Customer Care Manager (m / w / d)

We are looking to fill the position as soon as possible. As part of the artelis Group, cegecom S.A. and VSE NET GmbH combine their strengths within the VSE Group. Our portfolio includes the design, construction, and operation of comprehensive telecommunications solutions, as well as the provision of data, internet, and voice services—areas where quality and bandwidth are key. We focus on delivering customized solutions to business clients in Luxembourg and Germany, as well as to national and international telecom providers. Key Responsibilities : Sales Growth & Revenue Generation Develop and execute strategies to drive sales of Unmanaged Accounts. Increase customer retention, contract renewals, and upsell opportunities. Implement targeted phoning campaigns to re-engage inactive accounts and drive conversions. Utilize direct marketing initiatives to enhance customer engagement. Sales Support Department Optimization Reorganize and enhance the Sales Support Department to improve efficiency. Develop and implement best practices for handling customer inquiries, order processing, and escalations. Train and mentor the sales support team to ensure high performance and customer satisfaction. CRM Systems & Process Improvement Optimize CRM tools and workflows to improve customer data management and reporting. Implement automation for follow-ups, customer segmentation, and performance tracking. Analyze CRM data to identify trends, opportunities, and areas for improvement. Customer Experience & Journey Enhancement Map and optimize the customer journey, ensuring seamless interactions across all touchpoints. Develop proactive customer care initiatives to reduce churn and improve loyalty. Implement customer feedback loops to continuously enhance service quality. Collaborate with marketing and sales teams to align customer care initiatives with business goals. Key Qualifications & Requirements : Deep understanding of telecom and ICT services : Data, ISP, Voice and Data Centers Proven experience as a Customer Care Manager Strong background in sales, customer retention, and upselling strategies. Experience in phoning campaigns and direct marketing initiatives. Proficiency in CRM tools. Excellent leadership, communication, and problem-solving skills. Ability to analyze data, generate insights, and drive informed decision-making. Bachelor's degree in Business, Marketing, or a related field preferred. Key Performance Indicators (KPIs) : Increase in revenue from Unmanaged Accounts. Customer retention rate improvement. Growth in contract renewals and upsell conversions. Effectiveness of phoning campaigns (conversion rates, customer engagement). Efficiency improvements in Sales Support processes. CRM utilization and automation effectiveness. Enhancements in customer journey and satisfaction metrics. Your Benefits : Family-friendly company culture Health promotion and preventive care initiatives Flexible working hours and models Meal vouchers Support for further education and training Strong professional network within the E.ON Group At artelis s.a., diversity matters. We welcome all individuals and firmly believe that our differences make us stronger. Become part of our inclusive and diverse corporate culture! If you are a result...

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