Cso Manager
Il y a 2 mois
FUNCTION
As CSO Manager you are part of the Commercial Department. You are responsible to manage all the delivery, the service management & the support for all the projects. For each of those projects you have 6 majors clusters of responsibilities:
Translate commercial strategy into customer delight strategy for all support and project delivery topics
Execute customer delight strategy by implementing best-in-class people, systems and processes aligned with overall company guidance
Overall management responsibility of service, delivery, support as well as customer-facing teams
Coordinates all aspects of service operations (delivery & support) for support & delivery teams to ensure that everyone performs to their best ability and provides customers with delightful experiences
Oversee for Quality of Service and Customer satisfaction for all implemented services and solutions on assigned customer(s) - based on the defined Service Level Agreements
SPOC for all customers inquiries (support and projects)
RESPONSIBILITIES
- People/Team
Recruit, coach, motivate and evaluates the team.
Detect areas of development in terms of competencies and knowledge and initiates necessary corrective actions.
Actively seek synergy between the company circles.
- Management
Translate department objectives into team objectives, communicates them to the team and management and takes all necessary actions to reach the defined objectives. Measures the performance of the team vs the defined objectives and reports to the team and management.
Promote a customer-centric business approach.
Incorporate company culture and uphold an environment of respect and trust in business decisions, keeping people at the heart of the company
Work collaboratively and partner with different circles to ensure that efforts to maintain customer satisfaction are consistent and elevate company brand experience.
Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences.
Define key success metrics to drive customer satisfaction and overall operational efficiency
Enhance workflows to enable a customer-centric business approach to business
Design and create plans of action for the various stages of the customer service process.
When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.
Participate/Collaborate to the quarterly suppliers review meetings
Support
Guarantee that the Service Level Agreements with customers and Operational Level Agreements with internal clients and suppliers/partners, are known, applied and respected in the daily activity of the team.
Day-to-day management of all customer-facing teams to ensure all teams work towards the same goals.
Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.
Responsible for management escalation (from customer, other circle, supplier,...).
Ensure that transactional NPS is implemented, measured, followed-up including closed-loop and root cause
- Delivery
Oversee all project deliveries according to company process, RACI and SLA
Prepare and lead the Governance - Delivery Review Board
Oversee installation process
- Service Management
Oversee monitoring quality of Service and Customer satisfaction for all implemented services and solutions on assigned customer(s) - based on the defined Service Level Agreements
Ensure that regular customer service reviews are prepared, organized and followed-up.
Ensure that yearly relational NPS is organized.
THE CANDIDATE PROFILE
At least 10 years of relevant experience in managing delivery, service management et support department
Relevant experience in client relationship management in Telecom sector and/or IT sector
Leadership, analytical and problem-solving skills are part of your DNA
Client and result oriented.
Strong knowledge and experience in delivery, service management and project management
Decision-making skills - should have the ability to analyse information and evaluate results to make the best decision in solving problems
Attention to details and budgeting skills
Take the realization of objectives to heart - can work well autonomously and at the same time succeed in "getting things done" together with a wide group of colleagues.
Stress-resistant and can manage several tasks simultaneously, with a view to meeting deadlines.
Good communication skills on different level and healthy dose of assertiveness.
High level of self-motivation and an ability to work with a high level of initiative and limited supervision, in high-pressure situations.
Team spirit & positive mindset
Fluent inFrench and Ducth
Excellent knowledge of MS Windows Office suite (Word, Outlook, PowerPoint, Excel).
Autonomous, self-motivated, engaged and organized, ready to take ownership, set priorities, work towards deliverables, and achieve
Customer-focused with care for the customer journey, thereby lis
Nous avons d'autres emplois actuels liés à ce domaine que vous pouvez trouver ci-dessous
-
Cso Office and Strategy
Il y a 2 mois
Brussels, Belgique SWIFT Financial Messaging Services Temps pleinAbout the Role By joining Global Security - CSO Office & Strategy, you will report to the Chief Security Officer and support the GS organization to meet its strategic objectives. With your team, through transversal activities, you will make GS leadership and their teams successful by ensuring a common vision and aligned priorities. With a focus on delivery,...
-
Executive Assistant for The Svp HR and The Cso
il y a 3 semaines
Brussels, Belgique Adecco Temps pleinWe are looking for our future Executive Assistant for the SVP HR and the CSO for a global organization. It’s not just those in our industrial sites and technical centers that are vital to our company's growth. Across our support functions we ensure that we continue to grow and evolve - whether it’s by making sure our decisions are commercially viable,...
-
Relationship Manager
il y a 3 semaines
Brussels, Belgique BlackRock Temps pleinDescription About this role About BlackRock BlackRock is one of the world’s largest asset management firms and a premier provider of global investment management, risk management and advisory services to institutional, intermediary and individual investors around the world. BlackRock offers a range of solutions — from rigorous fundamental and...
-
Security Process
il y a 2 semaines
Brussels, Belgique STIB MIVB Temps plein**Votre environnement**: La STIB, c'est plus de 10.000 collaborateurs et collaboratrices engagés parmi plus de 300 métiers différents ! Saviez-vous que nous faisons partie des rares entreprises de transport publique au monde s'occupant tant de la conceptualisation et la construction que de la planification et l'exploitation de son réseau ? C'est ce qui...
-
Security Process
il y a 2 semaines
Brussels, Belgique STIB MIVB Temps plein**Jouw omgeving**: De MIVB stelt meer dan 10.000 mensen tewerk in meer dan 300 verschillende beroepen! Wist je dat we een van de weinige openbare vervoersmaatschappijen ter wereld zijn die zowel betrokken zijn bij het ontwerp en de bouw als bij de planning en de exploitatie van haar netwerk? Daarom hebben we zoveel verschillende banen en...
-
E-commerce Trainee
il y a 4 semaines
Brussels, Belgique Radisson Hotel Group - Corporate Office - Marketing & Digital Temps plein**THE JOB**: **DURATION**:6 months **KEY RESPONSIBILITIES**: - Assist the channel leads with the day-to-day E-commerce operations - Plan and execute specific Digital Marketing campaigns - Organize meetings and sessions to ensure digital marketing projects and campaigns are correctly executed - Analyse data (Analytics) and discuss together with the channel...
-
E-commerce Trainee
Il y a 2 mois
Brussels, Belgique Radisson Hotel Group - Corporate Office - Marketing & Digital Temps plein**THE JOB**: **DURATION**:6 months **KEY RESPONSIBILITIES**: - Assist the channel leads with the day-to-day E-commerce operations - Plan and execute specific Digital Marketing campaigns - Organize meetings and sessions to ensure digital marketing projects and campaigns are correctly executed - Analyse data (Analytics) and discuss together with the channel...
-
Business Continuity Management Expert
il y a 4 semaines
Brussels, Belgique AXA Temps pleinDans le cadre du renforcement de son équipe Securiy, AXA recherche un Business Continuity Manager Expert Le Business Continuity Manager Expert, en collaboration avec les équipes internes, sera responsable de la mise en place d’un programme solide et sécurisé de continuité des activités au sein de l’organisation. Votre rôle - Vous êtes...
-
Bmz Organisational Development Africa, E-learning
il y a 4 semaines
Brussels, Belgique WWF-België Temps pleinPosted on 22 November 2023_ LOCATION: Flexible in Africa Want to make a positive difference to the future of people and our one shared home, the Earth? Working at WWF could be your opportunity of a lifetime. All around the world, people are waking up to the deepening crisis of nature loss. A growing realisation that nature is our life-support system. And...
-
Account Manager Portugal
il y a 3 semaines
Brussels, Belgique Generations Recruitment Temps plein**What's in it for you?**: - You'll have the possibility to **join a fast-track SaaS start-up**, composed of **passionate individuals for Retail & FMCG**, and** backed up by a solid actor** giving the project all the necessary financial backbone. - You'll be** revolutionizing the Retail business with an embedded solution that gives more accuracy than any...
