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 is responsible for shaping the overall customer experience, driving proactive engagement, and translating feedback into continuous improvement 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 ensure continuous learning through training, FAQs and knowledge‑base management.
• Maintain service excellence across calls, emails and service requests, ensuring solution‑oriented and professional interactions.
• Promote a proactive service mindset by anticipating stakeholder needs, following up on open topics and strengthening long‑term relationships.
• Act as escalation point for complex or sensitive situations, ensuring timely resolution.
• Capture customer feedback, identify pain points and drive transversal improvement projects.
• Contribute to digital transformation initiatives by defining business needs and supporting the implementation of AI‑enabled solutions.

Required profile

• Proven experience leading customer‑facing teams in a fast‑paced environment.
• Strong communication skills with the ability to influence and collaborate across departments.
• Analytical mindset to turn insights into actionable improvement plans.
• Commitment to fostering accountability, autonomy and a culture of continuous learning.

Required skills