Head of CSM and Operational Performance Management (H/F) - CDI

Attendre plus. Connectez-vous davantage. Soyez plus avec Diebold Nixdorf. Nos équipes automatisent, numérisent et transforment la façon dont plus de 75 millions de personnes dans le monde font des opérations bancaires et des achats dans ce monde hyperconnecté et axé sur le consommateur. Rejoignez-nous pour connecter les gens dans ce rôle important et gratifiant avec le commerce de détail.

Responsable CSM et pilotage opérationnel H/F et responsable de piloter toutes les activités des équipes CSM et pilotage afin de garantir la réalisation des engagements contractuels et la satisfaction des clients. Assurer le suivi du chiffre d’affaire service et contribuer via ses équipes à en supporter le développement. Accompagner les équipes afin de porter la voix du client en interne et la voix de l'entreprise chez le client.

Le poste est en mode hybride et le bureau est situé à Vélizy. Bâtiment accessible aux personnes à mobilité réduite (PMR).

Qualifications

- Diplômes et formations réglementaires, Bac +4.
- 5 ans d'expérience en management d'équipe et relations clients.
- Solides connaissances du Lean Management.
- Bon relationnel et sens du service clients.
- Capacité d'adaptation et de gestion des priorités.
- Gestion des conflits et résolution de problèmes.
- Capacité d'apatation.
- Relations clients et négociation.
- Pack Office, Outils CRM.
- Anglais professionnel.

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
This role can be performed remotely from anywhere within Europe.

Head of CSM and Operational Performance Management (M/F) is responsible for leading all CSM and performance management team activities to ensure contractual commitments are fulfilled and customer satisfaction is achieved. Monitoring Services revenue and, through the teams, contribute to its growth. Supporting the teams in representing the voice of the customer internally and the voice of the company to customers.

The role is hybrid, and the office is located in Vélizy. Building accessible to people with reduced mobility.

Responsibilities

- Recruit, develop and retain CSM and performance management teams by fostering a customer-centric culture.
- Manage team performance using operational and financial KPIs and customer satisfaction metrics.
- Contribute actively to achieving the Group’s financial targets and contractual service quality objectives.
- Adapt and adjust the team’s scope to align with changes in revenue and customer expectations.
- Coordinate and oversee the action and improvement plans implemented by the teams for customers.
- Support the teams during customer escalations and crisis management situations.
- Contribute to the preparation of the Services budget and accurately forecast Services revenue and margin.
- Oversee the generation of Services revenue in line with the annual budget. This includes monitoring and ensuring the accurate billing of customer contracts, out-of-contract services and projects, as well as reviewing and approving any penalties issued.
- Collaborate with the Sales teams on the monthly review of the Services revenue forecast.
- Monitor changes in the contractual installed base.
- Support the teams during the launch of new customer services.
- Promote a culture of continuous improvement, operational excellence and results orientation across all teams.

Qualifications

- Bachelor’s degree in relevant field.
- Five years’ experience in team management and customer relations.
- Excellent People Management skills.
- Customer relationship management and negotiation skills.
- Strong Leadership skills.
- Strong interpersonal skills and a customer service mindset.
- Adaptability and ability to manage priorities.
- Flexibility and agility.
- Professional level of French and English (written and spoken).

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