Customer Services Front Manager

About the role

The Customer Services Front Manager leads the Front Office team that serves as the first point of contact for clients and partners. This role shapes the overall customer experience, drives proactive engagement, and turns frontline insights into improvement initiatives across the organization.

Key responsibilities

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

Required profile

• Proven experience leading customer‑facing teams in a fast‑paced environment.
• Strong communication and stakeholder management skills.
• Ability to translate frontline insights into actionable initiatives.
• Commitment to continuous learning and knowledge sharing.

Required skills