MBE"), part of the Fortidia Group, is one of the world's largest networks of Multi-service Centers owned and operated by independent entrepreneurs. We provide small and medium-sized enterprises and private customers with comprehensive e-commerce, logistics, shipping, marketing, and printing solutions. Through our extensive network of MBE Centers, we deliver tailored support to both individuals and businesses, with the goal of ensuring high-quality, highly personalized service for our clients.
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The Operations & Ccustomer Service Manager is the strategic point of contact between the network of centers and the headquarters. The main objective is to ensure process efficiency, the sustainability of the business model, and the adoption of corporate guidelines through direct and constant support to the network.
Team Management: Coordinating and supervising the Operations team, defining daily activities, and monitoring performance through KPIs and dedicated reporting.Support and Customer SatisfactionCustomer Satisfaction: Supervising the ticketing system, ensuring timely and effective responses to operational and administrative requests from the centers.Network Support: Acting as the primary interface for network entrepreneurs, gathering business needs and correctly directing them within the organization.
Communication, Education and TrainingInformation Flow: Managing the bidirectional information flow between headquarters and the network, ensuring the correct distribution of new procedures, rules, and commercial conditions.Designing and delivering webinars, training courses, and educational materials to support the operational effectiveness of affiliates.
Carrier Management and Financial SustainabilityCarrier Management: Coordinating relationships with partner carriers, monitoring market variations, and supervising the technical/administrative management of shipping codes.Credit Collection: Monitoring the network's credit situation to protect the financial sustainability of the business model.Analysis and Reporting: Producing periodic analyses on the performance of the network and the team, providing strategic insights to management.
Consolidated experience (minimum 5 years) in operational and coordination roles, preferably in the logistics, shipping, or franchising network sector.Excellent mastery of Excel and data interpretation skills (KPIs, operational and financial reporting).Familiarity with management systems and ticketing platforms.Fluent in Italian and good working knowledge of English.Excellent team management and motivation skills.Ability to work independently and manage complex projects with attention to detail.Extensive training and development opportunities within the group.We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience and skills. xpavfwmIf you have specific needs or require adjustments during the recruitment process, please let us know.