Customer Care Manager

We, Cafeyn GroupWith 15 years of existence, Cafeyn Group is a multi-brand company composed of Cafeyn, Blendle, MiLibris and KidJo and based in France, Netherlands, UK, Canada and Morocco. With almost 140 employees, we propose a media experience through different products.We want to achieve strong business performance across the Cafeyn Group through organic growth, diversified revenue streams and sustainable profitability. New opportunities are continuously sought by investment, both within and outside the business.We deliver high-value, high-focus and forward-thinking, premium infotainment (information & entertainment content) services to our partners and customers, with personalised and relevant information to entertain and educate our audience, broadening their perspective and making them more knowledgeable.Job OverviewWe are seeking a dynamic and experienced Customer Care Manager to lead our international customer care teams. The successful candidate will be responsible for defining and implementing strategies that enhance customer satisfaction, setting and achieving key performance indicators (KPIs), and managing customer feedback processes. This role requires strong leadership skills, analytical acumen, and the ability to collaborate effectively with other departments to share customer insights and drive continuous improvement.Key Responsibilities1. Team Leadership: Lead, mentor, and develop a team of Customer Care Representatives and ato deliver exceptional customer service in English, French, and Dutch. Lead, mentor, and develop a team of Customer Success Engineersto deliver and support partners technical implementation and aftersales support. Conduct regular performance reviews and provide coaching to ensure team members meet their goals and professional development objectives. 2. Strategic Planning & Reporting Establish clear, measurable KPIs for the customer care team and monitor them Implement corrective actions as necessary to ensure targets are met. Define and implement customer care strategies that align with the company’s overall objectives. Generate regular reports on customer care performance, customer satisfaction metrics, and other relevant data. Utilize data analysis to identify trends, areas for improvement, and opportunities for enhancing the customer experience. 4. Cross-Department Collaboration Work closely with other departments, such as Marketing, Sales, and Product Development, to share customer insights and feedback. Collaborate to develop initiatives that improve the overall customer experience and address common pain points. 5. Customer Feedback Management Oversee the collection, analysis, and reporting of customer feedback through various channels. Implement systems for tracking customer issues and ensure timely resolution and follow-up. Qualifications Bachelor’s degree in Business Administration, Marketing, or a related field. Proven experience in a customer service management role. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Great French and Eglish (spoken and written) Proficiency in data analysis and reporting tools. Ability to work collaboratively across departments. Strong problem-solving skills and a customer-focused mindset. #J-18808-Ljbffr