Customer Care Director (M/F)

Who we are
Are you looking to join an organization where you do meaningful work every day? As a Customer Care Director (M/F)you'll be starting a rewarding career with GEFCO Group.

With operations in 47 countries, GEFCO Group is a global leader in industrial supply chain solutions and the European #1 in automotive logistics. We are proud of our 70+ years of heritage and the expertise of our 11,500 employees around the world.

Our corporate culture is based on building Infinite Proximity in our relationships with all our employees and partners. That takes talent. We recruit the best to help us rise to our customers’ most demanding supply chain challenges. And to keep driving our business forward, we are committed to helping our employees develop the skills they need to thrive.

Teamwork and shared values make us stronger. We are agile, caring, cooperative, trustworthy, and courageous. Together, we go further.

We are Partners, Unlimited.

We are looking for

We are looking for an experienced and self-driven Customer Care Director (M/F). The role is based in Puteaux (92).

Mission and Brief of duties
The Customer Care Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers.

This role covers large and diverse responsibility areas, mainly: the management of global accounts control tower functions, the responsibility of Control Tower as a product line (design of the functions, definition of the concepts in Gefco, deployment of CT at group and cluster levels) and the management of the Customer Journey/ Experience by providing innovative concepts and tools enabling an enhanced experience for our customers.

The role has significant levels of responsibility and accountability for operational delivery.

The Customer Service Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.

Responsibilities

• Strategically lead and develop a senior operational team, including Global Accounts’ Control Tower, to enhance performance by setting clear accountable performance measures with Global Accounts
• Create a culture and processes which achieve the business goals and objectives with regards to customer service
• Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric and create & develop the Customer Journey concept in Gefco
• Empower and Engage the Customer Service Team
• Develop the Control Tower concept and product across the whole group, at corporate and cluster levels – select appropriate tools and define metrics to enable efficient customer service management
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• Drive better sales through service
• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers
• Act as the Voice of the Customer across the organisation
• Work effectively with all peers and the stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
• Continually develop improvements and embed successful change projects

If you are interested, click on "Apply" and start your career with GEFCO!

In line with GEFCO's commitment to inclusion and diversity, this position is open to all