Customer Experience Manager - French Speaking

Deliveroo

Care Operations Manager - French Speaking Location: London, hybrid working with 3 days minimum in the office As a Care Operations Manager, you will be responsible for overseeing the daily operations of one of our contact centre teams based at our BPOs. You will collaborate with other departments to drive overall business success. Additionally, you will be expected to analyse operational data, identify areas for improvement, and implement strategies to enhance productivity and quality.   Responsibilities   * Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams * Work with multiple stakeholders (global and local) to own and manage day to day performance of service queues for customers, partners, and riders across multiple channels * Create business insights and targets to measure Care performance * Lead on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required * Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies where required. * Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders * Manage the performance of our outsourced partner(s), identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in your markets * Make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for all three sides of the marketplace * Relentlessly drive change - surfacing issues across Care operations, generating hypotheses, and landing improvements * You will present weekly, monthly and annual performance against Care action plans and objectives. * Participation in the 24/7 emergency on-call rota, which works out at being on-call roughly one week every quarter.   Requirements   * Fluent in French * 2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house). * Can prioritise effectively - leading on multiple project workstreams concurrently and independently * Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics * Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH) * Has an excellent verbal and written communication skills * Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi. * Takes personal accountability for quality and accuracy of work * Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green.   Why Deliveroo?   Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.   We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.   Workplace & Benefits   At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.   Diversity   At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.   We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. ABOUT THE TEAM Stripe’s Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company. WHAT YOU’LL DO We are looking for a motivated and curious professional to manage a book of enterprise customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.  The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.  RESPONSIBILITIES * Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe’s enterprise customers * Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction  * Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights  * Perform business reviews to align on user priorities, review payments performance metrics, share Stripe product roadmap and provide guidance on how to optimize the value from Stripe * Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience * In coordination with an account team, support book expansion--identifying and surfacing opportunities to ensure customers are successful. WHO YOU ARE We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 4+ years of experience in a client-facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product * Fluency in both French and English * Strong business sense and understanding of underlying drivers and strategy of our user’s businesses * Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions * Strong analytical skills * Excellent operating rigor including organizational and time management skills * Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders * History of success as a consultant, pre-sales, technical account management, or equivalent * Proven track record of achieving targets and goals, preferably in a sales setting * Track record of managing large, complex projects and/or programs * Has handled difficult customers or situations and can demonstrate resolutions * Willingness to tackle things on your own * Ability to navigate data and people to find answers * A capability to work well with a wide range of people, both internally and externally * The motivation and flexibility to work well in a high-growth environment where things change quickly

Vivid

ABOUT THE ROLE Vivid Money is redefining how modern SMEs and corporates manage and optimize their capital — multi-IBAN accounts, high-yield Treasury products, multi-currency infrastructure, FX, cards, and accounting integrations, all in one place. As we scale our SME banking, we're looking for a Key Account Manager to own and grow an existing book of business. This is not a purely new-logo-hunting role — it's about deepening relationships, driving retention, and unlocking the full value of Vivid for accounts that already trust us. If you combine commercial drive with an analytical mindset and want ownership in an AI-first scale-up, this role is for you. YOUR MISSION * Maintain and grow your SME book of business, focusing on up-sell, cross-sell and renewals  * Proactively build and nurture long-term multi-stakeholder relationships  * Maximise feature and product alignment to deliver best value to Vivid clients * Monitor, forecast, build and report on your pipeline within company CRM * Present, negotiate and structure complex pricing models to your designated accounts  * Follow account management processes, providing relevant feedback to your management  * Act as a voice of the customer and collaborate cross-functionally to enhance user experience  * Consistently achieve and exceed company targets YOUR PROFILE * A degree in business administration, finance, or a related field (and/or relevant professional experience) * A minimum of 2 years experience in Sales and / or Account Management, ideally in the FinTech or financial services sector * Excellent written and verbal English and French; other languages are a plus. * Analytical mindset  * Proficiency in CRM systems (preferably Salesforce and Aircall)  * High level of organisation, prioritisation and accountability with willingness to thrive in a fast-paced scale-up environment  * KYB, AML and risk mitigation knowledge is a plus  * Understanding of specifications of your designed market is a plus  * Proficiency in AI tools is a plus  PLEASE PROVIDE YOUR CV IN ENGLISH. WHY JOIN VIVID? * Hybrid or remote way of work. * Direct influence on go-to-market strategy and revenue growth. * Significant ownership from day one and strong growth opportunities. * AI-first culture — we use it every day, not just talk about it. * Learning & development budget. * Fully paid vacation and sick leave. * Sports compensation. COMPENSATION RANGE Total target compensation of €45,000 – €70,000 gross annually (base salary + performance-related bonus). Final compensation is determined individually, based on your experience, skills, and the scope of the role, assessed against objective, gender-neutral criteria. ABOUT VIVID At Vivid, we're on a mission to change how businesses and individuals manage their money across Europe. For businesses, we build tools that actually make a difference: multi-IBAN accounts, high-yield savings, business cashback, team cards, and accounting integrations that save real time – all in one place. And for individuals, everything you need to grow your wealth: investments in global stocks, ETFs and 150+ cryptocurrencies, cashback, and personalised financial insights. Our mission? Your success. Everyone deserves the chance to see their finances flourish, and we're dedicated to empowering our customers to make this a reality. Founded in 2019 in Berlin by Alexander Emeshev and Artem Iamanov, Vivid has quickly grown into one of Germany's top financial platforms for SMEs and private accounts. Since then, we've expanded rapidly across Europe, earning the trust of over 500,000 customers – and with over €200 million raised and a valuation of €775 million, we're just getting started. We're building Vivid as an AI-native organization – across every function, from product to compliance to operations. For us, this means agents handle the execution while our people focus on architecture, strategy, and decision-making. We want to help define what AI-native looks like in a regulated financial environment – and we're looking for people who want to build that future with us.