télétravail.
- Design and deploy Customer Care Target Operating Model, optimises and drives efficient, improved performance of Customer Care teams in local countries
- Audit and review ways of working and performance of countries to provide and advocate changes to optimise operations with structured framework in place to identify, formalise and share best practice and knowledge across countries
- Define, drive and evolve Customer Care Key Performance Indicators, sets benchmarks with effective review and comparison of KPIs both between countries and externally
- Drive and deliver initiatives that will bring cost efficiencies within countries and/or group Customer Care teams while maintaining and improving the customer experience
- Engage with key stakeholders to form strong, collaborative working relationships across the business in both local and group teams with key role in leading the Customer Care community
- Promote and effectively utilise Centre of Excellence designate countries to effect quick and effective changes that can be scaled across all countries
- Support and promote elevation of Customer Care as key business partner and function within the business with the people experience of our Customer Care teams at the heart
- Understand common challenge and prioritise delivering maximum value to the business across all/most countries with structured approach to effectively scaling solutions
- Drive ideation and implementation of new and improved Customer Care tools and process to accelerate effectiveness with strong awareness of future trends and new and innovative approaches to supporting our customers
- University degree in COPC Standards Certification, other Customer Care specific qualifications
- Minimum 10 years of experience at a senior management level in Customer Careenvironment
- Deep understanding of implementing core model and strategy within Customer Care teams across multiple geographies
- In depth understanding of optimisingcapabilities such as Knowledge Management, Web Chat, Answer/Chat bots, process automation, Workforce Management, Quality Monitoring within Customer Care environment
- Clear knowledge of Customer Services KPIs, benchmark/industry standards
- Passion for Customer Care and an advocate for customers and the Customer Care function within the business
- Ability to build credibility and gain buy-in with senior stakeholders across functions to drive change and adoption
- Well developed leadership, planning, organisation and process development skills
- Excellent communication, presentation and facilitation skills
- Ability to travel regularly to various central locations and local countries
- Fluency in English, both verbal and written and experience in working in an international environment
- A full- time job in a dynamic, passionate, international team
- Competitive salary
- Hybrid work model
- Pension plan
- Personal growth budget
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Group Head of Customer Care F/M - Gdańsk, Polska - Lyreco Group
Opis
Êtes-vous enthousiaste à l'idée de vivre une nouvelle aventure professionnelle ?
Chez Lyreco, nous offrons plus qu'un emploi, une carrière Notre équipe Customer Experience est à la recherche d'un Group Head of Customer Care H/F talentueux et ambitieux pour rejoindre notre équipe au siège social.
Lyreco est le leader européen et le troisième distributeur mondial de produits et services pour l'environnement de travail. Société privée depuis 1926, Lyreco s'est constamment adaptée aux évolutions du monde du travail grâce à son souci d'excellence en matière d'expérience client, à ses partenariats solides avec des fournisseurs renommés et à sa logistique efficace.
Avec plus de employés, Lyreco opère directement dans 25 pays d'Europe et d'Asie et couvre 17 autres marchés sur 4 continents par le biais d'un réseau de partenaires de distribution.
CE QUE NOUS PROPOSONS:
CE QUE NOUS RECHERCHONS:
Les « + » chez Lyreco Management
#LI-HR1
#LI-Hybrid
#managementFR
Are you excited for your new career adventure?
At Lyreco, we offer more than just a job, but a career Our Group Customer Experience Team is looking for a talented and ambitious new Group Head of Customer Care to join in HQ (Marly).
Lyreco is the European leader and the third largest distributor of workplace products and services in the world. A privately owned company since 1926, Lyreco has constantly adapted to the evolutions of workplace thanks to its focus on excellence in customer experience, strong partnerships with renowned suppliers, and efficient logistics.
With more than 12,000 employees, Lyreco directly operates in 25 countries in Europe and Asia and covers 17 additional markets on 4 continents through a network of distribution partners. We are pioneers, today and tomorrow, in delivering what any workplace needs, from workplace products, to services, anywhere you work. We are active in the areas of office supplies, print services and consumables, PPE and safety solutions, coffee and catering, hygiene and cleaning, furniture and ergonomics solutions, and wellbeing services.
To learn more about Lyreco – see our
YOUR MISSIONS:
YOUR PROFILE:
REASONS TO JOIN LYRECO:
If the above job description interests you and you think you are a good fit, please send your cv in French & English We look forward to receiving your application.
