Customer Experience Manager
6 giorni fa
Contract: Permanent/Full time
Compensation:
If you’ve worn a pair of glasses, we’ve already met.
We are a global leader in the design, manufacture, and distribution of sunglasses, frames and ophthalmic lenses. In over 150 countries we offer our industry partners access to a global platform of high-quality vision care products, iconic brands that consumers love, as well as a network that offers consumers high-quality vision care, best-in-class shopping experiences, and leading e-commerce platforms.
Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.
Discover more by following us on LinkedIn
Your #FutureInSight with EssilorLuxottica
Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible.
JOB SCOPE AND MAIN RESPONSIBILITIES:
Support the customer experience and operational excellence targets of the function in the discovery, design and delivery phases of global initiatives by identifying process optimization, standardization and technological evolutions’ opportunities and partnering with a wide range of internal and external functions. Coordinate continuous improvement projects with relevant functions at global®ional level. In cooperation with Cex AI and Global AI identify area of opportunity for applications of AI capabilities to different customers journeys.
AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:
- Global CEx Roadmap definition , prioritization and delivery
- Global CEx Roadmap status update with leadership and ops team leaders
- Global CEx strategy , project streams definition and execution on Wearable initiatives for Customer Service and After sales
- Lead team of process specialists in continuous improvements and standardization initiatives in collaboration with all regional Ops teams
NETWORK OF INTERACTION:
INTERNAL :
- IT (CRM, BI, AI, Ecommerce, SAP) for all projects
- Super Audio on Nuance
- Ops (Logistics, Supply Chain, Quality, Product, Engineering, Legal) for all wearable projects
- Finance and Controlling
- Ecom Ops, Retail Ops, WHS Ops
EXTERNAL :
- Meta Service NPI Lead and Service Engineer for topics related to Customer Support and After Sales for new products launch
TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE
- Educational Background in Engineering/Economics
- At least 10 years of experience in Customer Service Transformation projects
- Strong process optimization and continuous improvement skills
- Strong project management and demand management skills
- Strong data analysis skills
- Strong presentation skills
- Solid experience with Customer Service solutions
- Solid experience with A.I. applications in CEx processes and CX journeys
LANGUAGES:
Italian
English – used daily (written and verbal)
Our Diversity, Equity and Inclusion commitment
We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.
-
Customer Service Manager
5 mesi fa
Milan, Italia Werfen A tempo pienoOverview Post Date February 14, Number WEBIT-- Job Function Customer Service Location Milano Country Italy About the Position For our Supply Chain Department, based in Milan (Italy), we are looking for a: CUSTOMER SERVICE MANAGER The Customer Service Manager is responsible for building strategic customer relationships, implementing the...
-
In Store Customer Experience Supervisor
5 mesi fa
Milan, Italia Hermès A tempo pienoGENERAL ROLE The In Store Customer Experience Supervisor leads and supports the team in developing and delivering the most memorable journey for clients, embodying the brand values and leading their team to provide heartfelt and bespoke attention to customers. The ideal candidate will act as a role model and will represent Hermès as an Ambassador,...
-
Assistant Store Manager, Experience
5 mesi fa
Milan, Italia Canada Goose A tempo pienoJob Description Position Overview: The Assistant Store Manager, Experience is responsible for maintaining high quality customer service, while creating an outstanding experience that allows customers to continuously conquer the outdoors! They will work closely to support the Store Manager in all store performance areas including store performance,...
-
Customer Experience
3 mesi fa
Milan, Italia Michael Page A tempo pienoTech Company, facente parte di importante Gruppo italiano, all'avanguardia nel campo della tecnologia e dell'innovazione in ambito Customer Experience.
-
Key Account Manager
2 settimane fa
Milan, Italia Abroad Experience A tempo pienoFor our international client in the area of The Hague, we are seeking an experienced and ambitious Key Account Manager. Our client specializes in providing workforce management solutions and cash processing solutions. In this role, you will be responsible for the French market, Benelux market, and selected EMEA regions, with a focus on increasing sales...
-
Key Account Manager
1 settimana fa
Milan, Italia Abroad Experience A tempo pienoFor our international client in the area of The Hague, we are seeking an experienced and ambitious Key Account Manager. Our client specializes in providing workforce management solutions and cash processing solutions. In this role, you will be responsible for the French market, Benelux market, and selected EMEA regions, with a focus on increasing sales...
-
Key Account Manager
2 settimane fa
Milan, Italia Abroad Experience A tempo pienoFor our international client in the area of The Hague, we are seeking an experienced and ambitious Key Account Manager. Our client specializes in providing workforce management solutions and cash processing solutions. In this role, you will be responsible for the French market, Benelux market, and selected EMEA regions. You will be responsible for increasing...
