Cette offre est lié au département Customer ops
Sendinblue is the European leader in digital marketing software(e)We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform(e)Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.
We have a team of more than 500 employees representing over 67 nationalities spread across seven offices located in Paris, Berlin, Sofia, Delhi, Bengaluru, Seattle and Toronto.
We’re looking for a talented Manager who will contribute to building our global Customer Operations organization in a fast-paced environment.
As the director of the Customer Operations team, you will build, drive and deliver a wide range of strategic and tactical projects to help our customer succeed(e)You will help the Customer Experience teams focus, excel and contribute to a more scalable and efficient organization.
Responsibilities
- Develop, lead and organize your team of operations experts
- Establish short-term results and long-term strategy with the CCO and all internal teams to :
- Define and own incentives, KPI and targets
- Optimize performance and metrics
- Ensure data cleaning and reporting
- Own and improve tools and systems
- Create a Customer Experience roadmap
- Standardize Customer Experience processes, workflows globally
- Help with forecasting, budgeting and capacity planning
- Drive cross functional projects to ensure and improve our customer centricity
- Ensure communication and training to relevant stakeholders
- Help deliver automated customer strategies
Profile
- At least 6+ years experience in customer-centric operation management in a fast-paced environment
- True ability to have a very deep understanding customer needs and pains to translate them into achievable action plans : involving multiple teams at the company (product, tech, abuse…) and large changes in processes for the customer care team
- Very strong sense of high quality customer service
- Strong analytical skills to back all decisions with customer data (more than 300k customers)
- Excellent team-building and team-management skills - open-mindedness to understand team members’ motivations, hopes and problems, ability to inspire them and develop their skills and responsibilities, while building trustworthy relationships with them
- Great ability to inspire and coach others, to give constructive feedback, to lead by example and to create an efficient work environment that encourages maximum performance and dedication
- Autonomy and proactivity, combined with a great ability to give visibility and involve others in key decisions
- Excellent communication and writing skills in both English & French
- Experience on SaaS Platform is a plus
Benefits
- A unique opportunity to join an international and collaborative scale up environment in a hyper-growth context
- The chance to grow your professional and technical skills, with real room for career progression
- SIBOP: all Sendinblue employees are granted with our shared ownership plan - the more Sendinblue will be valuated, the more you will get
- Meal vouchers - Swile (8,5 € per day)
- Excellent private health care, of which 70% is covered by the company
- RTT
- Bi-annual global company offsite; inter-office trips (when the current sanitary situation permits)
- More than 100 activities you can do at work via our partner Yuco
- Work's council benefits (HelloCSE)
- Very competitive referral program
- Second parent leave: 1 month of fully paid leave
- English and French classes, and over 155000 courses available on Udemy
- Budget to support your workspace at home
- A modern office in a central location with free fruits, drinks & lots of fun activities
- Relocation package and visa sponsorship for international talents
- ..and more!
Meet us !
- Video interview with our HR Team
- A first interview with our CCO
- A case study interview with our CCO
- A second interview with our CRO
- A last interview with our CEO
Sendinblue puts diversity and inclusion at the heart of its values(e)We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.
Sendinblue values work-life balance and offers flexible working hours and remote work(e)The majority of our teams will be working mostly remote and others will follow a hybrid model depending upon the nature of the job(e)This policy is based on a mutual understanding between Head of, Managers and Team Members.
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