LOOK - Customer Care Manager - Nevers
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The Company.
A pioneer in innovation in the world of sport industry, designs and manufactures sport equipments in
France. With its world-renowned French expertise, the brand continues to push the technical and
stylistic boundaries of its sport.
As part of its growth and restructuring strategy, the company is looking to strengthen its customer
experience team with the mission of building, coordinating and optimising the organisation of
customer service on an international scale, placing satisfaction, responsiveness and operational
efficiency at the heart of its customer relationship strategy.
France. With its world-renowned French expertise, the brand continues to push the technical and
stylistic boundaries of its sport.
As part of its growth and restructuring strategy, the company is looking to strengthen its customer
experience team with the mission of building, coordinating and optimising the organisation of
customer service on an international scale, placing satisfaction, responsiveness and operational
efficiency at the heart of its customer relationship strategy.
Key Goals.
● Structure an effective and agile international customer care model.
● Develop a group culture focused on speed, reliability and quality of service.
● Reduce response times and increase first contact resolution rates.
● Improve customer satisfaction and loyalty across all markets.
● Structure an effective and agile international customer care model.
● Develop a group culture focused on speed, reliability and quality of service.
● Reduce response times and increase first contact resolution rates.
● Improve customer satisfaction and loyalty across all markets.
Key Responsibilities.
Define the international customer care strategy: vision, objectives, quality standards and global
roadmap.
Structure and harmonise customer service processes across subsidiaries and partners. Oversee
local adaptation policies in line with the group strategy.
Supervise operational implementation and performance measurement systems (KPIs, NPS, CSAT,
etc.).
Lead transformation projects related to the digitalisation of customer service.
Define the international customer care strategy: vision, objectives, quality standards and global
roadmap.
Structure and harmonise customer service processes across subsidiaries and partners. Oversee
local adaptation policies in line with the group strategy.
Supervise operational implementation and performance measurement systems (KPIs, NPS, CSAT,
etc.).
Lead transformation projects related to the digitalisation of customer service.
Ensure that the ‘voice of the customer’ is communicated and valued by the Product, Quality and
Marketing departments.
Ensure smooth and rapid communication between local teams and headquarters, in a spirit of
collective performance.
Marketing departments.
Ensure smooth and rapid communication between local teams and headquarters, in a spirit of
collective performance.
Candidate profile.
You will thrive in this role if you combine flexibility, natural leadership and a genuine affinity for the
sport industry. This is a highly strategic position in a constantly changing environment where you
need to be able to take the lead while bringing others along with you.
You will thrive in this role if you combine flexibility, natural leadership and a genuine affinity for the
sport industry. This is a highly strategic position in a constantly changing environment where you
need to be able to take the lead while bringing others along with you.
Profile :
👉 Successful experience in structuring or deploying a customer service organisation at group level.
👉 Proven experience (minimum 5 years) in customer service or customer care management in an
international context.
👉 Bachelor’s or Master’s degree (International Trade, Management, Marketing, or Engineering
School).
👉 Successful experience in structuring or deploying a customer service organisation at group level.
👉 Proven experience (minimum 5 years) in customer service or customer care management in an
international context.
👉 Bachelor’s or Master’s degree (International Trade, Management, Marketing, or Engineering
School).
Skills :
👉 Excellent command of CRM/Helpdesk and ERP tools (Zendesk, Sugar CRM, etc.)
👉 Strong skills in project management, budget control and multi-site management
👉 Ability to analyse and interpret key performance indicators (NPS, CSAT, SLA)
👉 Fluency in professional English (another language is an asset)
👉 Knowledge of industrial or omnichannel environments (retail/e-commerce/distribution)
👉 Excellent command of CRM/Helpdesk and ERP tools (Zendesk, Sugar CRM, etc.)
👉 Strong skills in project management, budget control and multi-site management
👉 Ability to analyse and interpret key performance indicators (NPS, CSAT, SLA)
👉 Fluency in professional English (another language is an asset)
👉 Knowledge of industrial or omnichannel environments (retail/e-commerce/distribution)
Location, Remote Work & Start Date.
📍 Position based in France (confidential)
📄 Permanent contract – Executive status
🖥️ Remote working: possible for a maximum of one day per week.
🚩 Desired start date: as soon as possible
📍 Position based in France (confidential)
📄 Permanent contract – Executive status
🖥️ Remote working: possible for a maximum of one day per week.
🚩 Desired start date: as soon as possible
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