Customer Experience Operations Senior Manager
Genetec, France

The Customer Experience Director (CED) is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process, and technology, to deliver key service outcomes for customer in the EMEA territory.

• Leading the team, assigning goals and measuring performance., Create a positive work environment
• Oversee the hiring, orienting, and training
• Defining the Customer Experience strategy
• Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
• Improve NPS (Net Promoter Score) CSAT (Customer Satisfaction), or other Customer Metric.
• Collaborate with teams within Genetec with the objective to align corporate goals and processes. Improve overall product delivery and customer satisfaction
• Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
• Prepare and manage annual budgets in achieving set objectives and goals
• Ensures all outstanding business opportunities/up-sell potentials for ongoing projects are captured and communicated to the Sales team for follow-up

• Leadership Skills: Customer experience managers are able to organize and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers
• Communication Skills: be well versed in effectively interacting with clients to identify and process their requirements
• Customer Service Skills: be able to courteously interact with clients to ensure positive customer experience
• Excellent interpersonal skills that build positive relationships with other team members
• Possesses strong analytical and troubleshooting skills (detail-oriented)
• Comfortable interfacing with key individuals at major accounts in sensitive situations
• Must possess valid driver’s license and passport
• Ability to travel up to 40% of the time
• Fluent in both French and English

• Strategic vision
• Performance Management
• Conviction and Influence
• knowledge of the market and the players in the security sector

Job Rewards and Benefits