Customer Service Director - France

• Design and execute the market strategy for the Customer Service department, which takes care of different stakeholders, such as homeowners, dealers and installers, ensuring seamless delivery from first contact to order, to after-sales support.
• Ensure the customer care department is focused on quality, responsiveness, and commercial impact.
• Own the customer relationship management (CRM) across multiple touch points, including the website, contact center, chatbot, advisory service and technicians, ensuring a seamless and consistent customer experience
• Oversee the resolution of complex customer issues and complaints.
• Oversee daily customer service operations to ensure efficiency and quality.
• Develop and implement processes to prevent recurring issues, and implement initiatives to improve the overall customer experience.
• Monitor customer feedback, service levels and complaints to identify areas for improvement.
• Oversee end-to-end operations from order management to delivery and after-sales
• Promote efficiency, agility, and disciplined cost control across all operational functions
• Continuously improve tools, systems, and processes to eliminate redundancies and unlock synergies
• Propose and implement the most effective models (insourcing vs outsourcing)
• Establish and optimize processes to manage after-sales interventions efficiently.
• Promote Occupational Health and safety policies, practices requirements
• Lead and mentor the customer service team, fostering a culture of high performance and professional development.
• Ensure the customer service team has the skills and resources necessary
• Monitor and analyze customer service metrics to assess performance and identify areas for improvement.
• Develop and implement performance improvement plans for customer service staff.
• Collaborate with other departments such as sales, marketing, and global Operational excellence, to ensure a seamless customer experience.
• Provide insights and recommendations to senior management based on customer feedback and data.
• Collaborate across SWE Customer care teams and beyond to improve service blueprints and share insights.
• 20+ years of customer service experience, managing after sales, quality, and customer interaction centers (in house and/or external)
• Experienced in working within industry / companies recognized for their best-in-class customer service, and in creating customer centric, added value services for homeowners and B2B partners
• Experienced in turning a customer service department from a cost into a profit center, while ensuring best in class NPS and CSTA scores
• Ability to develop and implement strategic customer care plans aligned with business objectives.
• Experience providing strategic recommendations to senior management.
• Strong track record in building teams, driving transformation, and delivering commercial impact
• Strong leadership skills with the ability to inspire and lead a high-performing customer care team.
• Solid financial acumen with experience managing customer service-related costs and performance metrics
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• Excellent problem-solving skills with a proactive approach to identifying and addressing customer service challenges.
• Excellent communication skills with the ability to effectively present customer service information to various stakeholders including the board of directors, employees, and external partners.
• Strong interpersonal skills with the ability to build and maintain relationships with internal and external stakeholders.
• Excellent communication skills in French and English
• Proficiency in customer service software and tools.
• Experience with data analytics and customer relationship management (CRM) platforms.

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the roof window category, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air. - whether you are applying for a role or already a part of VELUX Residential. That means we recruit, hire, train, and promote people based on their skills and potential without regard to race, color, religion, sex, age, neurodiversity, disability, protected veteran status, national origin, sexual We value diversity and strive to ensure that our employment decisions are fair and inclusive, focusing only on what truly matters: your qualifications and how you can contribute to our shared mission and success.

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