Laure, aged 27
Operations Manager in a Customer Relations Centre

« Customer relations is
a real-time job »

What is your job in the Group and what does it entail?

I am in charge of the Customer Relations Centre for
the Dr. Pierre Ricaud, Daniel Jouvance, Isabel Derroisné and Galerie Noémie brands. We reply to various questions from French, German, Belgian and Swiss customers for these brands, by phone, mail and email.

My job is to develop sales and customised, loyalty-inducing relationships with each of our customers. To do this, we use scheduling, statistical and HR management tools, as well as Customer Relations management software.

How do you organise your days?

It is very difficult to describe a typical day! I rarely know precisely how my day will turn out! We need to react rapidly in all circumstances to customer dissatisfaction, technical faults or human problems. Customer relations is a real time job.

Every day, I am in charge of the site’s social management, the coordination of teams. I ensure optimal organisation to implement commercial and relationship operations.

My objectives are also those of the centre: to ensure customer satisfaction, to ensure that the brands respond to customers’ needs, expectations and concerns, to develop sales and optimise the value for money of the Customer Relations Centre.

What appeals to you about this job?

Its diversity! The variety of tasks and contacts.
I’m able to alternate between working in the field and periods of reflection about the improvements to be made.
I’m responsible for coordinating a team of 150 customer advisers currently employed by the site. It’s fascinating work.

What is your training and what positions have you had in the Group since you joined?

Freshly graduated from EM Lyon, I joined the Group in September 2003 as a Customer Relations Coordinator for
the Dr. Pierre Ricaud brand. Six months later, I was given the opportunity to work more broadly with the three other brands then present on the site.
I then moved to another job, which I’ve had for the past two years: Operations Manager in a Customer Relations Centre.

What advice would you give to young graduates who would like to do this job?

Don’t be afraid of unknown territory! I had no prior experience of Customer Relations Centres. And yet I rapidly learned on the job. The Group trusted me to do the tasks assigned to me, which allowed me to develop very rapidly.