Bilingual Customer Experience Manager

7 months ago

Laval, Canada United Services Group Full time

Objectifs du département
L'objectif de l'équipe chargée de l'expérience et de la fidélisation des clients est d'améliorer les relations et l'expérience des clients existants et de diriger la mise en œuvre du devis des clients au sein des services de nettoyage. Pour ce faire, l'équipe est à l'écoute des besoins quotidiens des clients et agit de manière proactive afin de respecter et de dépasser les demandes et de fournir des produits ou des services supplémentaires pour satisfaire et dépasser leurs besoins quotidiens en temps réel.

Description du poste

Le titulaire du poste est chargé de diriger, de gérer, de coordonner et de mettre en œuvre quotidiennement les services de conciergerie dans tous les magasins ou sites de la zone ou du territoire désigné, pour plusieurs différents clients.

**Tâches de gestion**:

- Gestion de l'expérience et de la fidélisation des clients et des partenaires.
- Communication entre United, le client et le partenaire via les plateformes clients (Service Channel, etc.).
- Gestion de la formation et des performances de nos partenaires et personnel d’entretien.
- Gestion globale des opérations en magasins (y compris les audits de qualité, les budgets, la rentabilité et les indicateurs de performance).
- Augmenter le chiffre d'affaires et les bénéfices par magasin et par bannière.**Fonctions et responsabilités**:
Participer à l'élaboration et à la mise en œuvre des plans annuels par enseigne avec les responsables des ventes et du département.
- Mettre en œuvre les budgets au niveau du magasin.
- Créer et développer des stratégies à court et à long terme au niveau du magasin afin d'assurer la durabilité et la rentabilité de toutes les opérations.

**Relation et communication client**:

- Construire des relations solides avec les clients et les partenaires commerciaux des magasins (ventes croisées, établir la confiance, fournir un excellent service, effectuer les suivis auprès des clients, être un ambassadeur de la marque United et représenter la marque de manière positive).
- Être le point de contact unique au niveau des clients magasins afin d’effectuer la communication entre United et le client pour tous services (services de nuit, services de jour, services extérieurs, etc.) et les différents départements.
- Gérer la communication quotidienne de es sites sur les plateformes de communication requises par le client (exemple, Service Channel) et conformément aux normes de communication prescrites par le client.
- Soutenir le National Senior manager dans toutes les réunions en face à face ou les rencontres principales incluant les clients.
- Participer aux : réunions journalières/hebdomadaires/mensuelles avec les client des bannières couvertes durant les audits de magasins, gestion des cas et plans d'action, calendriers périodiques, étendue des travaux.
- Rapports quotidiens/hebdomadaires/mensuels concernant les problèmes et le retour d'information, plans d'action, y compris les problèmes d'accès, à l'intention du client.
- Effectuer des visites hebdomadaires ou ponctuelles de mise en conformité des magasins, des salles et des sites sont organisées avec les clients.
- Diriger ou participer à des réunions de transition pour les nouveaux magasins/lieux/sites avec le client et le partenaire afin de définir l'étendue des travaux et de fixer les attentes.

**Communication interne**:

- Diriger et coordonner l'ensemble de la communication au niveau du magasin avec les partenaires United, quotidiennement, sur les questions et les actions.
- Définir les attentes des partenaires, assurer la formation, le coaching et le mentorat.
- Participer aux réunions hebdomadaires et mensuelles interfonctionnelles avec les équipes régionales et de soutien (par exemple, L & D, relations avec les partenaires, services d'équipement).

**Store Operations mgmt. & Process Compliances**:

- Créer et mettre en œuvre des calendriers de tâches et d'audits.
- Mener des audits de qualité avec le client et le partenaire, communiquer et mettre en œuvre des plans d'action.
- Responsable de la gestion des stocks de matériel dans les comptes dans le respect du budget (commandes des partenaires).
- Gérer les entrées et sorties quotidiennes des nettoyeurs dans les comptes.
- Gérer les demandes des clients dans le respect des délais de prestation de services prescrits (par exemple, demandes de services spéciaux, déficiences, inspections occasionnelles de nuit 4 fois par mois).
- Diriger toutes les initiatives/mises en œuvre de processus au niveau du magasin ; collaborer avec la direction pour identifier et résoudre les tendances et les lacunes en matière de processus au niveau du magasin.
- Diriger l'adoption des processus dans Salesforce et les plateformes de communication prescrites par les clients (par exemple, Service Channel).
- Diriger ou soutenir les principaux processus opérationnels et KPI de United : Vous êtes resp

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