Customer Services Excellence Manager

Your mission as the Customer Services Excellence Manager will be to lead the delivery of the Customer Services objectives across twenty five countries where Lyreco operates with the opportunity to really make a difference in a dynamic, multinational team. You will have a passion and commitment for delivering an outstanding service to our customers by defining and deploying the Customer Services target operating model, driving the KPIs that will make a difference and sharing best practices. You will understand and prioritise the goals, needs and challenges of the local teams, drive ideation and implementation of new and improved ways of working, tools and processes to drive improvements and make it easier for our customers and our teams.

You will report to the group Head of Customer Experience, working closely with local Customer Services Directors and operational teams and forming close relationships with other group teams such as Customer Experience Product Management, Supply Chain, Marketing, Sales, Merchandising, Finance and Ecommerce.

Main responsibilities:

• Develops and deploys Customer Services Target Operating Model, optimises and drives efficient, improved performance of Customer Services teams in local countries

• Engages with key stakeholders to form strong, collaborative working relationships across the business in both local and group teams
• Understands main business and Customer Services objectives, challenges and goals per country to maintain a detailed view and understanding of their operation as well as assessing maturity levels of key Customer Services operational criteria
• Understands common challenges and prioritises needs of countries based on delivering maximum value to the business across multiple countries
• Audits and reviews ways of working and performance of countries to provide and drive recommendations to countries to optimise their operations in key areas
• Drives ideation and implementation of new and improved Customer Services tools and processes to accelerate Customer Services teams operational effectiveness
• Ensures that countries are provided with the right level of support and training to appropriately deploy new or changing tools and processes
• Defines, drives and evolves Customer Services Key Performance Indicators, sets benchmarks with effective review and comparison of KPIs between countries
• Understands Customer Services tools and technologies with strong awareness of future trends and is consistently informed and ahead of the game in relation to new and innovative approaches to supporting our customers
• Ability to identify areas of automation and digitization to plan and create effective business cases to show ROI of proposed solutions
• Creates framework to identify, formalise and share best practice and knowledge across countries
• Plays key role in leading the Customer Services community to facilitate exchange of knowledge, information and develop a true team spirit
• Follows structured and methodical approach to working with multiple countries in order to effectively scale solutions and approach

Qualifications and Skills:

• 7+ years of experience at senior level within Customer Services environment

• Passion for Customer Services and acts as an advocate for customers within the business
• Well-developed leadership, planning, organisation and process development skills
• Excellent communication, presentation and facilitation skills with ability to interact and build credibility with stakeholders across functions
• In depth understanding of optimising Customer Services capabilities such as Knowledge Management, Web Chat, Answer/Chat bots, process automation, training, Continuous Improvement, Workforce Management, Quality Monitoring etc.
• Clear knowledge of Customer Services KPIs, benchmark/industry standards and understanding of what factors will initiate improvements
• High attention to detail including precise and effective stakeholder communications and proven ability to manage multiple, competing priorities simultaneously
• Fluency in English, both verbal and written and experience in working in an international environment