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Senior Customer Partner, Team Lead
2 months ago
About the Role
The Senior Customer Partner, Team Lead is a key position within Publicis Groupe, responsible for leading a team dedicated to managing customer relationships, maximizing customer satisfaction, and achieving the agency's financial objectives. This role is crucial to ensuring collaboration between the company and its customers, while supporting the development and growth of the team.
Key Responsibilities
Strategy and Business Development:
- Advise customers on their business challenges related to technology and digital transformation, providing expert guidance to help them navigate complex market trends.
- Participate in the development of strategies for business proposals affecting customers, ensuring alignment with the agency's overall business objectives.
- Organize and lead planning sessions related to portfolio activities, fostering collaboration and ensuring effective project execution.
- Monitor project progress in conjunction with project teams, ensuring timely delivery and customer satisfaction.
- Develop and maintain strong business relationships with customers, building trust and credibility through exceptional service and support.
- Ensure sustained growth and profitability of customer portfolios, identifying opportunities for expansion and improvement.
- Collaborate with internal departments to identify growth opportunities and develop strategies to seize them, driving business growth and innovation.
- Analyze market trends and customer performance to inform strategic decisions, providing data-driven insights to drive business success.
- Contribute to the development of customer business plans and help define growth and service objectives, ensuring alignment with the agency's overall business strategy.
Leadership and Team Management:
- Lead, motivate, and coach a team of customer partners to achieve performance objectives, fostering a culture of excellence and continuous improvement.
- Ensure professional development of team members through training and mentoring, helping them build skills and expertise.
- Identify and implement process improvements to increase efficiency and quality of customer service, driving business results and customer satisfaction.
- Monitor key performance indicators (KPIs) and propose corrective actions where necessary, ensuring the team is aligned with business objectives.
Requirements
- Minimum 5-7 years' experience in an account management or customer service role, with at least 2 years in a leadership position.
- Agency experience is an asset, with a proven track record of driving business growth and customer satisfaction.
- University degree in a related field, such as communications, marketing, or administration.
- Flawless French/English bilingualism, with excellent written and verbal communication skills.
- Ability to work in a dynamic environment and manage multiple priorities simultaneously, with a strong focus on results and customer satisfaction.
What Sets You Apart:
- Business creativity: the ability to read between the lines and understand customer needs, even before they themselves know.
- Diplomacy: the ability to represent the customer within the agency and the agency within the customer, with exceptional communication and interpersonal skills.
- A lighthouse in a storm: the ability to motivate customers and internal teams to face change together, with a strong focus on collaboration and teamwork.
- Crisis management: the ability to thrive in high-pressure situations, with a calm and composed demeanor.
About Publicis Groupe
Publicis Groupe is a global leader in marketing, media, and digital transformation, with a strong focus on human-centric culture and collaboration. As a member of our team, you will have the opportunity to work with a diverse range of clients and projects, driving business growth and innovation through exceptional service and support.
What We Offer:
- 3 to 4 weeks vacation day one, depending on experience.
- 10 extra days off during holy days and 2 personal days.
- 6 sick days/mental days.
- After a year, the opportunity to work fully remotely up to 6 weeks in any countries where we have an office.
- Competitive health insurance (dental, vision, short/long term disability).
- Internal programs to support employees against cancer and fertility.
- Hybrid work model with 3 days a week minimum in the office.
- A flexible schedule that truly allows work-life balance.
