Customer Care Manager

We Cafeyn Group

With 15 years of existence Cafeyn Group is a multibrand company composed of Cafeyn Blendle MiLibris and KidJo and based in France Netherlands UK Canada and Morocco. With almost 140 employees we propose a media experience through different products.

We want to achieve strong business performance across the Cafeyn Group through organic growth diversified revenue streams and sustainable profitability. New opportunities are continuously sought by investment both within and outside the business.

We deliver highvalue highfocus and forwardthinking premium infotainment (information & entertainment content) services to our partners and customers with personalised and relevant information to entertain and educate our audience broadening their perspective and making them more knowledgeable.

Job Overview

We are seeking a dynamic and experienced Customer Care Manager to lead our international customer care teams. The successful candidate will be responsible for defining and implementing strategies that enhance customer satisfaction setting and achieving key performance indicators (KPIs) and managing customer feedback processes. This role requires strong leadership skills analytical acumen and the ability to collaborate effectively with other departments to share customer insights and drive continuous improvement.

Key Responsibilities

1. Team Leadership:

• Lead mentor and develop a team of Customer Care Representatives and ato deliver exceptional customer service in English French and Dutch.
• Lead mentor and develop a team of Customer Success Engineers to deliver and support partners technical implementation and aftersales support.
• Conduct regular performance reviews and provide coaching to ensure team members meet their goals and professional development objectives.

2. Strategic Planning & Reporting

• Establish clear measurable KPIs for the customer care team and monitor them
• Implement corrective actions as necessary to ensure targets are met.
• Define and implement customer care strategies that align with the companys overall objectives.
• Generate regular reports on customer care performance customer satisfaction metrics and other relevant data.
• Utilize data analysis to identify trends areas for improvement and opportunities for enhancing the customer experience.

4. CrossDepartment Collaboration

• Work closely with other departments such as Marketing Sales and Product Development to share customer insights and feedback.
• Collaborate to develop initiatives that improve the overall customer experience and address common pain points.

5. Customer Feedback Management

• Oversee the collection analysis and reporting of customer feedback through various channels.
• Implement systems for tracking customer issues and ensure timely resolution and followup.

Qualifications

• Bachelors degree in Business Administration Marketing or a related field.
• Proven experience in a customer service management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Great French and Eglish (spoken and written)
• Proficiency in data analysis and reporting tools.
• Ability to work collaboratively across departments.
• Strong problemsolving skills and a customerfocused mindset.