Customer Experience Team Manager

• 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.

• 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)

• 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 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

• 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.

• 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.