Luxembourg Job Openings

Groupe Encevo

Head of Customer Success (m/f/n)

Merl

FULL TIME

September 26, 2024

Department: Customers, Innovation & Digital | Location: Merl | Contract: Permanent |
Job Requisition N°19319


Your tasks

  • You develop a customer-centric vision, define objectives and deliver effective action plans to ensure a positive and consistent experience for customers and stakeholders
  • You develop programs and actively lead projects that aim to promote a customer-centric culture
  • You lead, motivate and develop the customer operations teams to provide exceptional service and support on all available contact channels
  • You set up mechanisms for collecting and analysing customer feedback to promote continuous improvement and to ensure a seamless customer experience
  • You oversee the resolution of customer complaints and concerns promptly and effectively within defined SLA’s
  • You establish operational KPI’s to measure customer satisfaction and customer service’s efficiency to gain insights into customer behaviour, preferences and service satisfaction
  • You stay informed about relevant laws and regulations, and you ensure that customer operations comply with all regulatory requirements



Your profile

  • You hold a Master’s degree in Business Administration, Engineering, Sales or a related field
  • You have at least 2 years of experience in a similar position
  • You have a strong team spirit and collaborative mindset
  • You are committed, customer-focused and results-driven
  • You have a strategic orientation and a strong problem-solving ability
  • Effective verbal and written communication skills in English, French and German


What we offer

  • The opportunity to join a Group that actively shapes the energy transition in Luxembourg and the Greater Region
  • A multicultural and international working environment that encourages diversity and inclusion
  • A competitive salary with many additional benefits (e.g. pension plan, additional health insurance, free parking, company restaurant, etc.)
  • Continuous learning and development career path adapted to the needs of each employee
  • Hybrid working mode with the possibility to work from home and 34 days off per year


For external applications, a recent copy of the police record will be requested if you are invited for an interview.
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