Overview
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 role involves not only managing the external customer service but also proactively seeking ways to enhance the overall customer experience on a strategic level. The scope includes standardizing and coordinating the experience at a European level while working with local subsidiaries. A significant part of the role involves managing customer satisfaction with e-commerce customers, and piloting customer satisfaction through retail channels.
Responsibilities
Manage daily the customer service provider that is shared across the subsidiaries (Italy, France), ensuring they meet KPIs in terms of costs and quality.
Coordinate with local teams in Italy and other countries and provide guidance on 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 and ensuring qualitative service.
Collect and analyze customer feedback across all channels to understand needs and expectations, and create an internal workflow to feed this data back to the right department (quality, marketing, e-commerce) with follow-up from start to finish.
Establish standardized procedures and policies for returns and repair processes at the European level to ensure a consistent tone of voice to final customers, using the same tools and guidelines across all countries.
Train and support internal or external teams to ensure delivery of excellent customer service and adherence to company standards.
Build and monitor key performance metrics related to customer satisfaction and identify areas for improvement, implementing corrective actions.
Lead projects aimed at improving customer satisfaction and service, 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 with a strong digital mindset and awareness of market trends and tools.
Knowledge of Business Intelligence software is appreciated.
Customer orientation, ability to analyze and synthesize, organizational and managerial autonomy, leadership 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).
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📌 Customer Satisfaction Manager
🏢 Altro
📍 Capiago Intimiano