Typology: Customer Success - General Management - Operations - Customer Service
Type of contract: CDI or Freelance
Desired remuneration: Package > 100k
Availability: Immediate
Mobility: Île-de-France, Hauts-de-France
Desired teleworking arrangement: Hybrid, Full remote possible
His research
Profile with 15 years' experience in Operations and Profit Center Management, looking for a position in Operations Management, Chief of Staff or Customer Relations Management.
He/She has a preference for medium to large-sized companies, in a variety of sectors such as retail, telecommunications, energy, banking-insurance, the press and the charitable or industrial sector.
He/she is particularly interested in missions linked to process optimization, management, steering and strategy. An ideal working environment for this talent would be a company that values trust, benevolence and performance.
Its advantages
Operations and profit center management profile, with proven expertise in optimizing processes and managing multidisciplinary teams. He/she has solid experience in implementing innovative transformations and large-scale change projects, contributing to the growth and efficiency of organizations.
Professional background :
- Internal development in a company specializing in financial and insurance services:
- For 5 years: Head of performance and customer care
- Customer Service Management :
- Definition and implementation of customer relations strategy
- Management of a team of 210 employees
- Management of customer relations service providers
- Up-sell/cross-sell development (€180M/year), quality and performance management
- Management of the customer service "Performance" department:
- Steering the department's budget (+ €20m)
- Forecasting, planning, flow adherence, incident management
- CRM changeover, project management, overhaul of operational processes
- Monitoring customer satisfaction (NPS and Satcli), compliance and regulatory management (RGPD ...).
- Customer Service Management :
- For 1 year: Data program manager in the same company
- implementation of the new data platform
- coordination of MOA and MOE teams
- budget management
- For 5 years: Head of performance and customer care
- For 1 year: Interim Management, Customer Organization Department for a mail-order company
- Steering of all IS correction and improvement projects
- Responding to calls for tender on IT projects
- Management and migration of document dematerialization and back-office service providers.
- For 3 years: Regional B2B-B2C Customer Relations Operations Manager in an international group offering integrated IT solutions
- Against the backdrop of the creation and growth of a new region
- Operational and hierarchical management of HR, management control, IT and general services teams
- In 3 years: team growth from 400 to 1,600 employees
- Training, management organization, recruitment, opening new accounts
- Operations delivery management
- For 6 years: Customer Relations Business Unit Manager (press and charity) in an international group offering customer experience management and business process outsourcing services
- Member of COMEX
- Management of 200 employees with a P&L of €20m
- Process optimization Customer relations
- Management of logistics operations, document dematerialization, financial flows
- Key account management, sales up 20% with the signing of 2 major accounts
Key assets :
- Corporate strategy and management: support in defining development and growth strategies, profit center management.
- Management of multi-disciplinary teams: hierarchical and matrix team management, quality and performance management.
- Performance analysis and process optimization: management of outsourced services, compliance and regulatory control.
- Management of technical and functional projects: CRM implementation, document dematerialization, IS migration, digitization of customer paths.
- Profit center management : economic performance, relations with employee representatives, relations with local political players.
Soft skills
- Problem solver: likes to be efficient, analyze and find solutions
- Manager, federator: ability to transmit ideas in an inspiring and didactic way, enjoys accompanying people and helping them grow.
- Performance and continuous improvement oriented : driven by a constant desire to optimize processes and improve performance, and to measure the effectiveness of actions.
- Change management and adaptation: success in several large-scale transformation and change projects
His favourite subjects
- Operations management, Customer relationship management, Transition, Change management
- Corporate strategy
- International
- Team management
- Sectors: retail, telco, banking and insurance, press, charity, IT, industry
The little + of talent
- English
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