The role of a regional branch customer service manager at SUEZ consists of improving customer satisfaction in the regional center, upping the performance of the regional center in question and guaranteeing the feasibility of the contractual commitments agreed with all customers.
Guarantees the smooth running of his/her branch and its’ financial performance in terms of reporting, operating within budget, and making optimum use of resources
Attends and contributes to regional center management committee meetings
Contributes to policy-making for his/her branch and provides input for major decisions in consultation with the director of the regional center, his/ her own line managers and the customer service department, to which he/she reports
Prepares analyzes, recommendations, documentation and quotes contributing to assessing the feasibility and financial impacts of the contractual commitments offered to the full range of customers
Adds to the regional identity of the center by honing relationships with the authorities, CCAS (community social action centers) and consumer organizations
Explains the regional center and customer service department policy, circulates their respective targets, and makes sure they’re understood
Facilitates and coordinates all actions taken by branch personnel
Sets individual goals and targets, ensures that team skills levels are appropriate and arranges essential training programs
Checks that targets are achieved
Carries outfull health and safety policy compliance within the branch
Maintains and improves employee relations within the branch
Maintains an active presence at grass roots level
Reports in line management terms to the director of regional center or a member of the regional center management committee.
Reports functionally to the personal customer sales department. External corporate relations local authorities and industrial customers, councilors, administrators and decision-makers.
External corporate relations
Local authorities and industrial customers, councillors, administrators and decision-makers
Engineer, business school graduate
Branch or regional customer manager, with experience or high potential in a sales and/or technical management role.
Project management experience as a project leader.
Key skills required
Leadership and a strong sense of responsibility
Good interpersonal and selling skills
A taste for operational challenges, sales and negotiation
Focus on the satisfaction of local government and private customers
Strong command of budget management and the rules governing quotes and bid profitability across the full range of customers