Group customer experience & support Manager (M/W)
hace 3 días
Dardilly
About BAYROL BAYROL Group, a subsidiary of KIK Consumer Products, North America is a leading name in the pool and water treatment industry, known for delivering high-quality, innovative solutions for private and commercial pools. With decades of expertise and a strong commitment to sustainability, BAYROL combines advanced technology, customer-centric design, and reliable service to create safe and enjoyable water experiences. BAYROL Technik is a dedicated division focusing on technical products such as electrolyzers and automatic dosing systems, driving innovation at the intersection of engineering and customer needs. BAYROL values – ethics and customer orientation, respect and transparency – form the foundation of our culture and our DNA, carried forward every day by our employees. To support our continued growth, we are looking for a Group customer experience & support Manager (M/W) In this international coordination role, under the responsibility of the Marketing Director, you will help shape and continuously improve the customer support and training experience across the BAYROL Group (technical equipment and chemical range). You will act as a key connector between markets, service partners, sales teams, product management, and customers — ensuring that support is professional, consistent, human, and solution-oriented. You enjoy interacting with people, understanding customer needs, coordinating stakeholders, and helping others succeed. This is a high-impact, technical leadership role at the core of our premium positioning. You will ensure that BAYROL delivers best-in-class technical support and after-sales services, while building a state-of-the-art training and enablement framework across all markets. Based in France (Lyon) – International scope: France, Germany, Spain & Export Markets Key Responsibilities • Own, coordinate and continuously improve the global technical support ecosystem (after-sales services, hotlines, processes, and standards), • Define and implement service standards, workflows, and KPIs to ensure consistent and high-quality customer support, • Manage and govern external service providers, ensuring performance, compliance, and continuous improvement, • Oversee after-sales processes (returns, warranty, repairs) and ensure efficiency and transparency through appropriate tools and systems, • Drive the development and deployment of customer support tools and digital solutions, • Define and roll out a global training strategy for both chemical and technical product ranges, • Develop high-quality and engaging training materials (presentations, videos, webinars) and support local teams in delivering consistent technical guidance, • Collaborate cross-functionally with R&D/product development, local technical support and other stakeholders to ensure alignment and customer satisfaction, • Monitor performance through KPIs and reporting, identify root causes of issues, and implement continuous improvement actions, • Act as the voice of the customer internally, structure and organize feedback to get the most out of it, and enhance products, services, and processes What we are looking for • Technical education and background (mechanical, electronics, mechatronics, water treatment) or equivalent experience, • Minimum 5 years of experience in technical support, technical Applications, or service management, • Strong experience in B2B / B2C environments and after-sales support for technically complex products, • Proven ability to operate as a technical authority, with credibility across internal teams and external stakeholders, • Solid understanding of customer support processes and training methodologies, • Excellent communication and interpersonal skills, with strong cross-functional collaboration capabilities, • Fluent in English (company language); German and/or Spanish are a plus What We Offer • An attractive compensation package and company pension scheme, • A collaborative and people-oriented company culture, • A dynamic and international work environment with flat hierarchies, cross functional teams, • A key role with high visibility and impact on customer experience and business performance, • Flexible working conditions and career development opportunities This position is open to candidates with disabilities. At BAYROL, we believe that diversity is a strength. We are committed to providing equal employment opportunities and fostering inclusion and diversity within our teams. Want to join us? We look forward to receiving your application at the following email address: HRBAYROL@bayrol.eu