Head of Customer Care (H/F)
Withings, France
Job Description
Withings is dedicated to revolutionizing connected healthcare by delivering the best-in-class health devices to our customers. We are seeking a dynamic and experienced professional to join us as the Head of Customer Care. In this strategic role, you will report directly to the Operations Director and lead initiatives that focus on ensuring customer satisfaction, delivering exceptional service, and building the voice of the customer across the entire organization using AI tools and clear reporting.
Missions :
Voice of the Customer:
- Advocate for the customer internally, representing their interests in all projects.
- Build and maintain the voice of the customer for the entire company using AI tools and technologies.
Customer Satisfaction and Service Excellence:
- Define and execute the overall customer experience strategy, managing touchpoints with our products.
- Ensure the best quality for products and apps, smooth product deliveries, and provide best-in-class customer support.
- Implement and track KPIs to continuously improve the customer experience and ensure optimal processes.
Team Leadership and Collaboration:
- Manage and coordinate key teams: Customer Support, Technical Content, CS Ops, CS Quality
- Collaborate with cross-functional teams, including Product, Development, and Marketing, to implement recommendations and optimize customer experience.
- Select and lead the Business Process Outsourcing (Call centers). Staff, train and track the performances of the team. 80 agents in 3 locations.
Continuous Improvement:
- Contribute to the alignment of methodology and processes, identifying and implementing solutions for increased customer satisfaction.
- Drive innovation in practices for continuous improvement of the customer experience.
Requirements
- Education: Engineer degree or equivalent.
- Experience: Minimum of 5 years of experience, including significant management experience in customer experience
- Customer Centric: Strong dedication to building a customer-centric environment and delivering exceptional service
- Data Driven: Proficient in statistical concepts, data-driven mindset, and expertise in using technical/statistical tools.
- Communication: Excellent verbal and written communication skills.
- Leadership: Natural leadership with the ability to garner support for projects from various stakeholders.
- Team Management: Proven experience in managing teams and fostering strong human connections.
- Innovation: Passionate about creating a unique customer experience in an evolving and innovative ecosystem.
- Language Skills: Proficient in English. French and/or German is a plus
- Technical Skills: Advanced Excel skills, knowledge of SQL is a plus.
Join Withings, where you will be part of a passionate and dynamic team working to disrupt healthcare through innovation. If you are a proactive and curious leader with a strong focus on customer experience, we invite you to apply and contribute to our mission of transforming connected healthcare.
Benefits
Joining the Withings adventure means :
- Joining one of the world's pioneers and leaders in connected health, winner of several awards at the Consumer Electronic Show,
- Contributing to innovative and ambitious projects for the health of tomorrow in an agile and constantly evolving environment,
- Join an international company, member of the FrenchTech 120, with teams based in Issy-les-Moulineaux, Boston, Hong-Kong and Shenzhen,
- Participate in the continuous improvement of our products and services by beta-testing them before their release, especially during our numerous sports sessions with colleagues,
- Benefit from numerous advantages: Stock Options, smartphone and computer of your choice, discounts for cultural and sports activities, company restaurant, and much more,
- Participate in the Withings Med Academy by attending lectures by healthcare professionals to strengthen your knowledge in the medical field,
- Collaborate with passionate colleagues and celebrate each of our successes together!
At Withings, we know that diversity, equity and inclusivity are paramount to fostering innovation. We rely on the unique skill sets, life experiences and perspectives of each team member to accomplish our missioncreating technology that people love, to make better health part of everyday life.