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.
Responsable CSM et pilotage opérationnel H/F et responsable de piloter toutes les activités des équipes CSM et pilotage afin de garantir la réalisation des engagements contractuels et la satisfaction des clients. Assurer le suivi du chiffre d’affaire service et contribuer via ses équipes à en supporter le développement. Accompagner les équipes afin de porter la voix du client en interne et la voix de l'entreprise chez le client.
Le poste est en mode hybride et le bureau est situé à Vélizy. Bâtiment accessible aux personnes à mobilité réduite (PMR).
Responsabilités
- Recruter, développer, fidéliser les équipes CSM et pilotage en créant une culture « Customer Centric ».
- Piloter la performance de ses équipes au travers d’indicateurs opérationnels, financiers et de la mesure de la satisfaction client.
- Etre acteur du respect des objectifs financiers et de qualité de service contractuelle du groupe
- Adapter et ajuster le périmètre de son équipe pour l’aligner à l’évolution du chiffre d’affaires et des attentes de nos clients.
- Coordonner et superviser les plans d’actions et d’améliorations mis en place par ses équipes pour les clients.
- Supporter ses équipes lors des escalades clients et de gestion de crise.
- Contribuer à l'élaboration du budget Services et prévoir avec précision le chiffre d'affaires et la marge Services
- Superviser la génération du chiffre d’affaires service conformément au budget annuel. A ce titre, suivre et contrôler la bonne réalisation de la facturation des contrats clients, de la facturation hors contrat, de la facturation des projets et contrôler et valider l’émission d’éventuelles pénalités.
- Collaborer avec les équipes commerciales à la revue mensuelle de l’évolution du forecast de chiffre d’affaires service.
- Contrôler et suivre l’évolution de la base installée contractuelle.
- Supporter ses équipes lors du démarrage de nouvelles prestations clients.
- Promouvoir une culture d’amélioration continue, d’excellence opérationnelle et d’orientation résultats à l’ensemble de ses équipes.
Qualifications
- Diplômes et formations réglementaires, Bac +4.
- 5 ans d'expérience en management d'équipe et relations clients.
- 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.
- Capacité d'apatation.
- Relations clients et négociation.
- Pack Office, Outils CRM.
- Anglais professionnel.
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.
Head of CSM and Operational Performance Management (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.
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.
- 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.
Promote a culture of continuous improvement, operational excellence and results orientation across all teams.
Qualifications
- Bachelor’s degree in relevant field.
- Five years’ experience in team management and customer relations.
- 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.
- Flexibility and agility.
- 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
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