We drive the transformation of the financial markets. That’s why we invest in bright minds, in their ideas, knowledge and development. We do that by combining our best sides.
If you would like to find out why stability makes us so agile, why experience makes us so curious and why empathy makes us so impactful, apply now for the position of
Regional Customer Support Manager
Leudelange | working from home up to 60% | Reference 4925
We are seeking a dynamic and experienced Head of Customer Support to lead our dedicated teams in France, Spain, and Benelux. This pivotal role ensures customer satisfaction through competent and timely support for our data, products, and services. The ideal candidate will drive operational excellence, support our global transformation efforts, and implement innovative practices to benefit both our teams and customers.
You will be expected to lead and mentor experienced customer support teams across France, Spain, and Benelux. Foster a culture of high performance, continuous improvement, and exceptional customer service. Ensure alignment of regional activities with global support strategies and objectives.
Maintain high levels of customer satisfaction by ensuring timely and competent support for all queries and issues. You will be expected to develop and enforce standard operating procedures to ensure consistency and quality of support. Drive our global transformation efforts within the region, aligning local practices with global initiatives. Implement innovative measures and new ways of working to enhance team performance and customer satisfaction.
What you will do
• Ensure Market-Driven Services and Enhanced Customer Satisfaction: Ensure market-driven services and support for our products, enhancing customer satisfaction and fostering collaboration with key and strategic customers across the region.
• Leadership and Team Development: Utilize your leadership capabilities to steer technical and personal management, driving continuous professional and personal development across your regional teams.
• Customer Needs and Support Solutions: Actively gather customer needs and develop tailored support solutions to meet those requirements effectively.
• Cross-Team Collaboration: Ensure effective cross-team collaboration with internal units such as product management, marketing, sales, and IT departments to jointly develop customer-friendly services and solutions.
• Drive Transformation and Competitive Advantage: Lead transformation efforts and implement new ways of working across Europe West, continuously developing customer support into a competitive advantage through active networking with customer-facing functions and colleagues across geographies.
What you will bring
• Proven Leadership and Management Skills: Strong leadership personality with a proven track record of managing support teams in a complex financial environment.
• Customer Orientation and Communication: Pronounced customer orientation with strong communication and presentation skills to build a powerful global network, both formally and informally.
• Strategic Implementation: Ability to clearly represent opinions and ideas, implementing them strategically and in a structured manner across multiple locations.
• Dynamic and Collaborative Approach: Passion for working in a dynamic, international environment, closely collaborating with internal experts, customers, and external partners.
• Global Team Player: Global-oriented team player driven by the purpose to become a best-in-class customer support organization, with a balanced, curious, and positive can-do attitude. Excellent English and solid French language skills are required; additional languages are an advantage.
If you have any questions, please call Anthony Mills at +44 207 550 5415.
For this vacancy we only accept direct applications.
Diversity is important to us. Therefore, we are looking to receiving applications regardless of any personal background.
What We Offer
Flexible Work Models
We trust our employees and offer a work environment that is well-balanced, productive and fosters success.
Personal Development
You will benefit from a culture of continuous learning and feedback. Your personal growth is supported through an extensive learning offering.
Agile Working Methods
Whether through scrum or design thinking,
we solve exciting tasks together in teams.