Directeur Ecoute client et amélioration continue

votre rôle

The Customer Experience & Continuous Improvement Manager's main mission is to to guarantee and reinforce the quality of business processes and deliverables throughout the Delivery process. To this end, he or she guides and their management on the points to be strengthened, and as part of a coaching approach coaching approach, is a driving force behind the support to be put in place to achieve this objective. Particular attention will be paid to
improving the customer experience, in particular through the quality of and written communications at key moments in the production process.
production process.

In this position, your main roles and responsibilities are as follows:
Definition and implementation of quality strategy:
- Develop the continuous quality improvement roadmap in line with the strategic objectives set by the operational management committee and business management. 
- Deploy tools and monitoring indicators (KPIs) to objectively measure quality and customer satisfaction at various points in the process.

Quality control and assurance:
- Implement a method of regular sampling analysis and process monitoring reviews for all operations (order entry, piloting, technical configuration, invoicing).
- Evaluate the quality of customer interactions, both oral and written, to ensure consistent and professional communication. Develop communication standards for these interactions, emphasizing empathy, active listening and clarity of information provided.
- Identify and analyze discrepancies, share these analyses with management and operational staff, propose recommendations for corrective and preventive actions to optimize operational quality and the customer experience.

Continuous improvement:
- Lead and coordinate continuous improvement projects (Lean, Six Sigma, Kaizen) aimed at optimizing customer contact points.
- Build a global training and skills enhancement plan for managers and operational teams to help them achieve their objectives, and set up the associated support/coaching system.
- Ensure ongoing training of teams on best practices in customer relations and communication.
- Ensure ongoing training of operational teams and management in continuous improvement best practices.

Performance management and monitoring:
- Develop and maintain dashboards for regular monitoring of quality and results of continuous improvement and customer satisfaction action plans.
- Ensure communication of results and areas for improvement to internal stakeholders (management, operational teams, management).

Supervision and management:
- Manage a cross-functional team: quality and continuous improvement community, fostering skills development and commitment to quality initiatives.
- Work closely with managers, department heads, performance managers and business management to ensure the consistency of actions deployed.
- Accompanying/coaching managers in order to guide them.