Customer Care Manager– France

Scope:

Telecommunication products

About TCL:

TCL was ranked as Forbes 2023 World’s Best Employers.

Founded in 1981, TCL Electronics (HKSE stock code 01070) is a leading consumer electronics company with 25,000 employees in 78 countries. The group, which specialises in LCD televisions, is the world's second largest. TCL Electronics has developed highly specialised expertise, favouring vertical integration, i.e., the manufacture of its products from A to Z. TCL's slogan, "The Creative Life", sets the tone.

Present in Europe since 2007, the European Headquarters is in Issy-les-Moulineaux, France. The role of the European branch is to strengthen TCL’s brand in Europe and manage the company’s commercial and strategic development, supported by its sales, marketing and after-sales services teams. TCL has gained market recognition in all categories including Android TV, TV panels, LCD TV, Telecommunication products, Audio products, Air conditioners, Refrigerators, Smart LTPS, and Washing machines, etc.

The development of our team is of great importance to us. We make sure that each one of our employees could take on more responsibility if they wish to do so. Well-being, listening, and equal opportunities are important to us.

Job Location

Issy Les Moulineaux, France

Direct report

60% to Country Manager, 40% Functional report to Customer Service Telecommunication Manager

Travels

Quarterly to Repairs Centers, on demand to Customers.

Type of Contract

Indefinite.

Job Purpose:

The Customer Care Manager France is responsible for implementing and managing the customer service strategy tailored for the telecommunication products to the French market. This role ensures an excellent post-sale customer experience by leading after-sales operations, optimizing support processes, and supervising technical partners and service providers. The manager also acts as the interface for product and service quality, with the goal of aligning customer satisfaction and operational efficiency.

Key Responsibilities:

1. Customer Service Management

• Define and implement the customer service strategy for the French market in line with Country Strategy and European service strategy.
• Supervise technical partners (repair centers/ASPs).
• Ensure a high level of service quality and reduce response times for customer requests.
• Coordinate and monitor services delivered by repair centers and external partners.
• Collaborate with the European Call Center to ensure consistency and efficiency.

Prepare weekly report to management and monthly report to summarize key performance, takeaways, action plans for the territory.

2. Performance Monitoring

• Monitor and analyze key performance indicators (KPIs): customer satisfaction rate, resolution time, return rate, after-sales cost.
• Track SLAs (Service Level Agreements) with carriers and retails channels and distributors and escalate if deviations occur.
• Prepare and manage the local warranty budget in line with company targets and guidelines; verify, approve and submit invoices related to after-sales activities.
• Raise internal alerts for product or client-related risks.
• Propose and implement corrective action plans as needed.
• Provide regular performance reporting to management (monthly KPI dashboard, trends).

3. Customer Experience and Continuous Improvement

• Identify areas for improvement in the post-purchase customer journey.
• Drive optimization initiatives such as automation, digitalization, CRM and after-sales tools upgrades.
• Develop policies, processes, and standards to improve customer support delivery.
• Analyze customer feedback and data to identify service pain points and opportunities.
• Contribute to the development and refinement of the “French Durability Index”.

4. Quality and Cross-functional Coordination

• Serve as the main point of contact for product and service quality issues.
• Analyze service and quality data, report defects and collaborate on corrective actions.
• Represent the French market in cross-functional improvement projects.
• Support the integration of systems and processes across sister organizations within TCL.
• Assist other product categories and departments in post-sale activities when required.

Required Profile and Experience:

• Previous experience in a similar role within the telecom, electronics, or fast-paced consumer goods industry.
• Experience with both B2B and B2B2C customer service environments is highly preferred.
• Proven track record in managing customer service teams and third-party service providers.
• Experience working in a multicultural and international environment.Familiarity with telecommunication devices (Mobiles, MBB-CPE, Tablets, Wearables…) manufacturers, carriers, different channel or distribution (multi-specialist, mass, e-players), or related product categories is a plus.

Skills and Competencies:

Technical Skills

• In-depth understanding of customer care operations and after-sales services.
• Strong command of CRM/SAV tools and ticketing systems.
• Knowledge of French consumer protection regulations, including legal warranty obligations.
• Data-driven decision-making and KPI analysis skills.
• Ability to manage contracts and external service providers.

Soft Skills

• Customer- and results-oriented mindset.
• Leadership and team management capabilities.
• Strong negotiation, diplomacy, and crisis management skills.
• Excellent communication skills – both written and verbal.
• Ability to work independently, manage priorities, and adapt quickly.
• Resilience and proactivity in a fast-changing environment.
• Ability for multi-reporting

Languages:

• Fluent French – Native or C2 level
• Professional English – Minimum B2 level required (both spoken and written)