Customer Satisfaction Manager (m/f/x)

  • Sales & Marketing
  • France
  • Levallois-Perret

Shape the future of B2B with us

Visable International has been experiencing strong growth over the past two years and it is in this framework that we need to recruit our future Customer Satisfaction Manager.
In this position, you will be responsible for driving and improving the satisfaction of suppliers on our Europages platform.
To this end, your mission will have two main components:

Managing a Customer Satisfaction team

  • Creating the Customer Satisfaction team (recruitment, training, development of employees)
  • Creating an approach for monitoring satisfaction during the customer’s lifetime
  • Identifying areas for improvement
  • Implementing an advisory approach intended for suppliers (docs, videos, webinars...)
  • Implementing a scorecard, and monthly presentation of KPIs to Codir

Managing the multi team processes and tools having a direct impact on satisfaction ( Sugar CRM, Hubspot Customer Service, Docusign, Aircall...)
  • Identifying the best services for improving the user experience, leading negotiations and optimizing their implementation
  • Improving processes in the company’s existing tools and ensuring their relevance to the various channels of acquisition (web, direct, reseller)
  • Coordinating innovation in the processes and the use of tools between the various teams concerned (Sales, Onboarding, Product & Tech)
  • Coordinating development tools with the group’s development teams (for the group tools)
  • Developing processes and tools according to trade policy, and in this framework contributing to the growth of the team (building of reports, training and support for the sales teams...)
  • Training users to make the best use of their tool
The main indicator will be the rate of renewal of the customer portfolio and you will report directly to the Head of Customer Success, while working with various key stakeholders in the group (sales managers, developers, etc...)
To this end, you will benefit from full business training + training in our tools.

What we offer

The guarantee of your success depends on your own involvement:
  • Permanent contract, position available ASAP
  • Position based in Paris, transfers expected (mainly Hamburg and Berlin)
  • Cafeteria or meal vouchers
  • Navigo Card (50%)

This is how you can impress us

  • Languages: French, English (German a major advantage)
  • Proven Project Management experience, ideally in implementing tools/processes in the field of customer relations
  • Mastery of CRM (ideally Sugar CRM)
    - Process optimization
    - Creation of a dashboard / process
  • Ability to communicate (written / oral)
  • Customer service management
    - Knowledge of team processes
    - Minimum of 2 years' experience in Management
  • Customer service oriented (internal / external)
Please send your motivation letter + CV, indicating as a reference Application C-SATISFMANAGER, to the following address:  
Apply now
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