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Customer Success Manager
3 mesi fa
Odity , we are experts in customer relations.
We support the brands that trust us to take care of their greatest wealth:
their customers.
We are a multicultural team of 1,500 employees based in 10 offices located around the world: New York, London, Brussels, Paris, Milan, Antananarivo, Cape Town, Hong Kong, Shanghai, Tokyo.
Today we work in synergy with more than 350 brands as close as possible to their customers in the luxury, lifestyle, fashion, automotive, insurance, banking and media sectors.
Customer Success Manager (CSM) , to join our Operation Team.
You will support and report directly to our Business Managers.
Your mission is to assure the satisfaction and loyalty of the brands.
You will offer to our clients the best experience thanks to a specific strategy in collaboration with all the Odity teams.
Tasks and responsibilities:
- Support the Business Manager in starting new projects
- Collect and analyze qualitative and quantitative data to process periodic reports and business reviews
- Monitor and measure the service to ensure that it continues to generate value for the Brand
- Support the BM in proposing new activities/services to the Brand by developing supporting documentation
- Identify, plan, follow and coordinate any Incentive Plans for the teams to be proposed to the different Brands
- Develop new strategies to increase contact volumes (i.e. outbound marketing campaigns)
- Report to the BM on any problems detected on the services
- Identify best practices on other services to propose and activate them on a specific Brand
- Analyze the market and any competitors to find ideas that can be replicated or analyzed
- Organize training sessions with the Brand and plan them by coordinating with the reference Branch Manager/TL directly
- Update procedures, handbooks and the knowledge base of the services in collaboration with the BM and TL
- Supervise the Quality Assessment results by coordinating with the different hubs TLs.
Requirements:
- Excellent knowledge of English
- Good knowledge of the main IT tools and specifically of Microsoft Office applications.
- Availability to work on-site in our Milan office.
Contract:
Full Time from Monday to Friday 9:00- 18:00
RAL and contractual framework will be proportionate to experience and qualifications.
Send your CV and Join our Team
Contratto di lavoro:
Tempo pieno
Orario:
Dal lunedì al venerdì
Possibilità di pendolarismo/trasferimento:
20122 Milano, MI: Poter raggiungere agevolmente la sede lavorativa o avere intenzione di trasferirsi prima di iniziare il lavoro (Obbligatorio)
Esperienza:
CSM:
1 anno (Obbligatorio)
Lingua:
inglese (Obbligatorio)
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