-
Customer Experience Management Lead
5 mesi fa
Milan, Italia Brambles A tempo pienoDescription Position Purpose This role is a critical part of Brambles’ transformational journey to elevate the Customer Experience across the enterprise. The role will influence how we measure and impact that experience across all touchpoints of the customer journey. The role is responsible for the development and maintenance of the metrics used...
-
VIP Clients Experience Manager
4 giorni fa
Milan, Italia Richemont A tempo pienoHow will you make an impact?- Offer a warm, sincere and personalized welcome to the clients- Booking private appointments for VIP clients, according to their availability and their preferred sales person- Organization of private lunches, events for VIP clients, ensuring a constant alignment with the Buccellati standards and contributing to deliver a...
-
Quantitative Researcher Customer Experience
2 settimane fa
Milan, Italia Ipsos Srl A tempo pienoIn Ipsos siamo appassionati di persone, mercati, brand e società. La nostra ambizione è diventare partner di tutti i clienti che vogliono comprendere in profondità e dettaglio la loro audience, i mercati, i consumatori, e le marche in un mondo in rapida e continua evoluzione.Siamo un solido brand presente in 90 paesi e più di 18.000 professionisti, con...
-
Manager, Customer Success
4 mesi fa
Milan, Italia Docebo A tempo pienoHey you! Want to work for one of the fastest growing SaaS companies in the world? We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to...
-
MPS Customer Success Manager
1 mese fa
Milan, Italia LIT Lexmark International S.r.l. A tempo pienoResponsibilities : Job Summary This is a customer-facing role that is directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the Statement of Work (SOW) to Client’s satisfaction. Duties include working within a Customer Focus Team (CFT) to define proposed services requirements, creation of Statement...
-
Customer Service Manager
5 mesi fa
Milan, Italia EssilorLuxottica A tempo pienoWHO WE ARE We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business...
-
Customer Success Manager
3 settimane fa
Milan, Italia Market Pay A tempo pienoMARKET PAY - About us A French fintech founded in 2016, Market Pay designs and provides omnichannel and international payment solutions for retailers and e-tailers. Its aim? To support the growth of retailers thanks to its extensive range of solutions that reinvent the customer experience, whether for 100% nomadic, 100% digital or connected shop use.With...
-
Customer Solutions Manager
1 settimana fa
Milan, Italia Amazon A tempo pienoCustomer Solutions Manager (CSM), Public Sector ChileAre you passionate about shaping the future of the Chilean Public Sector by paving the way for innovation through customer advocacy? Do you have a project and program management background and technical curiosity and acumen to earn trust with executives and project team members alike? Are you a problem...
-
Customer Solutions Manager
1 settimana fa
Milan, Italia Amazon A tempo pienoCustomer Solutions Manager (CSM), Public Sector ChileAre you passionate about shaping the future of the Chilean Public Sector by paving the way for innovation through customer advocacy? Do you have a project and program management background and technical curiosity and acumen to earn trust with executives and project team members alike? Are you a problem...
-
Sr. Customer Solutions Manager
4 giorni fa
Milan, Italia Amazon A tempo pienoAs an Amazon Web Services (AWS) Customer Solutions Manager (CSM) you will be responsible for helping guide the largest and most complex Italian customers along their multi-year journey to the Cloud. In this highly visible position you will ensure that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer.In the...
-
Milan, Italia Amazon A tempo pienoSenior Customer Solutions Manager, AGS EMEA, Europe North, CSMJob ID: 2809094 | AWS EMEA Sarl (Norway Branch) - I10As an Amazon Web Services (AWS) Senior Customer Solutions Manager you will be responsible for helping guide the largest and most complex AWS customers along their multi-year journey to the cloud. In this highly visible position you will ensure...
-
Milan, Italia Amazon A tempo pienoSenior Customer Solutions Manager, AGS EMEA, Europe North, CSMJob ID: 2809094 | AWS EMEA Sarl (Norway Branch) - I10As an Amazon Web Services (AWS) Senior Customer Solutions Manager you will be responsible for helping guide the largest and most complex AWS customers along their multi-year journey to the cloud. In this highly visible position you will ensure...
-
Customer Service Representative
5 mesi fa
Milan, Italia CAE A tempo pienoDescription Join our team in Milano where you’ll be the first and main point of contact for our in-house customer experience. You’ll manage daily operations related to customer services, as well as training centre administration and reception tasks. In this varied role you’ll help prepare training documentation, manage trainee files and data,...