Customer Services Front Manager

About the role

The Customer Services Front Manager leads the Front Office team, the first point of contact for clients and partners. This role shapes the overall customer experience, drives proactive service, and contributes to the company’s digital transformation initiatives.

Key responsibilities

• Lead, motivate and develop a high‑performing Front Office team, fostering a collaborative and client‑oriented culture.
• Set clear objectives, provide coaching, regular feedback and continuous learning opportunities.
• Ensure accurate, professional and solution‑oriented support across calls, emails and service requests.
• Promote proactive service by anticipating stakeholder needs, following up on open topics and maintaining strong relationships.
• Act as escalation point for complex or sensitive situations, guaranteeing timely resolution.
• Capture customer feedback, identify pain points and drive transversal improvement initiatives.
• Contribute to digital and AI‑enabled solution definition and implementation to enhance service delivery.

Required profile

• Proven experience leading a customer‑facing team in a fast‑paced environment.
• Strong communication skills with the ability to represent the company’s voice.
• Analytical mindset to translate feedback into actionable improvements.
• Commitment to fostering accountability, autonomy and continuous learning.

Required skills