MAIN MISSION

As the first Team Leader Customer Delivery, you will have the opportunity to be the main contributor as a new team builder : “Customer & Production Delivery ‘’ within the Operations pole ; a team that is decisive to delivering our services to all our customers with the best experience possible.

In this role, you will be responsible for ensuring the best possible time to onboard for all of our clients and you will be a strategic contributor to the NPS of WTTJ clients.

More specifically, you will manage a team you built from scratch.

You will also contribute directly to the strategic thinking behind the creation of this division; in particular, the construction of robust processes to deliver our solutions effectively, as well as their implementation.

MISSIONS

Reporting directly to the Head of Customer and Production Delivery you will be responsible for :

Customer Process :

• Ensuring the follow-up of the customer journey according to the chosen commercial offer; guarantee the application of our processes
• The development and implementation of new customer processes, and will challenge them in order to ensure continuous improvement with the Head of and Customer Operation Manager
• Ensuring tight control of our customers’ time to onboarding and identify solutions to improve it
• Ensuring a high quality customer NPS throughout the delivery phase of our customer services

Team :

• Recruiting, managing, leading and developing a team
• Working closely with the Production team manager to ensure the quality of the customer journey at every stage
• Building and leading the necessary collaborations with other key departments of the company

Reporting & Performance :

• Following closely the team’s performance indicators; in particular the time to onboard by type of commercial offer
• Controlling the timing of customer delivery at each stage of the process
• Projecting the activity for the team; assess the impact on recruitment, budget and processes

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!
We invite you to apply if you are motivated and interested in this employment environment and if :

• You have minimum 3 years of experience in a B2B company in business, customer success or onboarding teams
• You are obsessed with Customer satisfaction
• You have a strong analytical mindset and leverage data across all interactions
• You are concise, accurate and structured
• You have a managerial experience and your are able to engage and lead a team
• You are a team player
• You are very comfortable in fast paced environments

Welcome to the Jungle aspires to promote a positive social impact. Its mission includes paying particularly close attention to fostering diversity, inclusion and equality within teams as well as within its community.

• Step 1: Visio interview with Faustine, Talent Acquisition Specialist (around 40 minutes)
• Step 2 : Visio interview with Anne-Claire, Head of Customer and Production Delivery & Wendy, Senior HR Business Partner (around 45 minutes)
• Step 3 : Visio interview with Adrien, Head of Sales (around 45 minutes)
• Step 4 : Visio interview with Camille, General Manager (around 45 minutes)