We, Cafeyn Group

With 15 years of existence, Cafeyn Group is a multi-brand company composed of Cafeyn, Blendle, MiLibris, and KidJo and based in France, the Netherlands, the UK, Canada, and Morocco. With almost 140 employees, we propose a media experience through different products.

We want to achieve strong business performance across the Cafeyn Group through organic growth, diversified revenue streams, and sustainable profitability. New opportunities are continuously sought by investment, both within and outside the business.

We deliver high-value, high-focus, and forward-thinking, premium infotainment (information & entertainment content) services to our partners and customers, with personalized and relevant information to entertain and educate our audience, broadening their perspective and making them more knowledgeable.

Job Overview

We are seeking a dynamic and experienced Customer Care Manager (5-7 years of experience minimum) to lead our international customer care teams. The successful candidate will be responsible for defining and implementing strategies that enhance customer satisfaction, setting and achieving key performance indicators (KPIs), and managing customer feedback processes. This role requires strong leadership skills, analytical acumen, and the ability to collaborate effectively with other departments to share customer insights and drive continuous improvement.

Key Responsibilities

1. Team Leadership:

• Lead, mentor, and develop a team of 5 Customer Care Representatives in our Moroccan office and 3 Representatives in our Dutch office. 
• Conduct regular performance reviews and provide coaching to ensure team members meet their goals and professional development objectives.

2. Strategic Planning & Reporting

• Establish clear, measurable KPIs for the customer care team and monitor them
• Implement corrective actions as necessary to ensure targets are met.
• Define and implement customer care strategies that align with the company’s overall objectives.
• Generate regular reports on customer care performance, customer satisfaction metrics, and other relevant data.
• Utilize data analysis to identify trends, areas for improvement, and opportunities for enhancing the customer experience.

4. Cross-Department Collaboration

• Work closely with other departments, such as Marketing, Sales, and Product Development, to share customer insights and feedback.
• Collaborate to develop initiatives that improve the overall customer experience and address common pain points.

5. Customer Feedback Management

• Oversee the collection, analysis, and reporting of customer feedback through various channels.
• Implement systems for tracking customer issues and ensure timely resolution and follow-up.

Qualifications

• Proven experience in a customer service management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Great French and English (spoken and written)
• Proficiency in data analysis and reporting tools.
• Ability to work collaboratively across departments.
• Strong problem-solving skills and a customer-focused mindset.
• Experience with Zendesk is a plus

Our Perks and what’s Included 💻💪 ClassPass subscription, for any sports addict or a wellness moment

🏡 Flexible remote-work policy: 2 days at the offices / 3 remotes per week, you can still come more if you want to.🌍 Work from any of our offices 4 weeks/year📰 VIP access to Cafeyn app 🩺Health Insurance (60% paid by Cafeyn in France) 🍲Lunch voucher (60% of 9e paid by Cafeyn in France) 🤝CSE in France

Our internal Tools💬 Slack for internal communication📑 Confluence for shared information and documents💻 Google meets for virtual meetings (all meetings are recorded and archived) And many others…

Our Rituals🎉 Congrats slack channel where we celebrate appreciation, win, and anniversary🤝 All-hands meetings where we share business updates, and strategy in total transparency 🎡 We promote monthly events, where we join seminars, team building/off-site, sportive & team events

We believe that equality and diversity make us a better company and community.You don’t have to match all the requirements, if you feel this offer could be a great opportunity for you, reach out anyways! We hire based on talent and we promote inclusivity inside Cafeyn and strongly believe that our culture is strongest when it is the most diverse.