Transform CABAIA’s after-sales service (SAV) into a hub of operational excellence and a premium customer experience;
Drive the service’s economic performance and scale/industrialize operations using AI;
Ensure a premium customer experience that is consistent with the brand promise;
Manage and upskill the after-sales (SAV) team;
Define and implement the SAV AI strategy;
Optimize processes for managing the lifetime warranty;
Identify and reduce sources of customer friction in collaboration with Product, Logistics and E‑commerce teams;
Analyze after-sales data to generate actionable insights;
Ensure consistency of tone and responses across all customer interactions.

Minimum 5 to 8 years’ experience in Customer Care, Customer Service or Operations;
Ability to analyze key after-sales KPIs (CSAT, NPS, cost per ticket, response and resolution times, automation rate);
Proficiency with tools such as Zendesk, Gorgias, Intercom or equivalent;
Understanding of the logistics cycle to manage returns, exchanges and warranties;
Understanding of P&L to make informed decisions;
Ability to coordinate cross-functional projects with Product, Logistics and E‑commerce teams;
Analytical, methodical and structured approach;
Ability to adapt communication to the audience and maintain alignment.

Customer Care Manager, Permanent Contract (CDI)

Key skills