This opportunity is based in Geneva and Lausanne

Customer Engagement Manager H/F

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ELCA was founded in 1968 and is one of the biggest independent Swiss full-service IT providers, and a leader in the fields of technology consulting, software development and systems integration.

 

The privately-owned company, with over 1’600 experts, has branches in Lausanne, Zurich, Bern, Geneva, Basel, Paris, Madrid, London, Granada, Mauritius and Ho Chi Minh City and generated sales of 194 million Swiss francs in 2021. The company has grown significantly over the last years, e.g., sales grew with a CAGR of 13% between 2015 and 2021.

 

To continue this successful journey ELCA seeks strengthen its overall organization and expertise in customer engagement. The Engagement Manager will report directly to the CMO. Given the aggressive growth plans and the dynamic environment the ideal candidate should have significant development potential and be eager to learn.

In this role

 

  • Contribute to ELCA’s growth and the experience and satisfaction of ELCA’s customers by helping colleagues to deliver best in class customer experiences across all touchpoints
  • Measures and continuously improves engagement of customers
  • Ensure scalability to be able to keep up with growth goals  

 

Responsibilities : 

 

  • In collaboration with EB members and peers develop service mantra and guidelines
  • Establishes annual engagement plan containing the following elements for example: baseline, overall change program, budget
  • Owns and drives all new Guest experiences initiatives
  • Works cross-departmental with Client Partners, Delivery Managers and HR to achieve smooth and successful operational implementation
  • Keeps management aligned with deliverables, updated progresses, and projects’ status;
  • Supports operational teams by delivering turnkey solutions in all aspects, SOP’s, Training Manuals, ROI and operational KPI’s;
  • Develops training modules in collaboration with ELCA’s Development and Training Team
  • Coaches colleagues or builds portfolio of external coaches
  • Operational management and delivery of trainings

What we offer

 

  • A dynamic work and collaborative environment with a highly motivated multi-cultural and international sites team
  • Attractive prospects for career path & Personal development through training and coaching
  • The chance to make a difference in peoples’ life by building innovative solutions
  • Various internal coding events (Hackathon, Brownbags), see our technical blog
  • Monthly After-Works organized per locations
  • Good work-life balance (2 days per week from home)
  • Attractive pension fund with 3 types of employees’ contributions
  • Premium and worldwide coverage with Zurich insurance fully supported by the company
  • 1/2 SBB fare abonnement
  • Mobile and internet discount program

About your profile

 

  • Bachelor’s in Business Administration, Management or in a related field
  • Proven track record in successful delivery of change programs in customer service / experience
  • Ability to persuade and motivate colleagues
  • Can do attitude / entrepreneurial
  • Perseverance and resilience
  • Additional asset but not requirement: awareness about IT services industry

Experience: > 10 years of operational customer engagement management experience with a company possessing a particularly strong reputation in this area (e.g., accommodation, aviation)

 

Industry background: accommodation, leisure, aviation,

Additional requirements

 

  • Lausanne or Geneva
  • Languages: English (fit for professional purpose) plus German or French

If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

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