Customer Experience - Paris, France - Genetec

Genetec

Entreprise vérifiée

Paris, France

il y a 2 semaines

Posté par:

Sophie Dupont

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Description

The Customer Experience Director (CED) is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process, and technology, to deliver key service outcomes for customer in the EMEA territory.

What your day will look like:

Leading the team, assigning goals and measuring performance., Create a positive work environment
Oversee the hiring, orienting, and training
Defining the Customer Experience strategy
Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
Improve NPS (Net Promoter Score)
CSAT (Customer Satisfaction), or other Customer Metric.
Collaborate with teams within Genetec with the objective to align corporate goals and processes. Improve overall product delivery and customer satisfaction
Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
Prepare and manage annual budgets in achieving set objectives and goals
Ensures all outstanding business opportunities/upsell potentials for ongoing projects are captured and communicated to the Sales team for followup

About you:

Leadership Skills: Customer experience managers are able to organize and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers
Communication Skills: be well versed in effectively interacting with clients to identify and process their requirements
Customer Service Skills: be able to courteously interact with clients to ensure positive customer experience
Excellent interpersonal skills that build positive relationships with other team members
Possesses strong analytical and troubleshooting skills (detailoriented)
Comfortable interfacing with key individuals at major accounts in sensitive situations
Must possess valid driver's license and passport
Ability to travel up to 40% of the time
Fluent in both French and English

Great if you have: