Head of Churn and Retention Manager
il y a 3 semaines
**Présentation du service****:
- Voo recrute pour son département Service Client,
- ** un.e Head of Retention Manager**, localisé dans les bureaux de
- **Herstal**.- Mission:
- En tant que Responsable de l'identification, de la gestion de la rétention et de l'analyse des causes d'insatisfaction clients à partir des KPI's client (études de marché, KPI service client,...), il/elle est en charge de mettre en lumière les problèmes de qualité éventuels auprès des responsables de département. Il/Elle est dès lors en relation transverse avec les Directeurs et Managers de tous les départements de l'entreprise pour initier des projets d'amélioration du service en fonction de l'origine des causes identifiées.- Vous gérez une équipe de 40 conseillers rétention et 5 Team Leaders
- Vous gérez, auditez et analysez la qualité du service
- Vous êtes l'interface avec les départements concernés par le service client (commercial, technique, facturation, service clientèle, Marketing).
**Mission proposée****:
- Diplôme de niveau supérieur ou universitaire en gestion /commerce / communication ou équivalent.
- Expérience d'un moins** 5 à 7 ans en gestion de relation client/rétention/management centre d'appel**:
- Vous avez une solide expérience en** people management** et vous travaillez pour l'équipe dans le souci de les développer et non pour vous-même
- Vous êtes stratège et capable de décliner clairement les moyens à mettre en oeuvre pour faire vivre votre stratégie
- Votre communication est claire et uniforme dans la définition des objectifs à atteindre
- Bonne pratique des outils analytiques
**Profil**:
-
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