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Lead Senior Business Consultant
5 months ago
We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world's evolving vision needs and the global demand of a growing eyewear industry.
With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to "see more and be more" thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. To also support the team with Customer case resolution and Outsource monitoring.
o Oversee and implement training needs
o Assist in monitoring and managing the team functions
Assist with the management of the team in terms of:
Monitor team performance - ensuring that the team KPIs are being achieved along with ensuring morale in the team remains high.
To monitor and action any poor performance meetings and outcomes.
Ensure the upkeep of policies and procedures and maintain discipline within the team.
Ensure that the team are fully trained and motivated to provide the most efficient order entry and support to the customer service team.
Work on all administration relating to training including training records and Training plans.
Monitor the effectiveness of the training within the team.
Be at the forefront of any training implementation and role model Essilor's values, behaviours and skills as appropriate.
Communicate with the team in the appropriate manner so that the team are fully aware of all relevant information, including marketing, promotions, new product launches, KPI's and issues in both production and Customer service.
Build relationships with customers and account managers to help the smooth running of the business.
Ensure that there is the correct resource within the team in order to carry out all functions or rotate resource to meet business needs.
Monitor holiday allocation to ensure correct staffing levels.
Ensure correct and accurate usage of customer service management softwares and monitor performance of the team managing them.
Deal with any customer escalations or complaints appropriately
To work Saturdays when required by the business to support the needs of the business.
~ To bring to the attention of the business hazards, risks, concerns, accidents or near misses.
~ Comply with any local PPE requirements.
To ensure visitors / contractors / external providers meet relevant environmental procedures while on site.
To bring to the attention of the business environmental hazards, risks and concerns.
NETWORK OF INTERACTION:
CRM Management teams
Production Department Management and Team
Quality Department and Team
Senior Leadership Team
Glazing Management Team
Skilled in Change Management
Optical glazing experience preferred
Flexible approach to work tasks
LANGUAGES:
Fluent written and spoken English
Other languages desirable
