Customer Service Director
votre rôle
Do you enjoy discussing digital strategy with industry leaders ?
Are you a dynamic leader with a keen eye for strategy, team collaboration, and client satisfaction?
We're currently looking for an exceptional individual to join our Orange Business GDO team in DACH as Client Experience Director, leading a virtual Client Service Management team in orchestrating seamless solutions within our clients' multi-service eco-system.
Begin an adventure where customer focus intersects with creativity and innovation!
Purpose:
A client-focused, team-oriented, and analytical Customer Service Director oversees and manages the overall client experience to ensure the client receives high-quality service and support and their needs and expectations are met. Leader of a virtual Client Service Management team that possesses a clear understanding of the client environment, team collaboration and end-to-end business outcome in order to facilitate the organization to successfully deliver the solutions. The Customer Service Director is the lead orchestration element in the Client's multi-service eco-system.
Responsibilities
Developing and implementing strategies to improve the overall client experience, including client service, communication, and satisfaction.
Building and maintaining trusted relationships with clients, understanding their needs and goals, and orchestrating with all teams in the eco-system to deliver solutions that meet those needs.
Ensuring all client interactions are consistent and aligned with the organization, teams, and respective stakeholders.
Analyzing and reporting on client feedback, identifying areas for improvement, and implementing changes to enhance the client experience.
Collaborating with other departments, such as sales, marketing, product development and CTIO to ensure a seamless and positive experience for clients across all touchpoints.
Supporting, developing, implementing, and integrating new service management initiatives identified through interactions with our clients (i.e., processes and procedures evolution, automation and digitalization, employee development, quality, and performance assurance).
Overseeing the service management reporting posture with status overview on a variety of work priorities (program sponsorship).
Working closely with Sales to understand account health and to identify any product issues and retention risks and, when necessary, addressing the identified issues.
Responsible for maintaining service quality, operational efficiency and cost control for client success in the extended account management environment supported by his / her team members.
Achieves Client Success objectives by contributing metrics and recommendations to strategic plans and reviews, preparing, and completing action plans, implementing productivity, quality, and client success audits, identifying client success trends, determining system improvements, and implementing change.
Takes ownership of client issues and ensures his / her team follows through to resolution.
Work with senior management to ensure all client issues are brought to completion.
Determines objectives, sets priorities, installs organization and delegates work efficiently
Identify, develop, and re-engineer processes with a focus on enhancing the overall client experience.
Keep ahead of industry’s developments and apply best practices to areas of improvement.
Collaborate with Sales to ensure client care procedures are in place for all new Sales initiatives.
Develop/prepare weekly/monthly internal reporting for status escalations, service management metrics, and voice of client.
Supports Client Success financial objectives by contributing to forecasts, budgets preparations, scheduling expenditures, analyzing variances, and corrections.
Responsible for training, scheduling, coaching, and develop his / her team members and nurturing an environment where they can excel through encouragement and empowerment.
Manages and resolves conflict in a constructive manner.
votre profil
Seniority and multi-disciplinary experience in client facing roles
Face-to-Face Client Management/Interaction and Relationship Management
Client Service Management best practices and excellence
5 years of work experience in Service Integration / Operations
Proven track record in leadership and management skills of teams
Proven track record of at least 3 years of experience in project management (performance, risk, and cost control)
Proven track record of developing creative solutions to complex problems
Thorough understanding of Service Strategy, Service Design and Service Operation practices and principles
Thorough understanding of Service Level Management
Good level of practiced technical knowledge Skills in Data Management
Agility and/or DevOps working experience and knowledge
ITIL qualification and experience in execution
Experience and/or certification in Quality Management methodology(ies) is desirable
Six-Sigma or similar performance optimization methodology qualification is desirable
MSO, MSI, SIAM, ITIL
Technical Skills
Good technical understanding of network-based services / and -technologies.
Good knowledge of IT / IT Services.
Good knowledge of Collaboration (MS Teams) and Contact Center solutions
Outstanding knowledge of Security, Cloud services and/or Integration Solutions (IS Services) and technologies
Working knowledge in
Data Analytics, Business Intelligence Tools (OBIEE, Tableau, SAP BusinessObjects (Universe/WebI), PowerBI desirable
Automation / Digital
Proficiency using advanced Excel for data analysis and other Office365 features
Service Design, Planning and Offering
Business Finance
Soft Skills
Strategic and critical thinker, analytical approach, problem-solving, developing long-term plans to improve and maintain client experience
Excellent communication skills both written and verbal with the ability to efficiently communicate with internal and external partners, and clients
Excellent influencing, organization, negotiation, and presentation skills
Innovative and creative
Motivating and inspiring leadership skills, prioritization, steering, orchestration (internal/external), and support
Strong analytical skills to identify areas for improvement, and to make data-driven decisions
Can work well under pressure and can handle escalations calmly and competently
Ability to succinctly articulate concepts and ideas in a simple fashion
Client experience-focused, can-do, and proactive mindset
Diplomacy, tact, and multi-cultural awareness
Tenacity and persistence
Demonstrated ability to manage multiple initiatives and priorities
Team-oriented, collaborative partner that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views
Capability to adapt to change and to respond to fast-emerging trends
Able to build and develop a relationship with the client, identifying opportunities improving client experience and loyalty
Strong interpersonal skills with the ability to lead and cultivate a performing and successful team
English & French (fluent to native). German is a plus
Qualifications
Degree level or equivalent (Business or Science Degree)
ITIL Expert Certification
Cloud and/or Contact Center (ie, Genesys) Practitioner Certifications
le plus de l'offre
NA
contrat
CDI
Switzerland-Zurich - Suisse
Do you enjoy discussing digital strategy with industry leaders ?
