Michelin is hiring!
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This role is based in Michelin Corporate & Business Services in Bucharest, where more than 800 colleagues deliver excellence in Purchasing, Finance, Logistics, Order to Cash, Service Management and Personnel.
What we’re looking for:
Bachelor’s Degree.
Relevant experience in leading and managing people ( min. 2 years);
Preferred minimum 3-4 years of experience in the Customer Services field (expertise in Service Request Management is a plus);
Customer-oriented and action-oriented;
Excellent command of English;
Ability to interact with a wide variety of customers in different countries.
Experience in managing projects and driving process improvements in a fast-paced, dynamic environment;
Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
The Customer Experience Team Manager will:
Manage a team of professionals and experts with international and multicultural dimensions:
Coordinate a European team with diverse activities and different hierarchical levels
Facilitate the improvement of team members' knowledge and skills to support process and organizational changes
Manage the team's performance, involves and motivates the team to achieve the proposed results
Organize team meetings and provides regular feedback to each team member
Evaluate employees fairly, respecting internal regulations
Manage the team's budget fairly
Monitor the training needs of the teams (direct and indirect) and implements the necessary program for the development of team members
Manage and coordinates resources involved in projects and the progress plan
Optimize the resources for which they are responsible, analyzes personnel needs, and forecasts requirements (quantity and quality)
Prepare and implements cross-training plans
Implements HR processes according to the agreed organization-wide calendar (e.g., competency assessment)
Ensure customer satisfaction activities
Continuously improve processes and implements best practices in line with the organization's objectives
Set team objectives in line with department and Service Center ambition;
Align the team with the group's strategies and customer/partner expectations
Ensure the existence of documentation for all applicable operations within their scope
Participates in the implementation of the Business Continuity Plan (BCP)
Maintain a good relationship with partners and contributes to the implementation of common action plans
Ensure a climate that promotes operational excellence within the activities
Ensure compliance with internal procedures (correct billing and resolution of received complaints)
Prepare reports for various purposes, analyzes them, and proposes solutions to improve efficiency
Ensure the implementation of the best standards and practices at the Group/Area level, analyzes errors, and builds a plan to resolve/reduce them
Coordinate the implementation of action plans generated by CES and NPS results
Oversee the monthly adherence to performance indicators and action plans
Act in accordance with the requirements of operational excellence (MW)
Ensure efficient and proactive collaboration with other functions of the company and especially with partners.
Actively participate in interdepartmental meetings and supports the department/team's point of view and the achievement of internal objectives
In Michelin we offer:
How we recruit:
Once you submit your application, one of our recruiters reviews it. If your profile fits our role:
Pass all stages with flying colors, and we’ll send you our offer.
LET’S INSPIRE MOTION FOR LIFE
Where do success and ideas come from? We strongly believe they come from collective intelligence.
Our talents, people and employees are the source of purposeful and sustainable innovations. That’s why we care about developing and enhancing their strength, and we ensure them a tailored professional journey across units and countries.
What drives us is the spirit of unlimited innovation, which we all possess. Our goal is to cultivate and nurture that spirit, by questioning the status quo, improving our way to do things. Therefore, we are always optimistic as to overcome the challenges of tomorrow.
That’s our mission as an employer: inspiring innovation in all of us, to build a better life in motion for you and for everyone.
Michelin, a leader in the field of tires, is dedicated to sustainably enriching the mobility of goods and people through the production, distribution and marketing of tires for each type of vehicle. It also offers innovative business support services, digital mobility services and publishes travel, hotel and restaurant guides, maps and atlases. Michelin has over 4500 employees in Romania: 3 factories (2 in Zalău and 1 in Florești - Prahova), as well as a commercial network, and a center for shared services, in Bucharest. The office in Bucharest also hosts the coordination center for the Central Europe and Central Asia region.
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