Customer Support Manager (H / F)

As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all.

As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and guarantees the excellence of our solutions.

We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

Job Description

We are currently seeking a forward-thinking Customer Support Manager (H / F) to spearhead our Customer Care Excellence Function.

As a key member of Sales Excellence Group team, you will define the vision, deploy, control, and drive the continuous improvement of the company’s process in Customer Care area, and animate relevant stakeholders.

Main activities :

1. Key users community creation, development and animation. Lead and energize Customer Care community by orchestrating interactions among regional referents, promoting an exchange of best practices and insights.
2. Identify local needs in terms of IT needs by capturing specific requirements, appraising their value and establishing priority to align with the Group's sales goals. Make propositions for the IT roadmap of Customer Care Excellence.
3. Mapping technical support activities: current organization per BU / BA and together with Customer Care Excellence Director, definition of the organizational target:

process : onboarding of newcomers, training (on the product ranges and on the soft skills: how to deal with customer, usage of tools)

organization : level 1, level 2, level X, auditing of calls, team leaders etc.

tools

1. Auditing of the entities on a regular basis. Assess and scrutinize the customer care process performance, ascertain gaps, formulate strategic actions, and drive continual process improvements.
2. Job descriptions writing, competency matrix creation and cascading to the local BA / BU with training plan associated to enhance the development and upskilling of teams.

Main challenges of the position: creation of process, standards, working methods and harmonize KPIs around the world. Build and deploy roadmap for short and long term and delivery on time.

Qualifications

• Strong knowledge of customer care activities
• Structured, project management oriented and results oriented
• Strong analytical skills
• Easy with technical & digital tools
• Very strong interpersonal skills: building relations, good presentation and communication skills
• Capacity to train and support teams in new process adoption
• Open minded, agility in a transversal & multicultural environment
• Education : Master’s Degree in Operations, Logistics, International Management, Supply Chain or business
• Experience : minimum of 6 years experience in a call center / customer care center

Additional Information

Location : France with easy to travel to Headquarters in Cluses (France, Haute-Savoie) or Europe. Full remote allowed, ideally close to Somfy offices location.

Travel : once a month / one per quarter + regular travel to the Headquarters in Cluses (France, Haute-Savoie)

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