Define and deploy the international Customer Care strategy
Develop the vision, objectives and quality service standards at group level
Structure and harmonize customer service processes across subsidiaries and partners
Drive local adaptation policies while respecting the group strategy
Build a company culture centered on speed, reliability and service quality
Reduce response times and increase first-contact resolution rates
Supervise the operational implementation of customer service across all markets
Define and monitor performance KPIs
Analyze key indicators and adjust strategy to optimize customer satisfaction
Ensure smooth and fast communication between local teams and headquarters
Provide regular reporting to management on performance and improvement areas
Lead transformation projects related to customer service digitalization
Manage the evolution of CRM/Helpdesk tools and their integration with ERP
Design concrete, operational and results-oriented solutions
Ensure the escalation and valorization of "voice of the customer" to Product, Quality and Marketing teams
Improve customer retention across all markets through an optimized experience

Proven experience (minimum 5 years) in customer service or Customer Care management in an international context
Successful experience in structuring or deploying a customer service organization at group scale
Bachelor's degree +4/5 (International Business, Management, Marketing, or Engineering School)
Fluent professional English (another language is an asset)

Lead Customer Experience Group Manager

Key skills