Customer Service Manager

2 settimane fa


Milano, Lombardia, Italia EssilorLuxottica A tempo pieno

About Us

EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. With over 180,000 dedicated employees in 150 countries, we bring together the complementary expertise of two industry pioneers to create a vertically integrated business that addresses the world's evolving vision needs.

Job Scope and Responsibilities

As Customer Service Manager, you will lead the Customer Interaction Center and drive performance as a channel. Your key responsibilities include:

  • Driving excellent sales, service, and technical support for consumers through the execution of all Customer Care activities in line with the Client Experience and Commercial Excellence strategies.
  • Defining and implementing the Market CIC strategy, developing a strong continuous improvement spirit, and ensuring efficient, agile, and client-oriented operations.

Key Areas of Responsibility

Customer Experience

  • Foster a customer-centric spirit in the organization, spreading it across functions to ensure OMNI seamless services.

Operations

  • Define and develop the Italian CIC strategy, aligning it with the EMEA CIC strategy and ensuring consistency with the geography budget and resources.
  • Lead customer service topics, ensuring the appropriate focus across all functions.
  • Translate objectives and operational plans into programs and projects for the whole CIC department.

Network of Interaction

  • Internal: Sales BU, Regional Team (EMEA), Marketing Team, Operations Department, IT, Finance Team
  • External: Customers and Agencies

Technical Skills - Portrait of a Perfect Candidate

  • Bachelor or Master's Degree in Business/Management/Economics or similar commercial/business studies.
  • Certifications in CIC Business Management/Customer Experience Standards would be considered a plus.
  • At least 8 years of experience in Customer Service & Sales, in B2C and/or B2B.
  • Minimum 4 years leading, managing, and developing individuals and teams in medium or large multi-site Contact Center environments.

What We Offer

  • A dynamic and global work environment.
  • Opportunities for professional growth and development.
  • A competitive compensation and benefits package.

How to Apply

Please submit your application, including your resume and cover letter, through our website.


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