CUSTOMER EXPERIENCE MANAGER- (RESPONSABLE SERVICE APRES-VENTE BATIMENT)

As a Customer Experience Manager, you will work closely with the Head of the Building/Civil Engineering Centre and various Site Managers to ensure the efficient operational management of after-sales service for completed projects

You will be responsible for addressing customer needs and effectively handling their complaints while respecting the interests of the company.

Missions

1. Ensure customer relationships and user satisfaction regarding building equipment.
2. To ensure adherence to the allocated project budget, set objectives and provide technical and strategic guidance to the teams on site.
3. Develop and plan intervention schedules.
4. Ensure the proper conduct and safety of the site to prevent accidents.
5. Guarantee the quality of services provided.
6. Analyse any dysfunctions and propose improvement solutions in terms of maintenance and/or equipment purchases.
7. Facilitate communication between the various teams on site.
8. Attend meetings with clients, subcontractors, and internal teams.
9. Coordinate the requirements for materials, labour, and equipment.
10. Oversee site logistics in collaboration with the procurement department.
11. Manage documentation related to after-sales service and customer relations.
12. Promote and maintain high standards of health and safety on sites.
13. Participate in training staff on safety practices.

Required Skills

Transversal Skills:

• Safety: Adhere to and enforce rules; anticipate and analyse risks; lead by example; consult your superior in degraded or uncontrolled situations; share information (Starter, Safety meetings, Safety Week, Safety Day); alert in case of dangerous situations and implement corrective actions; ensure your own health and safety as well as that of others.
• Responsibility and Solidarity: Social issues (employee development through recognition of merit, support, training, and personal growth, enjoyment at work, and equal treatment); environmental issues (turn commitments into actions); societal issues (demonstrate solidarity through civic actions at all Group locations).
• Ethics: Rigorous application of laws, regulations, and internal standards; respect for colleagues; honesty, fairness, and transparency; sincerity and reliability; compliance with competition laws and rejection of corruption; loyalty to the company; spirit of solidarity; protection of Group assets by refraining from personal appropriation; ongoing concern for quality and sustainable development; political neutrality of the company, with a principle of not contributing to political financing.
• Pioneering Spirit: Curious and unafraid to explore new areas; attentive to both internal and external clients, able to envision corresponding services; capable of thinking outside the box, networking to form new partnerships; able to assess and share risks; encourages innovation and motivates colleagues to explore novel solutions.
• Contribution to the Collective: Actively participate in company life in a dynamic and friendly manner; prioritise the common good, even at personal expense; for managers: able to help a colleague grow within the group; offer assistance to other units/colleagues; share personal successes and failures.
• Transparency: Ethics evident in daily operations; financial reports and results are sincere, reliable, and clear; all major events are communicated to management; internal rules and procedures are well-known and followed; cooperate with audits; lead by example and address any deviations, sanctioning where appropriate.
• Agility: Willing to reassess and reverse poor decisions; regularly challenge the organisation to adapt to needs; drive performance achievement; step back to propose improvements (strategy, organisation, processes, etc.); contribute to a positive company image.

Required Skills

Job-related Skills:

• Ability to effectively manage conflicts with clients, subcontractors, and suppliers.
• Understand the specific requirements of the client and their after-sales service needs.
• Manage priorities and organise tasks: define and prioritise actions based on deadlines, needs, and set objectives.
• Good knowledge of MEP (Mechanical, Electrical, and Plumbing) systems.
• Be meticulous and precise with a keen attention to detail.
• Excellent verbal and written communication skills.
• Develop an action plan and implement effective after-sales service processes and systems.
• Monitor the implementation of an action plan: create and track indicators related to the action plan.
• Ensure follow-up on claims and disputes.
• Analyse problems and situations, propose and implement improvement measures and solutions:
• Analyse results, draw lessons, and summarise conclusions for presentation.
• Optimise available resources.
• Implement corrective action plans.
• Identify and assess risks on site and take necessary measures.
• Oversee activities and report on progress: indicate the status and results of activities using indicators/dashboard.
• Negotiate and/or argue effectively: develop persuasive arguments tailored to the audience to explain chosen directions. Facilitate consensual and constructive exchanges to reach agreements consistent with the company's strategies and directives.
• Understand and apply legislation relevant to the field of activity.
• Ensure adherence to procedures.
• Use computer tools relevant to the field: proficient in industry-specific software.
• Adhere to the planning of a site.
• Ensure supply management, inventory control, and stocktaking.

Initial Training and Required Experience

• Bachelor’s degree (Bac+3) in General Engineering.
• A minimum of 3 years' experience in after-sales service within the construction sector.

Other Information

• Status: Management
• Contract Type: Permanent (CDI)
• Position based at the headquarters and on site
• Eligible for a company vehicle