Attendre plus. Connectez-vous davantage. Soyez plus avec Diebold Nixdorf. Nos équipes automatisent, numérisent et transforment la façon dont plus de 75 millions de personnes dans le monde font des opérations bancaires et des achats dans ce monde hyperconnecté et axé sur le consommateur. Rejoignez-nous pour connecter les gens dans ce rôle important et gratifiant avec le commerce de détail.
Diebold Nixdorf automatise, numérise et transforme la façon dont les personnes effectuent leurs opérations bancaires et leurs achats. En tant que partenaire de la majorité des 100 premières institutions financières et des 25 premiers retailers mondiaux, nos solutions intégrées connectent les canaux digitaux et physiques de manière pratique, sécurisée et efficace pour des millions de consommateurs chaque jour. L’entreprise est présente dans plus de 100 pays et compte environ 21 000 collaborateurs dans le monde.
Dans le cadre de notre développement, nous recrutons un(e) Responsable CSM et Pilotage Opérationnel.
Votre mission
Rattaché(e) au Responsable Service Delivery, vous pilotez les activités des équipes CSM (Customer Success Manager) et Pilotage afin de garantir le respect des engagements contractuels, la satisfaction des clients et l’atteinte des objectifs opérationnels et financiers.
Vous accompagnez vos équipes dans le développement d’une culture orientée client et contribuez activement à la croissance de l’activité Services.
Le poste est en mode hybride et le bureau est situé à Vélizy. Bâtiment accessible aux personnes à mobilité réduite (PMR).
ResponsibilitiesResponsabilités
- Recruter, développer et fidéliser les équipes CSM et Pilotage en créant une culture « Customer Centric ».
- Piloter la performance des équipes à travers des indicateurs opérationnels, financiers et de satisfaction client.
- Garantir le respect des objectifs financiers et des engagements de qualité de service.
- Adapter les ressources et l’organisation de l’équipe à l’évolution de l’activité et des attentes clients.
- Superviser les plans d’action et d’amélioration continue mis en œuvre pour les clients.
- Accompagner les équipes lors des escalades clients et des situations de crise.
- Participer à l’élaboration du budget Services et au pilotage du chiffre d’affaires et de la marge.
- Contrôler la bonne exécution des processus de facturation des contrats, projets et prestations hors contrat.
- Collaborer avec les équipes commerciales sur le suivi du forecast et le développement du business.
- Contrôler l’évolution de la base installée contractuelle et soutenir le démarrage de nouvelles prestations clients.
- Promouvoir le Lean Management, l’amélioration continue, l’excellence opérationnelle et la culture du résultat.
Qualifications
- Diplômes et formations réglementaires, Bac +4 minimum.
- Au moins 5 ans d'expérience en management d'équipe et en gestion de la relation client.
- Solides connaissances du Lean Management.
- Bon relationnel et sens du service clients.
- Capacité d'adaptation et de gestion des priorités.
- Gestion des conflits et résolution de problèmes.
- Relations clients et négociation.
- Maîtrise du Pack Office et des outils CRM.
- Anglais professionnel.
Vos qualités
• Leadership.
• Bon relationnel et sens du service client.
• Capacité d’adaptation et de gestion des priorités.
• Gestion des conflits et résolution de problèmes.
• Organisation, rigueur et prise de recul.
• Résilience.
Pourquoi nous rejoindre ?
Rejoindre Diebold Nixdorf, c’est intégrer un groupe international innovant où la satisfaction client, l’excellence opérationnelle et le développement des collaborateurs sont au cœur de notre réussite.
Prêt(e) à relever le défi ? Postulez dès maintenant et participez à la transformation des services de demain.
Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
Advocacy Manager (M/F) is responsible for leading all CSM and performance management team activities to ensure contractual commitments are fulfilled and customer satisfaction is achieved. Monitoring Services revenue and, through the teams, contribute to its growth. Supporting the teams in representing the voice of the customer internally and the voice of the company to customers. You will promote a culture of continuous improvement using LEAN methodologies, driving operational excellence and results orientation across all teams.
The role is hybrid, and the office is located in Vélizy. Building accessible to people with reduced mobility.
Responsibilities
- Recruit, develop and retain CSM and performance management teams by fostering a customer-centric culture.
- Manage team performance using operational and financial KPIs and customer satisfaction metrics.
- Promote a culture of continuous improvement, operational excellence and results orientation across all teams.
- Contribute actively to achieving the Group’s financial targets and contractual service quality objectives.
- Adapt and adjust the team’s scope to align with changes in revenue and customer expectations.
- Coordinate and oversee the action and improvement plans implemented by the teams for customers.
- Support the teams during customer escalations and crisis management situations.
- Contribute to the preparation of the Services budget and accurately forecast Services revenue and margin.
- Oversee the generation of Services revenue in line with the annual budget. This includes monitoring and ensuring the accurate billing of customer contracts, out-of-contract services and projects, as well as reviewing and approving any penalties issued.
- Collaborate with the Sales teams on the monthly review of the Services revenue forecast.
- Monitor changes in the contractual installed base.
Support the teams during the launch of new customer services.
Qualifications
- Bachelor’s degree in relevant field.
- Five years’ experience in team management and customer relations.
- Experience with Lean Methodology.
- Excellent People Management skills.
- Customer relationship management and negotiation skills.
- Strong Leadership skills.
- Strong interpersonal skills and a customer service mindset.
- Adaptability and ability to manage priorities.
- Professional level of French and English (written and spoken).
#LI-TM1 #LI-Hybrid
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations
Skills Required
- Bachelor's degree or Bac+4 qualification in a relevant field
- At least five years of experience in team management and customer relations
- People management experience
- Customer relationship management and negotiation skills
- Strong leadership skills
- Strong interpersonal skills and customer service orientation
- Adaptability and ability to manage priorities
- Conflict management and problem-solving skills
- Lean Management knowledge
- Professional proficiency in French and English, written and spoken
- Experience with Microsoft Office and CRM tools
Diebold Nixdorf Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Diebold Nixdorf and has not been reviewed or approved by Diebold Nixdorf.
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Healthcare Strength — Feedback suggests core coverage includes medical, dental, vision, HSA/FSA options and mental-health support as part of a comprehensive package. Life and disability insurance are also included.
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Leave & Time Off Breadth — Feedback suggests access to PTO, paid holidays, and sick time, along with parental/family leave. Adoption assistance is also noted among leave-related supports.
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Wellbeing & Lifestyle Benefits — Feedback suggests certain roles include practical perks like a company vehicle, alongside programs such as tuition reimbursement and employee assistance. Wellness initiatives and some flexible work options are part of the overall package.
Diebold Nixdorf Insights
What We Do
Consumer behavior is changing rapidly; people are empowered, connected and expect an unprecedented level of service and convenience. Simultaneously, the financial and retail industries we operate in are converging as mobile, contactless tech, smart data and advanced analytics blur the lines. The world is “always on” – it’s a digital era that requires us to orchestrate touchpoints in ways that meet and exceed the 24/7 automation needs of the banking and retail worlds. We’re the world leader in connected commerce, with proven expertise and comprehensive portfolios in cutting-edge product technology, multi-vendor software and service excellence for both financial and retail customers. Diebold Nixdorf employs approximately 22,000 employees in more than 130 countries around the world. We are publicly traded on the New York Stock Exchange under the symbol “DBD.” Specialties: financial and retail self-service solutions, services, security solutions, software, cash management, branch and store transformation
