YOUR MISSIONS

Within the Customer Care team, and directly reporting to the Head of After-Sales, you are responsible for the Exchange To Exchange post sales customer support experience. You will develop and create a network footprint strategy , continuously raise the bar on Customer support experience for your region through operations excellence mechanisms.

• Drive the performance of your region South Europe customers service network composed of internal and partner sites to meet and exceed Manomano support expectations measured by SLA,CSAT and NPS KPI.
• Lead and develop a team of Customer Service advisors, Coaches and Service Delivery Managers.
• Collaborate with internal teams : Quality, Sourcing, Communication, Product, Finance, etc to improve continuously the customer care experience.

PROFIL

• You speak Spanish, Italian & English fluently;
• A minimum of 4 years experience on a similar job in managing a customer service team;
• You have a Bachelor's or Master's degree from a business school;
• Your are 100% customer centric;
• You have a successful experience on an operational excellence;
• You are passionate about consistently providing excellent customer experience : you solve tough product issues by persevering through to ensure customer satisfaction;
• Strong analytical/logical thinking skills, structured analysis process, and clarity of thought;
• You have a natural ability to make things happen around you !
• You are flexible, fast learner who thrives in a constantly-changing work environment;
• A high energy level with excellent communication skills; written and verbal;
• Good interpersonal skills.

WHAT MANOMANO OFFERS :

• A start-up environment made in France in hyper growth
• An immersion in the data-driven e-commerce
• Agile & international environment with bright and friendly colleagues
• Attractive salary
• Telework possible one day / week
• Balance life pro / personal life

RECRUITMENT PROCESS

• Phone interview
• Interviews in our building with the Hiring Manager, people of the operationnal team and of a cross team