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Customer Service Senior Manager

Lausanne (Ref: CH_CS_129)

Missions and responsibilities

We are searching for a Customer Service Senior Manager who is a dynamic and passionate Leader for our Customer Service team. Your main mission is to run Customer Service department in an efficient and profitable manner to increase customer satisfaction, loyalty and retention to exceed customer expectation.

Main responsabilities:

  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Develop Customer Service vision and strategy.
  • Build scalable processes and policies in a constantly evolving organization.
  • Lead and scale a multilingual Customer Service team at an international level.
  • Motivate and develop members of the team to retain talent and enhance the careers of our people.
  • Find and share customer insights with the executive management team.
  • Collaborate with cross division to make Customer Service operations constantly more effective.
  • Analyse statistics and ensure that Customer Service Key Results are met successfully.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.

Skills

  • Customer centric orientation to develop customer satisfaction goal and coordinate with Customer Service Managers to meet them on a steady basis
  • Exceptional in organizational and analytical skills with ability to effectively leverage KPIs into streamlined processes
  • Excellent communication, organization, negotiation, presentation skills. Ability to deal internally and externally with diplomacy, tact and multi-cultural awareness.
  • Strong leadership and interpersonal skills experience and background managing teams.
  • Ability to collaborate across the organization and different entities.
  • Dynamic thinker, proactive, can-do attitude, problem solver.
  • Languages: English (fluent), French (fluent), German or Spanish as plus

Work experience

  • Knowledgeable with 10+ years relevant work experience in global customer service
  • Experienced in leading and managing cross functional teams and programs. Proven ability to manage, influence and motivate. ITIL certification as plus.
  • Experienced assessing, negotiating, implementing, and managing external and internal customers relationships.

About SecuTix

SecuTix is a European technology provider of a Ticketing Engagement Platform that helps organisations boost ticket sales and enhance audiences’ experience before, during and after live events. Our product, SecuTix 360°, is a cloud-based platform that combines ticketing and marketing functionality, and is offered as a white label SaaS service.

Used by the largest sport clubs and stadiums, live entertainment businesses, leading museums and cities across Europe, SecuTix manages the yearly sales of 30 million tickets.

Among our clients are Opéra National de Paris, UEFA, Centre Pompidou, Aspro Parks, Saracens FRC, Paléo Festival, Musée Picasso Paris and more.

A daughter company of the ELCA Group, SecuTix has a local presence in Switzerland, France, Spain, Germany, Vietnam and the UK.

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