Customer Care Manager

Krones FBL (France, Belgium, Luxembourg) is a subsidiary of the Krones Group ( which was founded in Germany and is now a leading international player in the production, sale and servicing of machines and even complete plants for the beverage and liquid food industries worldwide.

The group employs more than 20,000 people worldwide. Krones FBL currently employs around 160 people who manage Krones' activities in France, Belgium and Luxembourg.

The Krones group is the world market leader in its industrial sector and continues to grow, focusing on sustainable and ecological solutions. At Krones, we are working towards a better future and helping to preserve our planet for future generations.

To reinforce the Krones FBL Customer Care team and to take over an existing client portfolio on the French market, Krones FBL is looking for a (f/m/x) CUSTOMER CARE MANAGER

Your role

The Customer Care Manager (CCM) is responsible for the after-sales service for a pre-defined customer portfolio in France. The CCM is the key contact between the client and Krones' internal organisation for all service activities.

As the central service contact point for the client base, the CCM’s mission is to anticipate, accompany and support our clients in their interactions with Krones, be it Krones FBL, Krones AG or other subsidiaries.

Autonomous and entrepreneurial, the Customer Care Manager is responsible for the Krones’ business within the portfolio of clients. The CCM visits them, identifies problems, anticipates needs, communicates proactively and reports accurately and timely.

As responsible for the after-sales, the CCM coordinates the actions of the specialized departments in order to achieve optimal customer satisfaction. As the main point of contact and always striving to propose the best possible solution, the CCM must be fully focused on continuous improvement and the customer experience.

As a service expert with deep roots in the organisation, the CCM develops and implements strategies that meet the specific needs of the customer base, always remaining aligned with the directives and needs of Krones.

As Customer Care Manager, you are responsible for:

• Meeting customer needs by promoting Krones' products and services.
• Advocating for customers internally, related to technical / organisational problems.
• Ensuring to stay proactively in contact with clients.
• Escalating and ensuring resolution of customer complaints by engaging the right internal and external stakeholders.
• Collecting and processing customer complaints related to the services delivered.
• Collecting and analysing customer feedback to continuously measure and improve customer satisfaction.
• Responding to customer expectations and comments.
• Developing and documenting all interactions with the customers and reporting accordingly to management.
• Identifying, defining and monitoring key performance indicators and customer service measures.

Your Profile

• You have a technical degree and can look back upon relevant experience (at least 5 years) in a Service Management, Customer Success, Technico-Commercial or Technical role in a technical B2B environment.
• Thanks to your technical background (electrics, mechanic, electromechanics, …), you can easily understand our clients' issues and needs.
• You have strong verbal and written communication skills to establish the best possible relationship with customers.
• You are fluent French and English. Speaking German would be a plus.
• You are based in France and, given the frequent travel—primarily within France—you are ideally located in a central region and/or in close proximity to an airport, major highways, or a train station.
• Your responsiveness, dynamism, proactivity, tenacity, autonomy and motivation are among your key assets.
• You are highly customer focused and have proven experience in customer facing roles.
• You are willing to travel regular to your clients (up to 50% of your time) and to the German headquarters;
• You have excellent team-working skills.
• You can easily interface with the entire Krones organisation and / or are strong in building and maintaining an internal network within the Krones group.
• You have good project management skills, with the ability to handle several tasks at the same time.
• You have good knowledge of Krones and its product portfolio or you are willing to acquire this knowledge.
• You have good management skills and have experience in crisis management, decision making, negotiating, time & priority management, project management and leadership.
• You have knowledge of management tools such as SAP, Sales Force, MS project, …
• You are data driven, like to analyse situations and figures and are used to define and monitor KPI’s.
• You have a strategic mindset.
• You are strong in dealing with ambiguity.

Are you looking for a job where you can combine your passion for technology, people and travel? Just reach out to us and let's discover together whether you are our next Krones Ambassador.