Customer Care Manager

About Cegid

Cegid is a European leader in cloud management solutions for finance professionals (treasury, tax, ERP), human resources (payroll, talent management), accounting expertise, retail, and entrepreneurship. In a constantly evolving world, our 5,000 employees contribute to opening up possibilities by supporting our 750,000 clients in achieving their projects and ambitions through useful and innovative solutions.

"Together, let's open up possibilities" is the principle that guides our actions. It reflects our identity, our approach, and our motivation to serve our clients. Thanks to this, we can affirm that we work every day to shape your future, ours, and that of our clients.

For years, we have been inventing solutions that revolutionize the way our clients work, with a perspective of sustainable performance.

Your Role

Join our Customer Care teams in Boulogne-Billancourt, where you will manage a dynamic team of 12 employees across the tax and treasury departments. This position is part of a network of 5 managers extended to Lyon and Villeneuve d'Ascq, under the direction of Marion, who oversees all operations to ensure smooth coordination and excellent customer service.

Your objective as a Customer Care Manager?

You will manage and lead the Customer Support team in Boulogne to ensure optimal service quality and high customer satisfaction. You will coordinate operations, identify areas for improvement, and foster team dynamics to ensure effective responses.

Your Missions

• Customer Support Activity Management: Align operations with user priorities and set targets, establishing standards for optimal efficiency.
• Team Management and Performance: Motivate employees through rituals, boosting their individual and collective results for increased user satisfaction.
• Staffing Adjustments: Size resources according to needs to maintain a consistent and responsive service level.
• Skills Development: Guide the professional development of the team by designing learning programs for skill enhancement.
• Dispute and Alert Management: Handle user conflicts and report anomalies to management, defining measures to mitigate risks.
• Project Contribution and Recruitment: Collaborate on cross-departmental initiatives and select new talent, strengthening overall cohesion.

Qualifications

• You have at least 5 years of experience in managing teams of at least 8 people, demonstrating your mastery of dynamic and high-performing structures.
• You exercise unifying leadership that energizes employees, fostering strong cohesion for optimal collective results.
• You demonstrate a driving spirit and managerial courage, propelling the team with energy and making assertive decisions in the face of challenges.
• You have fluent English, enabling smooth and effective interactions in an international context.
• Ideally, you have experience with finance support solutions, which brings additional expertise to this role.

Beyond technical skills, we are looking for talents who want to express their potential and open up possibilities with us. It is above all your curiosity, your team spirit, and your sense of customer service that will make the difference.

Benefits

• Transparent compensation from recruitment
• 3 days of on-site presence per week*
• A meal voucher card with a daily value of €10, covered at 60%
• A company savings plan and an annual profit-sharing bonus *
• A 75% reimbursement of public transportation costs / a sustainable mobility package
• A comprehensive works council offer: annual holiday vouchers, activity reimbursements, vacation offers, and cultural partners
• Ambitious company agreements to support at all stages of life *
• A referral bonus of €1500 gross *
• 3 days of corporate philanthropy *

*Not applicable to internships