CUSTOMER SERVICE EXECUTIVE MANAGER BASED IN LONDON, UK - LOCAL CONTRACT

Mission

We are a fast-paced growing French company (start-up) specialized in outsourced management of customer service by phone and e-mail exclusively for luxury and premium brands.

We provide overall back office support for e-commerce of luxury brands who want to articulate the relationship with their demanding clientele throughout the commercial multichannel experience.

We are seeking a customer service executive manager currently based in London, UK to lead our subsidiary based in London and to take charge of its commercial development.

The ideal candidate will hold strong management abilities in a multicultural environment, perfect organizational skills, positive attitude with result oriented motivation.

Main Mission:

° Team Management

• Organize general workload and monitor call center team and needs in multicultural environment: design adequacy depending on the seasonality of the business.
• Recruit / dismiss staff level n-1.
• Coach and motivate teams, facilitate meetings.
• Assess individual and collective performance of n-1 level employees (Debriefing mystery calls, identify training needs and implement).
• Organize employee’s working conditions.

° Preparation and control of the customer relations policy for client brands

• Develop with client brand the subsidiary’s goals in customer relations.
• Set rules and customer response practices (best practices) by channel type (regular mail, telephone, Internet or e-mail) with client brands and general management.
• Develop subsidiary’s strategic plan in accordance with senior management team based in Paris: budget & associated resources (human, technical, investments, budgets, schedule ...).
• Design work organization based on objectives.
• Conduct dashboard activity and expected performance indicators (response times, waiting times, drop, satisfaction of customers...).

° Implementation of ASM customer relations policy

• Regular follow-ups and monitor results of strategic objectives implementation plan.
• Conceive specifications for tenders (equipment purchases and use of external services) and select manufacturers and external service providers for Platform contact center and generally subsidiary (Property, furniture, etc.) implementation.
• Ensure proper dissemination of rules and practices of customer response by teams and ensure their application.
• Participate to results in the analysis, communicate internally among teams and other company department.
• Identify and implement areas for improvement based on customer satisfaction answers to surveys and performance indicators.

° Monitoring activity indicators

• Implement performance indicators dashboards defined by contact center top management: response timing, waiting times, drop, satisfaction of customers ...
• Perform daily and monthly reports, on time, to top management.

° Technology Watch, identifying customer needs and competition

• Gather information on issues of satisfaction and expectations of customers locally, follow the consumer-related developments globally (press, internet, marketing studies ...).
• Active watch and research on competing companies as well as local regulations.

Specific and technical skills

Bilingual English / French

3rd language appreciated

Excellent written and oral communication

Proactive / autonomous / Goal oriented

Previous management experience required

Commercial sense : Prospecting, margins, bids, etc.

Administrative Management : Accounting, HR, etc.

Brand Manager : Product orientation, SLA, etc.

Mission location: London, UK

Industry: Luxury, Retail, digital, consumer service, multicultural management

Employment: Local contract – Full time

Start Date: ASAP

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