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CDI

Customer Success Manager W/M

CSM012023
Saint-Ouen
01/09/2023

Descriptif de l'offre

Who we are:

Pickup is the number one out-of-home delivery network in Europe, with 60 000 shops and lockers in 25 European countries, trusted by Europe’s best e-retailers. A subsidiary of DPDgroup and Le Groupe La Poste, Pickup provides a full range of solutions to establish and optimize out-of-home networks for leading carriers such as Chronopost, Colissimo and DPD.

 

 

What we do:

Founded more than 20 years ago, Pickup designs and implements hyper-proximity solutions for the e-commerce and urban logistics. We build networks of parcel shops, lockers, urban depots and the systems to run them efficiently, enabling Pickup to play a significant enabler role for carriers and retailers in the field of first and last mile delivery and urban logistics.

 

 

Why we need you:

To support its fast development in Europe with DPDgroup, Pickup is recruiting a Customer Success Manager.

A member of the International Direction, the Customer Success Manager supports international clients (leading DPDgroup carriers) in the definition, construction, and implementation of Pickup Services solutions. The Customer Success Manager plays a central role to deliver Pickup mission to stand out as the out-of-home leader in Europe.

 

 

In this context, your job is: 

 

To ensure the success of our clients, you’re in charge of an application area of Pickup as well as a portfolio of customers. Overall, you are the voice of customer within Pickup and as such, represents theirs needs

 

To succeed in this position, your missions are as follows:

 

Application area owner: you are the customer expert of a tool or solution within the international team (animation, loyalty and communication to PUDOs):

  • You coordinate and aggregate all customers needs and feedbacks related to the application area
  • You work in collaboration with the business & IT project managers on the roadmaps, from scope to project deployment, to deliver the expected projects and enhancements
  • You create all the necessary tools and resources to optimize the impact of your application area for our customers (guidebooks, training material, workshops…)
  • You guarantee a perfect project follow-up and inform teammates as well as customers on the progresses and challenges
  • You build and share best practices/ know how based on your experience

 

Country manager: You act as a key account for a selection of countries (UK + ITA)

  • You learn and track the country’s strategy, key projects and objectives
  • You share Pickup knowledge and expertise to drive the country’s roadmap
  • You identify and challenge the enhancements needs requested by the country
  • You share and push these needs and expectations internally
  • You monitor the use of Pickup tools and their performance
  • You track the day-to-day activities and requests in relation with the technical support team

Profil

  • Graduate with a customer relationship/ project ambassadorship orientation, you have developed a successful 3-5 year experience.
  • You speak English fluently. An additional language is appreciated.
  • You are organized and you know how to adapt to your stakeholders thanks to your excellent relationship management skills.
  • Proven communication skills.
  • Have a strong sense of purpose and results

 

  • The knowledge of the world of transport and/or e-commerce would be a plus

 

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