Within the Customer & Brand department, you are in charge of managing the “quality excellence” team. Your objective is to lead the transformation of quality of our customer experience and ensure global satisfaction goals by identifying and smoothing out pain points, maximizing opportunities to exceed expectations as well as leading key projects to scale evaneos customer service activity, helping your team to define & deliver those projects.

Your main responsibilities

1. Lead Transformation of Quality of Customer Experience

• Continuously assess customer experience quality and develop action plans for improvement, prioritizing and maximizing impact at scale

• Coordinate with help of your team the implementation of corrective measures with other teams and stakeholders (Product, Sales, Brand, Loyalty, partner agencies,…)

  2. Ensure satisfaction goals

• Develop and monitor key performance indicators related to customer satisfaction, ensure that customer satisfaction is measurable & feedback actionnable in collaboration with satisfaction committee & loyalty team

• Make relevant data accessible for stakeholders and your team to enable data-driven decision-making

• Identify and maximize opportunities to exceed customer expectations & communicate them cross company

  3. Lead Key Projects to Scale Customer Service Activity

• Define in close collaboration with our satisfaction & customercare lead the strategy to scale customer service operations (incl. selfservice strategy) and help your team deliver those projects

• Identify and run with your team initiatives to guarantee outstanding evaneos customerservice experience, improving processes, evaluating and implementing AI opportunities to increase productivity, reactivity, and with that excellence of service

4. Team Management and people development

Lead a team of 3 evaneossians, coaching and growing their expertise, supporting decision making, ensuring project management delivery, prioritization and analysis of impact.

Profile

• You have a strong experience in customer relationship, customer experience, satisfaction or retention missions, defining strategy and leading roll out

• You have a first successful management experience : leadership, coaching and growing expertise of your team members

• You have strong analytical skills and experience with customer feedback, data analytics and definition of KPIs

• You have excellent project management skills, are able to organize the priorities of yourself and your team

• You love to explore new solutions, innovate and challenge the current way of working to drive innovation and maximize business impact

• You are customer centric and put the interest of clients at the center of any of your actions. You are able to transform a customer need into an opportunity and coordinate actions to implement solutions

• You are fluent english & french speaker

• Experience with AI, automation in a customer service, crm or satisfaction project context is a plus

1/ First Interview with our HR Team
2/ Teamleader Interview
3/ Case Study & Team Fit