-
Technicien.ne de Conception Physical Security
il y a 2 semaines
Brussels, Belgique STIB MIVB Temps plein**Description du poste**: En tant que Technicien.ne de Conception Physical Security vous définissez, proposez et accompagnez la mise en place des moyens sécuritaires (sécurisation périphérique et des bâtiments, contrôle d’accès, détections d’intrusions, CCTV, alarmes, gardiennage), dans le cadre légal, afin de protéger les employés, les...
-
Customer Relationship Management
il y a 4 semaines
Brussels, Belgique Radisson Hotel Group - Corporate Office - Marketing & Digital Temps plein**CRM TRAINEE - JOB DESCRIPTION** **THE JOB**: In the role of CRM Trainee, you will work together with the RHG CRM team and support them in their day-to-day activities. Your primary focus will be to support the development and testing of new capabilities for our CRM & Marketing Automation solution. You will collaborate in documenting and mapping a wide...
-
Customer Relationship Management
Il y a 2 mois
Brussels, Belgique Radisson Hotel Group - Corporate Office - Marketing & Digital Temps plein**CRM TRAINEE - JOB DESCRIPTION** **THE JOB**: In the role of CRM Trainee, you will work together with the RHG CRM team and support them in their day-to-day activities. Your primary focus will be to support the development and testing of new capabilities for our CRM & Marketing Automation solution. You will collaborate in documenting and mapping a wide...
-
Corporate Security Manager
il y a 4 semaines
Brussels, Belgique Umicore Temps plein**About Umicore** **About our Support Functions** It’s not just those in our industrial sites and technical centers that are vital to Umicore’s growth. Across our support functions we ensure that we continue to grow and evolve -whether it’s by making sure our decisions are commercially viable, enhancing our reputation, building new customer...
-
Ontwerptechnicus Physical Security
il y a 2 semaines
Brussels, Belgique STIB MIVB Temps plein**Jobomschrijving**: Als ontwerptechnicus Physical Security, definieer en stel je beveiligingsmaatregelen voor (beveiliging van de perimeter en de gebouwen, toegangscontrole, inbraakdetectie, CCTV, alarmen, bewaking) binnen het wettelijke kader. Je begeleidt de uitvoering ervan, teneinde de werknemers, de klanten en de installaties van de MIVB te beveiligen....
-
Administrative and Project Management Assistant
il y a 4 semaines
Brussels, Belgique Organisation Development Support Temps plein**Administrative and Project Management Assistant (part time)**: **Plaats van tewerkstelling**: Brussel **Reageren voor**: 15/01/2023 **We are currently hiring a dynamic Administrative and Project Management Assistant. The new team member will help across all our practices with administrativ and project management tasks.** **Taakomschrijving**: Key...
-
Security Officer
il y a 7 jours
Brussels, Belgique AXA Temps pleinDIMENSIONS OF ROLE **Scope**: This position will have a key impact on the ability to conduct assurance testing activities on the security controls across the organization. Member of the Global Security team, supporting Northern Europe (Belgium and Germany). **Stakeholders**: Internal: AXA Partners SI & AXA Partners Internal Audit, IT Leadership & Business...
-
Project Finance Officer
Il y a 2 mois
Brussels, Belgique European Network on Debt and Development Temps plein**Job Category**: **Project Management** **Job Experience**: **3 to 5 years** **Job Location**: **Brussels** **Expiration Date**: **13 May 2024** This role carries out a range of responsibilities related to portfolio and project level financial management. The PFO supports the formulation of project budgets and monitors and controls budget allotments and...
-
Project Finance Officer
il y a 14 heures
Brussels, Belgique European Network on Debt and Development Temps plein**Job Category**: **Project Management** **Job Experience**: **3 to 5 years** **Job Location**: **Brussels** **Expiration Date**: **13 May 2024** This role carries out a range of responsibilities related to portfolio and project level financial management. The PFO supports the formulation of project budgets and monitors and controls budget allotments and...
-
Senior Manager, B2B Marketing
il y a 5 jours
Brussels, Belgique Radisson Hotel Group, Madrid Office- Marketing & Digital Temps pleinRadisson Hotel Group is one of the world's largest hotel groups with nine distinctive hotel brands, and more than 1,600 hotels in operation and under development in 120 countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. People are at the core of our business success and future. Our people...
