My Yago

After Sales Lead

Démarrage souhaité: 02/09/2024

Experienced and a Passion for Customer Care or Aftersales? Shown aptitude for team management and for Operations optimisation? Want to shape and design the operations of Customer Care using AI? Want to make a difference and join a fast-growing and exciting company?

👀  Keep Reading!

We have an exciting opportunity for an experienced After Sales Lead to join our Scale Up aiming at shaking and simplifying the Insurtech sector. Thanks to our digital platform and our great client service (NPS>79% in 2023), we simplify and change the way to deal with insurances.

With a turnover multiplied by x3 in just 3 years, and with great ambitions for the future on the B2B segment (x4 in 3 years), we are looking for an ambitious person to support that growth.

🎯 Your mission : Satisfy and Retain clients, Support your Team, Co-design & Bring Structure

Managing a team composed of 3 direct reports (3 Team Leaders managing a total of 13 FTE), you will be responsible for running & improving our After Sales Services (Legal Team & Customer Care team). Your ultimate goal : make sure that clients are highly satisfied with our efficient service and that they stay at Yago.

With strong year-on-year growth plans, this function will be critical to the success of the business and so you will be an intrinsic part of this success.

If you have a passion for Customer Service, together with experience in managing a team and in transformation, then we’d love to talk to you!

Mission 1 :⭐️ Manage Performance to Satisfy & Retain Clients (70%)

  • Responsible for performance of the AfterSales Team 20%
    • Structure and organise the team
    • Improve KPIs and targets defined for the various teams (customer satisfaction, client retention and churn rate, …)
    • Monitor and run operations so that targets are met
    • Identify improvement opportunities of our operations in Aftersales
    • Implement necessary actions, while keeping the team engaged
  • Responsible for insurance quality 20%
    • Negotiate and manage relationships with insurance companies with regards to customer care and claims
    • Manage the integration of acquisition of client portfolio
  • Hands-on responsibility 30%
    • Directly handle complex client issues or support the team in client interactions, when necessary.
    • Assist in B2B commercial pitches and provide support during peak periods or staff shortages.

⭐️ Co-design & Bring Structure (15%)

  • Own, drive & execute our strategic projects (we work with the OKR method) that will help Yago to get a great Client retention rate, Customer satisfaction rate,…
  • Optimise the use of our resources (tools, people, time…) to maintain efficiency, including in case of growth in our client portfolio
  • Collaborate with other teams (Sales, B2B, Product, Tech…) to optimise the onboarding and service of all our clients

⭐️ People - Support & Grow the Team (15%)

  • Inspiring Leadership: Promote a work culture focused on responsibility and efficiency, and know how to inspire and help your teams grow.
  • Responsible for the continuous training & development of the team and coach your team and their carreer path
  • Guardian of the work ethics/culture, well-being & retention of the team

🎁 What we offer

  • The opportunity to join an ultra dynamic start-up recognized for its performance as well as a team that strives for excellence
  • A great place to work :
    • 45% of our employees are actively engaged at work ! (vs. 11% in Belgium, or 7% in France). We are very close to the best companies in the world (60% of engagement)
    • 94% of our employees feel that we care about them as a person, and no one gave a negative answers to that!
  • We care and support you every week, through a 1t1 meeting with Tanguy - Co CEO, to check in, give you focus and to develop your skills, and thus ensure your progress.
  • The opportunity to work in a fast-paced environment where things can change quickly for the better
  • An individual skills development plan around the following aspects
  • A salary based on a fixed and a monthly variable based on collective objectives, plus additional benefits (meal vouchers, great health insurance, mobility budget…)

💎 Your Profile:

  • You have 5+ years of experience in customer care / after sales / client management
  • Ideally, you have 3+ years of experience in insurance
  • You love Operations Management and have a proven track in optimisation of Customer Care / Customer service
  • You master KPI and tools related to Customer Care Management (we use Zendesk, Pipedrive as CRM, Zapier to automatize).
  • You are pragmatic, data driven and process oriented. You are a doer, with a talent for making things happen; you have the ability to implement solutions and exceed your goals. A past experience in a startup / scaleup, or as en entrepreneur is a plus.
  • You have a passion for delivering quality work, an empathetic understanding of customer needs, and a sharp “professional conscience”.
  • You have communication skills that help you to drive change
  • Great human skills with 2 years of experience in managing People or a coaching experience
  • Strong ability to coach and bring teams to higher performance standards and hitting targets
  • Speaks fluently French & English. Speaking flemish is a strong plus.
  • You like to learn, and are interested in discovering a scale-up environment

How to apply ?

For this role, the recruitment process is as follows:
- a first interview with Pierre, our Head of People to discuss your motivations, and to see if there is a fit between what you are looking for and what we expect. (video call)
- a second interview with Tanguy, the Co-CEO of Yago, preferably at the office, face to face
- potential other interviews with Hugues, the other Co-CEO and with other team members

For more info on Yago and about the recruitment process, please read further here