Customer Engagement Transformation and Operations - Montigny-le-Bretonneux, France - Nissan

Nissan
Nissan
Entreprise vérifiée
Montigny-le-Bretonneux, France

il y a 4 semaines

Sophie Dupont

Posté par:

Sophie Dupont

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Description
Nissan is more than a car company. We are an innovation company. We take the most innovative thinking in the industry and combine it with performance, value, efficiency, safety and style.


The result:
Cars that thrill you every time you get behind the wheel.


With over 150 million vehicles produced globally, Nissan continues with the goal to enrich the lives of our employees and customers alike.

Within Customer Experience division, Customer Success department is the customer department of the company
- main point of contact for our customers is our Customer Engagement Center (CEC).


The Customer Service Transformation & Operations Section Manager mission is to support CEC transformation program, lead regional process mapping and Africa, middle east, India & Oceania CEC Operations (AMIO).


  • You will design, simplify and align customer services processes for AMIO Customer engagement centers:
  • This includes the relationship with markets & their vendors, optimizing customer quality, performance and secure process adherence
  • You will overlook performance management and consolidate region performance You will be part of customer services transformation project management team
  • You will be the main point of contact for markets as central governance to make sure their voice is heard when it comes to improving and developing the CEC performance/projects & technologies
  • We want to listen to what our customers say:
  • You will be instrumental to analyze the CEC insights and the customer feedback, synthesize it and thereafter raise the customer voice within the organization
  • Customer engagement center is the heart of our customer relationship organization
  • As such, you will be involved in several transversal projects in order to get the CEC ready to fulfill customers needs
  • Consolidate and share best practices on case management across the region

Job requirements

  • Master degree in Marketing / Engineering or Business related field is required
  • 5 to 10 years of experience
  • Process oriented
  • Project management skills
  • Cross functionality
  • Operational excellence
  • Experience in managing customer services outsourced operations
  • Automotive experience is preferred

Specific technical skills

  • Knowledge of customer services operations, standards, and best practices
  • Familiarity with customer services tools (CRM, CTI)
  • Experience in managing projects
  • Ability to work with multicultural and cross functional teams
  • Ability to communicate successfully with stakeholders at all levels to understand and translate their needs
  • Ability to simplify and streamline complex processes.

About Nissan AMIEO (Africa, Middle East, India, Europe & Oceania)
Nissan aims to become a truly sustainable company, driving towards a cleaner, safer and more inclusive world.

Sustainability is at the core of Nissan's long-term vision, Ambition 2030.

Responding to critical environmental, societal and customer needs, this strategy sets out to deliver electrified models and technological innovation in key markets globally, empowering mobility and beyond.

Ambition 2030 supports Nissan's goal which is to be carbon neutral across the life cycle of its products and operations by 2050.

The Nissan AMIEO region, with EV36Zero at its centre, is primed to accelerate the shift to an electrified future.


At Nissan, we believe that the differences among us - differences in race, gender, age, mindset, religion, people with disabilities and much more - make us stronger and equip us to better serve our customers and communities.

We are committed to creating positive change that ensures transparency and inclusivity throughout the career journey, in order to build teams that create a sense of belonging for all members.

Montigny Le Bretonneux Yvelines France
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