Requirements: English
Company: Polti Group
Region: Bulgarograsso , Lombardy
Polti S.p.A., a leading company in the design andproduction of small steam appliances, is looking for a CUSTOMERSATISFACTION MANAGER to be included in the Strategic Marketing& Customer Engagement Department for its headquarters inBulgarograsso (CO). The primary goal of a Customer SatisfactionManager is to ensure that customers have a positive experience withPoltis products, throughout the entire customer journey. Thisinvolves not only managing the external customer service but alsoproactively seeking ways to enhance the overall customer experienceon a more strategic level. The scope of this role will also consistin standardizing and coordinating the experience at a Europeanlevel working with the local subsidiaries as well. While a big partof this role will involve managing our customer satisfaction withour e-commerce customers, it also requires piloting the customersatisfaction through our retail channels. Specifically, it willdeal with: - Manage daily our customer service provider that isshared across the subsidiaries (Italy, France) ensuring they meetour KPIs in terms of costs and quality - Coordinate with the localteams in Italy and other countries and giving them guidance interms of processes related to customer service, returns, and aftersales in general - Manage our repair service external providers,(300+ locations across Europe) together with the internal team,building the relationship with them, ensuring that they achieve aqualitative service - Collect and analyse customer feedback acrossall our channels, to understand the needs and expectations of thecustomers, and create an internal workflow to feed this data backinto the right department (quality, marketing, e-commerce) andensure the follow up from start to end - Establish standardizedprocedures and policies, for returns, and repair processes, atEuropean level, to ensure we have a consistent tone of voice to ourfinal customers, using the same tools and guidelines across allcountries - Train and support the teams (internal or external) toensure they deliver an excellent customer service and adhere tocompany standards - Build and monitor key performance metricsrelated to the customer satisfaction, and identify areas to improveand implement corrective actions - Lead various projects aiming toimprove customer satisfaction and service, also engaging relevantstakeholders within the organization REQUIREMENTS: - Degree intechnical or economic field - 5-7 years of experience in managing acustomer service department, working within an aftersalesdepartment in an international organization in the home applianceindustry - Strong customer-focus with a customer first mindset -Fluent in English; French or Spanish is a plus - Technical productknowledge (ironing, steam mops, vacuum cleaners) - Digitally savvy,the ideal candidate has a strong digital mindset and is aware ofthe trends and most powerful tools on the market - Knowledge ofBusiness Intelligence software is appreciated - Customerorientation, ability to analyse and synthesize, organizational andmanagerial autonomy, management skills and development of the workteam, curious and innovative Permanent employment and proportionateremuneration in relation to the profile are proposed. The search isintended for candidates of both sexes (L.903/77).