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EssilorLuxottica Customer Interaction Center Manager in Berchem, Belgium

Customer Interaction Center Manager

Date: Apr 11, 2024

Brand: WS Optical

Location:

Berchem, BE

WHO WE ARE

We are EssilorLuxottica , a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

JOB SCOPE AND MAIN RESPONSIBILITIES:

As the Customer Interaction Center (CIC) Manager you will directly manage and develop the BELUX - Brussels CIC team and provide strong support of surrounding sites to ensure excellent and continually improving levels of satisfaction and service to our customers, whilst driving the continual advancement of systems, technology, KPI performance and best practices.

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:

  • Design and implement a CIC strategy to support the commercial strategy of Belgium & Luxembourg ensuring alignment with key stakeholders and teams.

  • Plan, grow and develop the different areas of the CIC department to ensure they are fit for purpose, including:

  • Group Systems and Electronic Customer Interchanges, including Practice management systems.

  • Telephony including prioritization, communication and contact policy

  • Technical lens and product knowledge, including consumer contact

  • Warranty and returns management

  • Order input and processing.

  • Manage, grow and develop the CIC team, to support commercial business advancement including:

  • Training and development

  • Recruitment and retention

  • Head count and budget management

  • Develop departments systems and processes to ensure they are effective and best fit customer / business needs; to include:

  • Order management

  • Salesforce / See4c

  • Opsysweb

  • Telephony 3CX / Genesys

  • Manage change programs within the department to ensure continuous improvement in services provided

  • Participate/ lead ad hoc projects as required within the CIC departments and as part of the wider management team.

  • Ensure alignment of CIC services to support business partnership programs such as Essilor Expert

  • Ensure appropriate segmentation of CIC services between channels iECPs, wholesale laboratories and KAs

  • Support the development and alignment of CIC services across the Belgium commercial lens footprint

NETWORK OF INTERACTION:

INTERNAL * *: Commercial Sales and marketing teams within Belgium & Luxembourg to include lens, frames and instruments teams Operations and Supply Chain teams in the BENELUX and within Essilor EU Compliance & Quality team

*EXTERNAL * : Customers Belgium & Luxembourg

TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE

  • Educational Background in MBA or Masters in a business-related discipline (Optics, Production, ...)

  • At least 5 years of experience in team management

  • Strong problem solving, communication and managerial skills

  • Solid experience with order management, Salesforce / See4c, Opsysweb, Telephony 3CX / Genesys

  • Solid experience in CS

LANGUAGES:

French

English

Dutch

WHAT WE OFFER:

  • Thrilling workdays filled with excitement and challenges

  • Unlock the opportunity to forge lasting connections with valued internal and external clients

  • Join and lead a vibrant and supportive team you can always count on

  • Step into the dynamic world of an international company, shaping the future in pharmaceuticals, production, and fashion all at once

  • Experience the best of both worlds: the independence of autonomous work alongside the camaraderie of a collaborative team

  • Every day is a new adventure, an opportunity to discover something different

  • Take on the challenge and thrive in an ever-evolving environment

  • Enjoy an enticing salary package paired with an array of attractive fringe benefits

Job Segment: Supply Chain Manager, Supply Chain, Marketing Manager, Ophthalmic, MBA, Operations, Marketing, Healthcare, Management

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