Head of Customer Success (m/f/n)

Department: Customers, Innovation & Digital | Location: Merl | Contract: Permanent |
 Job Requisition N°19319

Your tasks 

• You develop a customer-centric vision, define objectives and deliver effective action plans to ensure a positive and consistent experience for customers and stakeholders
• You develop programs and actively lead projects that aim to promote a customer-centric culture
• You lead, motivate and develop the customer operations teams to provide exceptional service and support on all available contact channels
• You set up mechanisms for collecting and analysing customer feedback to promote continuous improvement and to ensure a seamless customer experience
• You oversee the resolution of customer complaints and concerns promptly and effectively within defined SLA’s
• You establish operational KPI’s to measure customer satisfaction and customer service’s efficiency to gain insights into customer behaviour, preferences and service satisfaction
• You stay informed about relevant laws and regulations, and you ensure that customer operations comply with all regulatory requirements

Your profile

• You hold a Master’s degree in Business Administration, Engineering, Sales or a related field
• You have at least 2 years of experience in a similar position
• You have a strong team spirit and collaborative mindset
• You are committed, customer-focused and results-driven
• You have a strategic orientation and a strong problem-solving ability
• Effective verbal and written communication skills in English, French and German

What we offer

• The opportunity to join a Group that actively shapes the energy transition in Luxembourg and the Greater Region
• A multicultural and international working environment that encourages diversity and inclusion
• A competitive salary with many additional benefits
• Continuous learning and development career path adapted to the needs of each employee
• Hybrid working mode with the possibility to work from home and 34 days off per year

For external applications, a recent copy of the police record will be requested if you are invited for an interview.