Customer Service Manager

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

JOB SCOPE AND MAIN RESPONSIBILITIES:

Main purpose of the job:

• Lead the Customer Interaction Center and drive performance as a channel.
• Drive excellent sales, service and technical support for the consumers through the execution of all Customer Care activities in line with the Client Experience and Commercial Excellence strategies.
• Define and implement the Market CIC strategy, developing a strong continuous improvement spirit, ensuring efficient, agile and client-oriented operations.

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:

CUSTOMER EXPERIENCE

• Deep knowledge of our clients and understanding of their specific needs and expectations.
• Foster a customer centric spirit in the organization, by spreading it across the functions, to ensure OMNI seamless services.

OPERATIONS

• Define & develop the Italian CIC strategy, in alignment with the EMEA CIC strategy, and ensure consistency with the geography budget and resources. Promote the CIC strategy within the entire company.
• Lead the customer service topics, ensuring the appropriate focus across all the functions.
• Translate objectives and operational plans into programs and projects for the whole CIC department. Build and promote adherence to the common CIC strategy by relying on expert team members for local project management. Contribute to EMEA and Corporate projects where the operational expertise is required.
• Support & guide the Team Leaders (direct reports) in making investments and taking decisions.
• Manage budgets as per the Operational Plan (OP).
• Ensure accurate Dynamic Forecast (DF) and follow up actions on budgets, in collaboration with Finance team.
• Perform regular market benchmarks on customer service practices both with EL CICs and with key best in class external contact centers.
• Actively participate in the activities of the Global CIC community, exchanging best practices and developing a strong EMEA network.
• Ensure and promote effective communication through all the EL Channels (e-Commerce, Social Media, Retail, Marketing, Supply Chain, Finance, HR) in order to deliver a consistent customer experience, but also sales focus and employee satisfaction.
• Drives the EL culture and values, internally and externally.
• Facilitates omni-channel customer facing knowledge management.

TEAM MANAGEMENT

• Ensure that EL HR / people management principles, policies and processes are applied.
• Perform target appraisals and build development plans in line with the Performance Management process, empowering team members to lead their own career development.
• Recognize talents and encourage team members to develop themselves with the available tools (training, job enrichment and networking).
• Promote the knowledge sharing and the cross-collaboration, to ensure team’s motivation and contribution.
• Participate in recruitment processes of new team members, leading interviews and validating new hires with HR.
• Address team members performance and/or behavioral issues on time and with the correct feedback, in line with the EL Leadership Framework
• Ensure the team development and the succession planning.

NETWORK OF INTERACTION:

INTERNAL : Sales BU, Regional Team (EMEA), Marketing Team, Operations Department, IT, Finance Team,

EXTERNAL : Customers and Agencies

TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE

• Bachelor or Master’s Degree in Business / Management / Economics or similar commercial / business studies
• Certifications in CIC Business Management/Customer Experience Standards would be considered a plus
• At least 8 years of experience in Customer service & Sales, in B2C and/or B2B
• Minimum 4 years Leading, managing and developing individuals and teams in medium or large multi-site Contact Center environment
• Experience in a multi-task and fast-paced environment, using multiple digital tools and software
• Exposure to digital technologies (such as social media, chats, etc…)
• Strong Analytical skills
• Knowledge in business and contact center productivity, costs and quality KPIs, different reporting structures and analysis
• Understanding of key Chatbot KPIs & Reporting
• Solid experience with computer systems as well as Microsoft Suite applications (including Word, Excel and Power Point)
• Strong in Project management
• Strong in Communication & Emotional Intelligence
• Strong Conflict management, Change management and Influencing skills
• Strong problem solving skills