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Regional branch customer service manager

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.

Assignment

Main activities

  • 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
 

characteristics

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
Profile

Required experience

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Training
Engineer, business school graduate
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Experience
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
  • Writing skills
  • 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
Development

Possibilities for personal development

  • Regional head of branch
  • Sales manager
  • Corporate customer service role
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