Manager Consumer Services

il y a 2 semaines

Bierges, Belgique Velux Residential Temps plein

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international, family-owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations.
Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world.

**Are you experienced in leading and developing a customer service and/or direct-to-consumer sales team in a B2C setting, and do you know how to motivate and empower team members to take ownership? Are you familiar with home-improvement design advisory or do you have a technical background and experience from home-improvement projects?**

Then come join us as Manager for our Design Advisors & Installation Advisors

The VELUX Group has embarked on an exciting new journey to bring even greater value to our B2C customers and end-users. We have a desire to transform people’s homes by adding daylight and fresh air designs into their renovation or remodeling projects. By advising and guiding our customers virtually and personally on VELUX opportunities and designs, we will contribute to shaping their dream project and act as their preferred sparring partner from initial thought until final installation.

**Your challenges**

At our office in Wavre, south of Brussels, you will join our local advisory team. You will become part of our new consumer services department and a team of highly innovative and skilled colleagues. This role will report directly to the Advisory Services Director Region South West Europe.

As our new Manager for our Design Advisory & Installation team, you will be responsible for planning the team resources and encouraging great team spirit. You will ensure that team and individual competencies are continually developed and that team members possess multiple capabilities to make sure that tasks can be done by multiple employees and ultimately avoid bottlenecks, stalled customer projects and bad customer experiences.

More specifically, you will:

- Ensure that your team delivers excellent customer experiences through competent advisory, sales and customer service
- Listen, involve, coach and motivate your team members
- Act as sparring partner on team members’ day-to-day challenges and customer projects
- Set the standards and create an attractive and great work environment for employees to take ownership of the design and installation advisory processes
- Drive competency development on team as well as individual level
- Make decisions on behalf of the team and stand up for these decisions
- Fine-tune and continuously optimize homeowner advisory service and sales processes
- Collaborate with Marketing, CXU and IT to optimize processes

**Your qualifications**

As a person, you are characterized by your excitement about people, sales and design advisory and you have a strong commercial mindset and high-quality standards when it comes to customer service and experience. By utilizing your strong communication skills and ability to involve, listen, understand, and level yourself with your employees, you successfully tap into their needs and know how to use this insight in motivating and ensuring that they continue to have the personal and professional development journeys they desire in the VELUX Group.

You thrive taking the lead and with your natural skills of building working relationships you quickly establish rapport with people, and your demeanor instills trust and confidence. You actively guide the way, but you understand that to succeed, you must be a strong listener too.

With your structured approach and analytical mind-set, you efficiently plan and prioritize resources and spot optimization potentials in work processes just as well as in team development. Meeting deadlines and delivering what has been agreed to is of paramount importance to you.

Furthermore, you:

- Bring some years of experience in leading and developing a customer service and/or direct-to-consumer sales team in a B2C setting and know how to motivate and empower team members to take ownership
- Hold some level of technical or design advisory insight related to home-improvement projects which makes you able to understand and tap into the technical aspects, processes, and potential challenges that your design advisory team is facing
- Hold a customer service and sales mindset and an ability to ensure excellent customer experience
- Are curious and excited to learn about our product portfolios and offerings
- Have solid IT skills and experience in CRM systems
- Speak and write French, Dutch and English at a professional level

**Your Opportunities**

This is

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