Operations & Customer Service Manager
For our Headquarters in Milan, we are looking for an Operations & Customer Service Manager who will join the Fortidia Italy team and serve as the strategic point of contact between the sales networks of both Mail Boxes Etc. and ParcelValue and their respective Operations Departments. The successful candidate will be responsible for coordinating all operational activities, ensuring process efficiency, managing relationships with franchisees, corporate customers, and partner carriers, and fostering cross-brand synergies while aligning operational guidelines with sales objectives.
Main Responsibilities:
Leadership and Process Optimization
- Team Management: Coordinate and supervise the Operations teams based in Milan and Chiasso, defining daily activities and monitoring performance through KPIs and dedicated reporting
- Operational Efficiency: Develop synergies between the Operations Departments of the Mail Boxes Etc. and ParcelValue brands, implementing optimized operational processes
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Support and Customer Satisfaction
- Customer Satisfaction: Supervise the ticketing system, ensuring timely and effective responses to operational and administrative requests from the sales network and end customer
- Network & Customers Support: Act as the main interface for customers and network entrepreneurs. Manage highly complex operational issues and collaborate closely with the sales network to resolve critical escalations, balance operational constraints with business needs, and agree on joint commercial actions.
Communication, Education and Training
- Information Flow: Manage the information flow to e...
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