Customer Care Manager, Cafeyn
Office located in Rue Laffitte, Paris
Online magazine subscriptions
Job no longer available
Online magazine subscriptions
101-200 employees
Job no longer available
Office located in Rue Laffitte, Paris
101-200 employees
Company mission
To become the go-to platform to access information.
Role
Who you are
- We are seeking a dynamic and experienced Customer Care Manager (5-7 years of experience minimum) to lead our international customer care teams
- Proven experience in a customer service management role
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Great French and English (spoken and written)
- Proficiency in data analysis and reporting tools
- Ability to work collaboratively across departments
- Strong problem-solving skills and a customer-focused mindset
- Experience with Zendesk is a plus
What the job involves
- The successful candidate will be responsible for defining and implementing strategies that enhance customer satisfaction, setting and achieving key performance indicators (KPIs), and managing customer feedback processes
- This role requires strong leadership skills, analytical acumen, and the ability to collaborate effectively with other departments to share customer insights and drive continuous improvement
- Lead, mentor, and develop a team of Customer Care Representatives and a to deliver exceptional customer service in English, French, and Dutch
- Lead, mentor, and develop a team of Customer Success Engineers to deliver and support partners technical implementation and aftersales support
- Conduct regular performance reviews and provide coaching to ensure team members meet their goals and professional development objectives
- Establish clear, measurable KPIs for the customer care team and monitor them
- Implement corrective actions as necessary to ensure targets are met
- Define and implement customer care strategies that align with the company’s overall objectives
- Generate regular reports on customer care performance, customer satisfaction metrics, and other relevant data
- Utilize data analysis to identify trends, areas for improvement, and opportunities for enhancing the customer experience
- Work closely with other departments, such as Marketing, Sales, and Product Development, to share customer insights and feedback
- Collaborate to develop initiatives that improve the overall customer experience and address common pain points
- Oversee the collection, analysis, and reporting of customer feedback through various channels
- Implement systems for tracking customer issues and ensure timely resolution and follow-up
Our take
The decline of print media, which is only predicted to continue, has left newspapers and magazines in real trouble. Cafeyn offers these businesses a way out, through its app that enables users to access hundreds of newspapers and magazines from one place.
Users pay a monthly subscription fee, and in return receive access to a huge range of content. At the same time, newspapers and magazines access a much broader market than before, which could rescue them from a slump in revenue.
E-reading platforms have exploded in recent years, and Cafeyn faces some fierce competition. That said, the company's strategy is to strengthen partnerships with publishers while expanding its presence internationally, working hard to replicate the success it has already had in existing markets.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
Nov 2012
$7.1m
SERIES B
Mar 2010
$3.8m
SERIES A
Total funding: $10.9m
Company benefits
- Part of an international team
- Possibility of full remote working
- Vip access at Cafeyn of Blendle
- Social Events : Team Lunch, afterworks, breakfasts..
- Free food & drinks
- Access to corporate trainings : languages, tech, product..
- Product & Tech culture : Tech x Share, Squad's demo, AWS training and certification..
- Sport perks (Classpass)
Company HQ
Chaussée-d'Antin, Paris, France
Leadership
Ari Assuied
(Founder & CEO)They studied at the University of Paris Dauphine, and are the ex-CEO of Luxe Art Beauté.
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