Are you a dynamic leader with a keen eye for strategy, team collaboration, and client satisfaction?
We're currently looking for an exceptional individual to join our Orange Business GDO team in DACH as Client Experience Director, leading a virtual Client Service Management team in orchestrating seamless solutions within our clients' multi-service eco-system.
Begin an adventure where customer focus intersects with creativity and innovation!
Purpose:
A client-focused, team-oriented, and analytical Customer Service Director oversees and manages the overall client experience to ensure the client receives high-quality service and support and their needs and expectations are met. Leader of a virtual Client Service Management team that possesses a clear understanding of the client environment, team collaboration and end-to-end business outcome in order to facilitate the organization to successfully deliver the solutions. The Customer Service Director is the lead orchestration element in the Client's multi-service eco-system.
Responsibilities
Developing and implementing strategies to improve the overall client experience, including client service, communication, and satisfaction.
Building and maintaining trusted relationships with clients, understanding their needs and goals, and orchestrating with all teams in the eco-system to deliver solutions that meet those needs.
Ensuring all client interactions are consistent and aligned with the organization, teams, and respective stakeholders.
Analyzing and reporting on client feedback, identifying areas for improvement, and implementing changes to enhance the client experience.
Collaborating with other departments, such as sales, marketing, product development and CTIO to ensure a seamless and positive experience for clients across all touchpoints.
Supporting, developing, implementing, and integrating new service management initiatives identified through interactions with our clients (i.e., processes and procedures evolution, automation and digitalization, employee development, quality, and performance assurance).
Overseeing the service management reporting posture with status overview on a variety of work priorities (program sponsorship).
Working closely with Sales to understand account health and to identify any product issues and retention risks and, when necessary, addressing the identified issues.
Responsible for maintaining service quality, operational efficiency and cost control for client success in the extended account management environment supported by his / her team members.
Achieves Client Success objectives by contributing metrics and recommendations to strategic plans and reviews, preparing, and completing action plans, implementing productivity, quality, and client success audits, identifying client success trends, determining system improvements, and implementing change.
Takes ownership of client issues and ensures his / her team follows through to resolution.
Work with senior management to ensure all client issues are brought to completion.
Determines objectives, sets priorities, installs organization and delegates work efficiently
Identify, develop, and re-engineer processes with a focus on enhancing the overall client experience.
Keep ahead of industry’s developments and apply best practices to areas of improvement.
Collaborate with Sales to ensure client care procedures are in place for all new Sales initiatives.
Develop/prepare weekly/monthly internal reporting for status escalations, service management metrics, and voice of client.
Supports Client Success financial objectives by contributing to forecasts, budgets preparations, scheduling expenditures, analyzing variances, and corrections.
Responsible for training, scheduling, coaching, and develop his / her team members and nurturing an environment where they can excel through encouragement and empowerment.
Manages and resolves conflict in a constructive manner.
votre profil
Seniority and multi-disciplinary experience in client facing roles
Face-to-Face Client Management/Interaction and Relationship Management
Client Service Management best practices and excellence
5 years of work experience in Service Integration / Operations
Proven track record in leadership and management skills of teams
Proven track record of at least 3 years of experience in project management (performance, risk, and cost control)
Proven track record of developing creative solutions to complex problems
Thorough understanding of Service Strategy, Service Design and Service Operation practices and principles
Thorough understanding of Service Level Management
Good level of practiced technical knowledge Skills in Data Management
Agility and/or DevOps working experience and knowledge
ITIL qualification and experience in execution
Experience and/or certification in Quality Management methodology(ies) is desirable
Six-Sigma or similar performance optimization methodology qualification is desirable
MSO, MSI, SIAM, ITIL
Technical Skills
Good technical understanding of network-based services / and -technologies.
Good knowledge of IT / IT Services.
Good knowledge of Collaboration (MS Teams) and Contact Center solutions
Outstanding knowledge of Security, Cloud services and/or Integration Solutions (IS Services) and technologies
Working knowledge in
Data Analytics, Business Intelligence Tools (OBIEE, Tableau, SAP BusinessObjects (Universe/WebI), PowerBI desirable
Automation / Digital
Proficiency using advanced Excel for data analysis and other Office365 features
Service Design, Planning and Offering
Business Finance
Soft Skills
Strategic and critical thinker, analytical approach, problem-solving, developing long-term plans to improve and maintain client experience
Excellent communication skills both written and verbal with the ability to efficiently communicate with internal and external partners, and clients
Excellent influencing, organization, negotiation, and presentation skills
Innovative and creative
Motivating and inspiring leadership skills, prioritization, steering, orchestration (internal/external), and support
Strong analytical skills to identify areas for improvement, and to make data-driven decisions
Can work well under pressure and can handle escalations calmly and competently
Ability to succinctly articulate concepts and ideas in a simple fashion
Client experience-focused, can-do, and proactive mindset
Diplomacy, tact, and multi-cultural awareness
Tenacity and persistence
Demonstrated ability to manage multiple initiatives and priorities
Team-oriented, collaborative partner that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views
Capability to adapt to change and to respond to fast-emerging trends
Able to build and develop a relationship with the client, identifying opportunities improving client experience and loyalty
Strong interpersonal skills with the ability to lead and cultivate a performing and successful team
English & French (fluent to native). German is a plus
Qualifications
Degree level or equivalent (Business or Science Degree)
ITIL Expert Certification
Cloud and/or Contact Center (ie, Genesys) Practitioner Certifications
le plus de l'offre
NA
contrat
CDI
Switzerland-Zurich - Suisse
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