Sonia El Khlifi

International Customer Care Manager @Europcar Mobility Group

Ville de Paris, FR

Contributing to the management and the performance of the international Customer Care activities (EMG Group Holding):Internal team management (supervision)External partner steering (outsourcing management)Project lead (customer service projects for the Group):Actively participates in customer service projects (ex: process improvements, new strategies implementation, new products launch, interaction flow changes)Work with central teams to align on customer service expectation and deliverySupport local CS functions to harmonize the CS delivery and bring expertise to themInternal / External Relationships :External outsourcing partnersCustomer Engagement central function including tools & innovation and knowledge & qualityLocal customer service teamsCentral functions: legal, international coverage, partnership, sales, operations, digital, marketing and service lines

ESVE Paris

DEESMA (Diplôme Européen d'Etudes Supérieures en Marketing)