Customer Experience Manager

Description

Summary: The Customer Care Manager will lead the customer service function, ensuring high satisfaction, driving continuous improvement, and overseeing service operations, logistics, and inventory management. Highlights: 1. Lead and develop customer care and logistics teams 2. Drive continuous improvement in customer experience and operational efficiency 3. Work in an international environment with an agile and caring culture * **G****C Aesthetics** is a leading global player in breast implants. We design, develop, manufacture and market Best in Class medical aesthetic solutions to contribute to women's healthcare, well bing, * confidence, empowerment and overall happiness, through safe and reliable devices in the hands of trained and qualified surgeons. * GCA has manufacturing operations in France and sells its implant products globally in more than 70 countries through direct and indirect sales teams. * Why join us? * By joining GC Aesthetics, youll be part of a company operating to standard of Class III medical devices, where innovation serves healthcare professionals. * You will work in an international environment where teamwork is at the heart of our DNA, in an agile and * caring culture. * Our mission is to improve womens lives and we achieve it with passionate people. The Customer Care Manager is responsible for leading the customer service function, ensuring high levels of customer satisfaction, and driving continuous improvement in customer experience. The role oversees the customer care team, manages service operations, and acts as a key link between customers and internal departments. **Key Responsibilities** **3 main areas :** **Customer Care/service** * Lead and develop the customer care team * Build a skilled, engaged, customer\-focused team * Oversee daily service operations and workflows * Ensure timely, accurate handling of orders, enquiries, complaints, returns, and service issues * Establish and improve customer service processes * Ensure compliance with quality standards * Prepare management reports and analyze customer trends * Align customer service with business strategy * Anticipate demand trends and align service capacity * Use ERP, inventory planning, CRM, and Excel tools effectively **Logistics** * Management: Lead and develop the Logistic team * Operations: o Organise Warehouse daily operations / Select and manage transporters o Define and monitor KPIs (Transportation costs, Activity KPIs..) **Inventory Management :** * Forecast demand across short\-, mid\-, and long\-term horizons * Monitor stock to avoid shortages and overstocking * Define, monitor and review Stock Levels in warehouse and at customers aligned with Global Targets and based on Sales Forecasts * Manage stocks replenishment (Purchase Order to receipt) * Work closely with local finance team to deliver accurate information (KPIs) * Ensure compliance in terms of traceability and quality **Conclusion: Link service performance with operational efficiency and stock availability****Measurement/KPIs** * Customer satisfaction and retention levels * Service level compliance (Order to Remittance/Ship Complete on Time ..) * Complaint resolution effectiveness * Team engagement and performance * Process efficiency and continuous improvement outcomes * Stock levels accuracy and quality **Qualifications/Experience** * Languages expected: English \& Spanish * 5\+ Years in a similar position * Business Acumen : Customer service from order to remittance and cash collection * Strong leadership and team management * Excellent communication and interpersonal skills * Strong analytical and reporting skills (Excel, Powerpoint, ERP, CRM …) * Ability to work under pressure and manage priorities