Customer Service & Support Business Analyst (H/F)

Description: Description Headquartered in Paris, Devialet is on a mission to put sound back at the center of our lives, innovating across acoustics and purposeful design. Our expansion began with ADH®, a revolutionary patented invention that would forever change high-end amplifiers. This hybrid technology seamlessly blends digital and analog to produce sound quality unlike anything previously experienced.At Devialet, each day is more electric than the last. That?s what it means to be part of an incredible adventure with highly skilled, highly engaged, creative talents. ?Our engineers, designers, sales, marketing, manufacturing and operations teams are obsessively dedicated to inventing tomorrow and most of us genuinely connected to sound or music as individuals. ?So we can carry on delivering incomparable emotion to as many people as possible. We are looking ?for? talented women and men who want to support our projects and values. The revolution of high end audio can be yours as well.MISSIONSPerform Research and AnalysesExtract critical data from our Information system, mainly on Customer service tools and process - by segment, languages, region, audience and sales motion (pre sales vs. post sales)Analyse ambassadors? performance via shadowing process to understand tool usage, complexity or friction within ambassador/customer journey, best/worst performers and fixesDefine key programs to increase service level, customer engagement and satisfaction, develop appropriate monitoring tools , forward alerts, and participate actively on the delivery, committed to flawless executionIdentify main areas of improvement within customer service and support from customer and partner contact (pre or post sales) to priority actions, risk management, resolution and learning loop back to R&D, Manufacturing, Sales, Marketing and/or Operations. Build action plans and execute improvement planSchedule actions plan and time to deliver improvement planExecute, monitor and enrich or correct action plans.Coordinate actions with other stakeholders (Regional customer Advocacy manager, Customer service manager, IT PMO, CX Manager, etc?) to deliver the defined action planAlert on project delays and how to mitigate impact on operationsDeliver a Best practice plan inline with data analysis by sub-segmentsPilot Programs defined by data analysis.Give a hand to Customer service and support manager by :Leading improvement plans or strategic projects (AI Bot, Telco development, etc?)Building and consolidating Forecast volume and following its adherence (monthly / Yearly basis) - operate a quarterly review of forecast adherence and investissement trade offDefining cost of services (Monthly / Yearly basis).Scanning technologies which can be set into CSS to fit the ?Develop strategies? panel of servicesBuilding CPE survey for Partners segmentFollow Key Performance Indicators.PROFILE Master's Degree or equivalent qualification (University / Business School) in marketing/business analytics3-5 years of experience in program management, with a good knowledge of data mining toolsProficiency in Excel and Program Management ToolsExperience working with Zendesk is a plus Your human qualities: empathy, attention to detail, sense of urgency, rigor, sense of ownership.You are fluent in English & French in order to develop within a company that is becoming more international ever