Vetsource International Manager of Customer Care (F/M/X)

Job Description

Job Description:

Location : Paris, Aimargues (30 min from Montpellier), UK, Sweden, Denmark, or Netherlands

Segment : Royal Canin

Contract Type : Permanent

Vetsource are an eB2B2C retailer helping to improve the lives of vets and pets by freeing up more time for the treatment of pets and engagement with pet owners (e-prescription, engagement tools…) while Vetsource conveniently deliver prescriptions and nutrition products directly to the pet owner's home. Vetsource will be launching a new business in the UK and then expanding across Europe, the Americas and APAC. Vetsource team operates in a fast paced and exciting start-up international environment within one of the largest food multinational corporations.

As Vetsource International Manager of Customer Care, you will:

• Set up the customer care department and develop customer service capabilities

• Recruit, train, motivate and build an effective international team

• Define and deploy the customer service long-term roadmap and priorities

• Voice customer feedback and propose business recommendations to senior management and define and implement continuous improvement initiatives

The role reports into the Director of Operations.

What are we looking for?

Education:

• Bachelor's or Masters' Degree - with an experience in managing Customer Service, Customer Relationship Management teams or any other relevant team management experience in a national or international environment directly as line manager

• 3 to 5 years People Management experience

• Fluent in English, bilingual is a plus

Preferred qualifications:

• Experience in pharmaceutical industry or veterinary clinics experience are a plus

• CRM & Customer Care ecosystem data & KPI proven track record and experience

• Build and manage effective team

• Results driven, proactive and able to work autonomously

• Ability to manage and prioritize multiple competing priorities

• Strong conflict resolution skills with the ability to be persuasive

• Strong leadership, teamwork, and interpersonal skills and the ability to deal with both internal and external customers

Additional qualifications:

• Experience on e-Commerce/Digital health/Pet Health/Pet Care /Baby care/B2B2C

• Program / Project management knowledge/approach

• The ability to multitask effectively and see projects through from inception to completion

• Flexible, with the ability to embrace change in a rapidly evolving work and market environment and navigate through an ambiguous environment

What are the key responsibilities of the role?

Set up the customer care department and develop customer care capabilities

• Recruit, develop and engage an international team of customer care covering different markets

• Define and implement medium-term phone solution, ticketing and CRM tools tailored to our needs with internal product, expert and sales teams

• Design and coordinate the ways of working, processes and procedures with the team

• Suggest, develop, monitor, and use KPI driven dashboards to increase transparency and improve customer satisfaction

Build an effective team

• Accomplish call center human resource objectives by recruiting, selecting, training, assigning, coaching and counseling employees

• Drive customer care associates as well as external call center to deliver a best-in-class premium service by adopting the global vision and adapting to markets’ maturity and readiness

• Manage any conflicts that may arise with external call center teams or internal

• Deliver assigned targets for call volume metrics, achieves assigned monthly KPIs for designated markets; ensure that call center representatives are actively engaged in positively supporting Vetsource’s customers

• Build Vetsource customer support training materials, programs, curricula, presentations, videos, call scripts, and more

• Mentor, motivate and retain customer care associates

Define strategy and priorities

• Define, lead and execute pet owner & clinics’ experience and priorities

• Have a clear understanding of the current situation, challenges and opportunities

• Anticipate trends and new ways to create a premium experience for pet owners and clinics

• Define the key priorities, KPIs and targets and consistently measure achievement vs. plan

Continuous improvement

• Track, implement, and lead constant customer service quality and efficiency improvement initiatives and instill a continuous improvement mindset in the team

• Generate insights in collaboration with stakeholders to build recommendations and add value to improve the Vetsource offer

What can you expect from Mars?

• You will work in a multicultural environment (more than 40 nationalities) and where your dog will be welcomed by more than 100 other Associates’ dogs at the office!

• You will work in a unique campus, which gathers more than 800 Associates working for: the international HQ, the French subsidiary, two laboratories, a kennel and a cattery with more than 200 cats & dogs, and finally the most important factory of the Royal Canin group

​Royal Canin's CSR commitments, to build a better world for tomorrow:

• Since 2015, no waste to landfill is made by the 16 Royal Canin factories in the world

• All Royal Canin products manufactured in Europe are ISO 14001 certified from design to factory gate

• Since 2017, Royal Canin has supported the K-DOG program of the Curie Institute, which trains dogs to detect breast cancer via olfaction.

• A unique and ideal work environment to become the leader in health through nutrition for cats and dogs!

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Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.