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Customer Experience Team Manager - job post

Michelin
4.0 din 5 stele
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Customer Experience Team Manager
Michelin is hiring!
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This role is based in Michelin Corporate & Business Services in Bucharest, where more than 800 colleagues deliver excellence in Purchasing, Finance, Logistics, Order to Cash, Service Management and Personnel.
What we’re looking for:
  • Bachelor’s Degree.
  • Relevant experience in leading and managing people ( min. 2 years);
  • Preferred minimum 3-4 years of experience in the Customer Services field (expertise in Service Request Management is a plus);
  • Customer-oriented and action-oriented;
  • Excellent command of English;
  • Ability to interact with a wide variety of customers in different countries.
  • Experience in managing projects and driving process improvements in a fast-paced, dynamic environment;
  • Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
The Customer Experience Team Manager will:
Manage a team of professionals and experts with international and multicultural dimensions:
  • Coordinate a European team with diverse activities and different hierarchical levels
  • Facilitate the improvement of team members' knowledge and skills to support process and organizational changes
  • Manage the team's performance, involves and motivates the team to achieve the proposed results
  • Organize team meetings and provides regular feedback to each team member
  • Evaluate employees fairly, respecting internal regulations
  • Manage the team's budget fairly
  • Monitor the training needs of the teams (direct and indirect) and implements the necessary program for the development of team members
  • Manage and coordinates resources involved in projects and the progress plan
  • Optimize the resources for which they are responsible, analyzes personnel needs, and forecasts requirements (quantity and quality)
  • Prepare and implements cross-training plans
  • Implements HR processes according to the agreed organization-wide calendar (e.g., competency assessment)
Ensure customer satisfaction activities
  • Continuously improve processes and implements best practices in line with the organization's objectives
  • Set team objectives in line with department and Service Center ambition;
  • Align the team with the group's strategies and customer/partner expectations
  • Ensure the existence of documentation for all applicable operations within their scope
  • Participates in the implementation of the Business Continuity Plan (BCP)
  • Maintain a good relationship with partners and contributes to the implementation of common action plans
Ensure a climate that promotes operational excellence within the activities
  • Ensure compliance with internal procedures (correct billing and resolution of received complaints)
  • Prepare reports for various purposes, analyzes them, and proposes solutions to improve efficiency
  • Ensure the implementation of the best standards and practices at the Group/Area level, analyzes errors, and builds a plan to resolve/reduce them
  • Coordinate the implementation of action plans generated by CES and NPS results
  • Oversee the monthly adherence to performance indicators and action plans
  • Act in accordance with the requirements of operational excellence (MW)
  • Ensure efficient and proactive collaboration with other functions of the company and especially with partners.
  • Actively participate in interdepartmental meetings and supports the department/team's point of view and the achievement of internal objectives
In Michelin we offer:
  • Flexible work schedule and home-office options
  • A customizable benefits package with options to choose: gym access, medical or dental services, private retirement pension, deduction of public transport costs, cultural activities vouchers etc.
  • Private medical subscription;
  • Life insurance;
  • Lunch vouchers and discounts;
  • Deduction of vacation costs.
How we recruit:
Once you submit your application, one of our recruiters reviews it. If your profile fits our role:
  • We have a phone call to get to know each other;
  • We hold assessments to see your language skills and competencies;
  • We meet in a face to face (or online, depending the context) interview, with a recruiter and the hiring manager.
Pass all stages with flying colors, and we’ll send you our offer.
LET’S INSPIRE MOTION FOR LIFE
Where do success and ideas come from? We strongly believe they come from collective intelligence.
Our talents, people and employees are the source of purposeful and sustainable innovations. That’s why we care about developing and enhancing their strength, and we ensure them a tailored professional journey across units and countries.
What drives us is the spirit of unlimited innovation, which we all possess. Our goal is to cultivate and nurture that spirit, by questioning the status quo, improving our way to do things. Therefore, we are always optimistic as to overcome the challenges of tomorrow.
That’s our mission as an employer: inspiring innovation in all of us, to build a better life in motion for you and for everyone.
Michelin, a leader in the field of tires, is dedicated to sustainably enriching the mobility of goods and people through the production, distribution and marketing of tires for each type of vehicle. It also offers innovative business support services, digital mobility services and publishes travel, hotel and restaurant guides, maps and atlases. Michelin has over 4500 employees in Romania: 3 factories (2 in Zalău and 1 in Florești - Prahova), as well as a commercial network, and a center for shared services, in Bucharest. The office in Bucharest also hosts the coordination center for the Central Europe and Central Asia region.
#LI-Hybrid
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