Customer Care Manager

LOOK Cycle

LOOK Cycle

L'entreprise

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.

Missions

As the true architect of the Customer Care policy, you will design a structured model ensuring a consistent experience while respecting local specificities.

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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

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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

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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

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Profil attendu

Expected 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.

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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

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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.

Informations complémentaires

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

📄 Permanent contract – Executive status

đźš© Desired start date: as soon as possible

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