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Title:  Customer Service Manager EMEA

Main missions : 

In our e-BusinessTeam EMEA, the customer service manager is in charge of managing the customer service for all brands of the Shiseido Group EMEA. He/She becomes the “in-house” ambassador of the customer and makes sure he/she gets a best in class experience with our brands.

 

Management & Coordination :

- Diagnosis of the existing consumer / customer services across brands in the region

- Build new customer service organization & choose new partners

- Day to day management of Designer Brands + Shiseido EMEA external customer service provider

- Identify best practices to improve procedural guides and keep them updated according to new actions for each brand (new releases, product discontinuation, limited editions)

- Ensure the integration of specific requests and coordinate providers and / or local partners

 

Operational follow-up :

- Manage clients requests for Shiseido France

- Manage and monitor external customer service actions

- Ensure the transmission of specific requests to the concerned services + follow-up

- Cover requests from social networks across the group

- Establish an internal tracking tool

- Monitor and administer stock replacement & samples

- Deploy new tools & services

 

Guarantee process and schedule :

- Define level of expectations & KPI‘s

- Set up the request management process

- Follow-up & monitoring with internal and external stakeholders

- Build schedules and ensure their compliance

- Ensure training for all providers & internal partners

 

Budget monitoring : 

- Budget Monitoring for France with the head of division

- Manage the investment at the international level



Profile

- At least 5 years of experience in client relationship management / customer service experience / project management in  complex & decentralized organizations

- Social media service management experience is an advantage

- Strong communication and reporting ability, and able to clearly summarize and report the operation status of a project based on the consumer's requirements

- Results-orientation,customer-centric, Inspire dedication, strong ownership

- Highly organized with attention to details

- Highly adaptable to different cultures and how to work in a multicultural environment

- Fluency in English, French

 

Location : Shiseido EMEA - 56A rue du Faubourg Saint-Honoré, Paris 8e


Job Segment: Service Manager, Manager, Relationship Manager, Customer Service, Management

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