Customer Satisfaction Manager

Polti S.p.A., a leading company in the design and production of small steam appliances, is looking for a CUSTOMER SATISFACTION MANAGER to be included in the Strategic Marketing & Customer Engagement Department for its headquarters in Bulgarograsso (CO ).

The primary goal of a Customer Satisfaction Manager is to ensure that customers have a positive experience with Polti’s products, throughout the entire customer journey.

This involves not only managing the external customer service but also proactively seeking ways to enhance the overall customer experience on a more strategic level.

The scope of this role will also consist in standardizing and coordinating the experience at a European level working with the local subsidiaries as well. While a big part of this role will involve managing our customer satisfaction with our e-commerce customers, it also requires piloting the customer satisfaction through our retail channels.

Specifically, it will deal with:

• Manage daily our customer service provider that is shared across the subsidiaries (Italy, France) ensuring they meet our KPIs in terms of costs and quality
• Coordinate with the local teams in Italy and other countries and giving them guidance in terms of processes related to customer service, returns, and after sales in general
• Manage our repair service external providers, (300+ locations across Europe) together with the internal team, building the relationship with them, ensuring that they achieve a qualitative service
• Collect and analyse customer feedback across all our channels, to understand the needs and expectations of the customers, and create an internal workflow to feed this data back into the right department (quality, marketing, e-commerce) and ensure the follow up from start to end
• Establish standardized procedures and policies, for returns, and repair processes, at European level, to ensure we have a consistent tone of voice to our final customers, using the same tools and guidelines across all countries
• Train and support the teams (internal or external) to ensure they deliver an excellent customer service and adhere to company standards
• Build and monitor key performance metrics related to the customer satisfaction, and identify areas to improve and implement corrective actions
• Lead various projects aiming to improve customer satisfaction and service, also engaging relevant stakeholders within the organization

REQUIREMENTS:

• Degree in technical or economic field
• 5-7 years of experience in managing a customer service department, working within an aftersales department in an international organization in the home appliance industry
• Strong customer-focus with a “customer first” mindset
• Fluent in English; French or Spanish is a plus
• Technical product knowledge (ironing, steam mops, vacuum cleaners)
• Digitally savvy, the ideal candidate has a strong digital mindset and is aware of the trends and most powerful tools on the market
• Knowledge of Business Intelligence software is appreciated
• Customer orientation, ability to analyse and synthesize, organizational and managerial autonomy, management skills and development of the work team, curious and innovative

Permanent employment and proportionate remuneration in relation to the profile are proposed.

The search is intended for candidates of both sexes (L.903/77).