Customer Service Manager

About the role

We are looking for an experienced, customer‑focused leader to head our Customer Service department at VisilabGroup, part of EssilorLuxottica. In this permanent role you will ensure best‑in‑class support across the entire customer journey, develop a high‑performing team and drive continuous improvement.

Key responsibilities

• Lead, coach and develop a customer service team, fostering a customer‑centric culture.
• Oversee daily ticket management, ensuring service level agreements (SLAs) are met.
• Plan workforce resources and manage staffing levels.
• Monitor key performance indicators such as CSAT, NPS, response and resolution times.
• Provide regular reporting and actionable insights to senior management.
• Define, refine and implement service processes and policies.
• Identify efficiency opportunities and lead transformation initiatives.
• Handle complex escalations and ensure effective resolution.

Required profile

• Proven experience in leading customer service teams.
• Strong operational and analytical mindset.
• Excellent communication and people‑management skills.
• Ability to work in a fast‑paced, multi‑store environment.

Required skills

What we offer

• Permanent contract (100% full‑time).
• Opportunity to work for a global leader in eyewear and vision care.
• Dynamic, inclusive work environment with career development prospects.