Customer Experience Project Manager, YEGO
France & Spain
Eco-friendly shared mobility
Job no longer available
Eco-friendly shared mobility
101-200 employees
Job no longer available
101-200 employees
Company mission
To empower citizens to move with ease and style by sharing sustainable vehicles.
Role
Who you are
- Perfect oral and written expression in Spanish and French
- Bachelor's degree in Business or a related field. Master's degree preferred
- Proven experience (5+ years) in customer experience management or related roles within the mobility or technology industry
- Strong project management skills with a track record of leading cross-functional teams and delivering results
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders
- Demonstrated leadership capabilities, including team management, coaching, and performance optimization
- Analytical mindset with proficiency in data analysis and problem-solving
- Knowledge of regulatory requirements and compliance considerations related to shared mobility services is a plus
- Passion for delivering exceptional customer experiences and driving continuous improvement initiatives
What the job involves
- The mission of the Global Customer Support Manager is the supervision through the national team leaders of the customer support service team, which currently consists of around 30 people of French and Spanish nationality
- It includes organising the tasks of the service, creating and ensuring the correct implementation of harmonised and efficient processes aligned with the company's objectives and local regulations
- Project Leadership:
- Lead projects focused on optimizing the user experience within the shared mobility app
- Identify pain points and areas for improvement based on user feedback and data analysis
- Collaboration with the Product and Software teams to improve existing tools and develop new functionalities that enhance customer satisfaction and loyalty
- Prospecting and testing new tools in customer service management to streamline processes and improve user experience
- 2. Process Improvement:
- Creation, drafting, updating, implementation and monitoring of the execution of the internal processes of the customer support teams in Spain and France, including in particular the processes for the management of accidents, fines and parking incidents
- Implement efficient workflows to ensure timely resolution of customer concerns
- Continuously monitor and refine processes to improve operational efficiency and effectiveness
- Management and monitoring of the productivity and quality of service of the main external service providers, who are responsible for appealing traffic fines, as well as the intermediaries of our insurance companies for accident management
- 3. Customer Advocacy:
- Act as the voice of the customer within the organization, advocating for their needs and preferences
- Work closely with Product teams to prioritize feature enhancements and new functionalities based on customer feedback
- Collaborate with Marketing teams to develop customer communication strategies and campaigns
- Drafting and/or revision of model notifications or letters, intended for service users and/or local administrations so that the support teams can use them in their daily activities, guaranteeing the quality and accuracy of the drafting
- 4. Team Management:
- Supervise and mentor a team of 30 customer support specialists, given that the majority of the team is teleworking and/or relocated to certain YEGO cities
- Provide guidance, training, and performance feedback to ensure the team delivers exceptional service
- Creation and updating training materials in Spanish and French, and training the teams to ensure harmonised compliance with established internal processes
- Foster a culture of accountability, empathy, and continuous learning within the customer support team
- 5. Quality Assurance:
- Establish quality standards and metrics for evaluating the effectiveness of customer support interactions
- Conduct regular audits and performance reviews to maintain high service quality levels
- Implement corrective actions and training programs as needed to address areas for improvement
- Monitoring of the activity through the analysis of the service's activity indicators, at the city and country level, including financial aspects, with the drafting of periodic monitoring and reporting reports for the Operations Manager and YEGO's management bodies
- Communication with local operations managers to report on common service quality issues and establish the necessary action plans to address them
- Management and monitoring of the productivity and quality of service of the main external service providers, who are responsible for appealing traffic fines, as well as the intermediaries of our insurance companies for accident management
- 6. Compliance and Legal Oversight:
- Ensure compliance with relevant regulations and legal requirements governing shared mobility services
- Collaborate with Legal teams to address legal issues, disputes, and regulatory compliance matters related to customer interactions
- Stay updated on industry trends and best practices to proactively mitigate risks and ensure compliance
- Monitoring of regulations and/or practices of local administrations at a national and municipal level, in order to adapt internal processes accordingly
Our take
YEGO offers a unique solution in the form of on-demand rental electric motorcycles and scooters, accessible through its mobile app. This innovation comes at a time when shared transportation, exemplified by city bike-sharing programs, is gaining traction across Europe.
YEGO stands out by focusing on service execution rather than bike manufacturing; its vehicles, crafted by German company Emco, are easily unlocked, and users can initiate the ride with a simple tap on their mobile device.
The European market for electric scooter providers is experiencing a significant surge, projected to nearly double annually. With a current presence in six cities spanning Spain and France, along with its launch of YEGO Mobility Kenya Limited, a customised taxi-hailing service in Kenya. The company is focused on expansion within these locations, alongside the addition of new areas to its operational portfolio.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jul 2020
$8.7m
EARLY VC
Nov 2018
$1.4m
ANGEL
Total funding: $10.9m
Company benefits
- Unlimited rides with Yego
- Private health insurance for you and your family
- Gym membership
- Flexible working hours & remote working
- Continuous learning environment
- Free fruits & coffee/tea at the offices
- Special discounts
Company HQ
El Poblenou, Barcelona, Spain
Leadership
Benjamin Viguier
(Co-Founder & CEO)Previously worked in a number of senior roles at BMW, Tesla, and Audi.
Salary benchmarks
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