Customer Care Group Manager

The company.

A leader in the sports industry, this company designs and manufactures high-end equipment and accessories. With world-renowned expertise, the brand continues to push technical and stylistic boundaries in its field.

In a dynamic phase of growth and international expansion, the company aims to build a high-performing and agile Customer Care organization capable of delivering an excellent customer experience across all markets.

Key Goals.

• Structure an effective and agile international customer care model.

• Develop a group culture focused on speed, reliability and quality of service.

• Reduce response times and increase first contact resolution rates.

• Improve customer satisfaction and loyalty across all markets.

Key Responsibilities.

You will lead the global customer service and experience strategy on an international scale. As the true architect of the Customer Care policy, you will design a structured model ensuring a consistent experience while respecting local specificities.

1. Define and deploy the international Customer Care strategy

• Develop the vision, objectives and quality service standards at group level

• Structure and harmonize customer service processes across subsidiaries and partners

• Drive local adaptation policies while respecting the group strategy

• Build a company culture centered on speed, reliability and service quality

• Reduce response times and increase first-contact resolution rates

2. Drive performance and continuous improvement

• Supervise the operational implementation of customer service across all markets

• Define and monitor performance KPIs

• Analyze key indicators and adjust strategy to optimize customer satisfaction

• Ensure smooth and fast communication between local teams and headquarters

• Provide regular reporting to management on performance and improvement areas

3. Transform and digitalize the customer experience

• Lead transformation projects related to customer service digitalization

• Manage the evolution of CRM/Helpdesk tools and their integration with ERP

• Design concrete, operational and results-oriented solutions

• Ensure the escalation and valorization of "voice of the customer" to Product, Quality and Marketing teams

• Improve customer retention across all markets through an optimized experience

The Profile.

You will thrive in this role if you combine operational rigor, pragmatic leadership and a strong sense of customer satisfaction. This is a strategically important position in an international environment where you need to structure while remaining agile.

Background

👉 Proven experience (minimum 5 years) in customer service or Customer Care management in an international context

👉 Successful experience in structuring or deploying a customer service organization at group scale

👉 Bachelor's degree +4/5 (International Business, Management, Marketing, or Engineering School)

👉 Fluent professional English (another language is an asset)

Key Skills

👉 Operational efficiency: ability to prioritize, decide and quickly deliver concrete results

👉 Structure and rigor: methodical organization in managing multi-site and multi-cultural projects

👉 Pragmatic leadership: ability to lead, convince and drive change

👉 Strong customer orientation: constant search for simple, fast and qualitative solutions

👉 Analytical mindset: ability to interpret KPIs and get to the essentials without losing strategic vision

Technical competencies

👉 Strong skills in project management, budget management and multi-site operations

👉 Knowledge of industrial or omnichannel environments (retail / e-commerce / distribution)

Location, date of arrival & compensation.

📍 Position based in Central France – on-site presence required

📄 Permanent contract – Executive status

🖥️ Remote work: possible up to one day per week maximum

🚩 Desired start date: as soon as possible