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21.05.21

Training Project Manager (m/f/d)

Are you looking for a new challenge? Within a dynamic, cross-border and cross-functional team to offer the best customer service in Europe?

If customer relations is your area of expertise? If you want to develop the skills of the customer service teams to support consistently our customers in Europe, join our new Customer Care Europe department and contribute to the transformation of Hager Group!

 

We are looking for our future Customer Care Training manager (m/f/d) for a permanent contract based in Europe (main locations: Paris, Obernai, Blieskastel or Frankfurt).

We are looking forward to receiving your application, which you should send in English please.


Career level
Experienced professional
Country
Germany
Department
Sales Support
Location
Hessen, Saarland

Training Project Manager (m/f/d)


Job purpose

To develop skills in all customer service areas in order to increase our internal efficiency (1st contact resolution) & customer satisfaction (NPS, Transactional survey).

To build, develop and coordinate the European training programs dedicated to the customer service teams to support our customers in all European countries.

 

Mission

Reporting to the Head of Customer Care Europe, you will join our dedicated team and actively structure training modules and organize training sessions to support our customers in Europe, in a consistent manner. You also contribute to the satisfaction of our customers and employees in our international call centers.

In this role, your main tasks will be:

  • Create and/or coordinate the creation of training courses for customer service teams and keep the content up to date
  • Organize and distribute training content for customer support teams through the most effective channel (physical, digital, webinar, HR platform, video, etc.)
  • Identify trainers (Hager Group internal experts and/or yourself and/or external organizations when it is necessary)
  • Identify local trainers/training referents and lead the European community of training referents from the different countries to define the customer service training needs and priorities
  • Develop training programs to encourage internal development
  • Create dedicated training modules to support the launch of our new offers (energy management)
  • Measure the compliance of the level of competence of the teams with customer expectations and to launch the necessary continuous improvement actions

 

As a true ambassador for our customers, you contribute to the development of Hager Group and our growth in our various markets. You will work closely with the internal departments (marketing, engineering, HR, etc.).

 

Profile

  • With a university degree and maybe a specialization in customer services, you have a solid experience in developing skills in an international context.
  • You are structured and organized to manage the development of European customer service skills consistently across different countries. You are field oriented and able to deliver simple and concrete training modules for customer service teams.
  • Fluent in English, you are able to coordinate projects and demonstrate pedagogical skills. You are smart, fun and want to contribute to the transformation of the Hager Group. Your enthusiasm and ability to work across the board will be your best assets to succeed within our group.
  • You will be expected to travel to the various markets of the group.

 

Our offer

You can expect a position with responsibility and variety in an international and innovative environment and motivated team. We offer intensive integration, an attractive and fair compensation as well as internal and external training.

 

Your challenge

Take your future chance and convince us. You can upload your application easily in our Groupwide application management system. Please use the opportunity of the online application, 10 minutes are enough! We are available in advance for your specific questions.

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Damien Fahrlaender
Damien Fahrlaender
Chargé de recrutement
Hager Group

Es wird nie langweilig. Man kann viel selbst mit entwickeln. Selbst Ideen rein bringen und das ist das spannende an dem Job des Marktmanagers.

Christian Weinard, Market manager

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