Program manager - customer service h/f

Embarquez dans l'univers des logiciels avec le groupe Sogelink, pionnier de la transformation digitale dans le secteur de la construction et des infrastructures depuis près de 25 ans.

En tant qu'éditeur de logiciels, le groupe Sogelink, c'est :
- 12 offres logicielles couvrant toute la chaîne de valeur de la construction
- 18 000 clients
- 220 000 utilisateurs
- 8 bureaux en France
- 2 filiales, Pays-bas et Norvège et 3 agences à l'international
- Des valeurs fortes : Audace, Inclusion et Engagement

Alors prêt.e à rejoindre l'aventure ? An adventure made for you
Unleash your full potential by joining this adventure : this position is open to everyone. What matters to us are your values and mindset. About your profile :
- You bring solid experience in a software or tech environment.
- You manage complex projects with clarity, structure, and impact.
- You apply continuous improvement methods such as Lean to drive operational excellence.
- You have hands-on experience with CRM, AI, chatbot, or ticketing solutions.
- You enjoy working cross-functionally and driving change at scale.
- You are fluent in both English and French, written and spoken.
If you recognize yourself in these points, then welcome to the Sogelink adventure !
Your adventure missions
As a Program Manager - Customer Service, you'll play a pivotal role in transforming how we support our customers, in France and internationally.
Reporting directly to the Head of Customer Care, you will BE part of the leadership team and collaborate extensively with national and international stakeholders to structure, scale, and elevate our customer service operations.
- Lead and implement transformation programs within the Customer Care team.
- Optimize and digitize our tools and processes (CRM, ticketing systems, AI, chatbot solutions).
- Ensure effective prioritization, escalation, and resolution of customer inquiries.
- Roll out internal training initiatives (train-the-trainer approach) and best-practice tools such as TeamViewer.
- Develop and monitor KPIs and dashboards to drive continuous improvement.
- Work closely with IT, Sales, and Product teams to align on tools, processes, and strategy.
By joining Sogelink, you take on a strategic role with high visibility and impact. You'll help shape the future of our customer service approach while evolving within a fast-growing, innovative, and international environment.
What we offer
- A key role with real influence in a growing, evolving company.
- The opportunity to shape the future of customer service in an international organization.
- A collaborative culture that values innovation, autonomy, and personal development.
An adventure like no other
Among our commitments
- Remote work policy
- Diversity & Inclusion : A Handi-welcoming company and an active mentorship program
- Corporate Foundation & Linkmakers : We support 2 new associations every year
- GreenMakers Collective : Environmental actions and initiatives all year roun
- Tailored career development : Career reviews, training plans, internal mobility opportunities
Ideally located offices
Our offices are based in Caluire-et-Cuire, just a few steps from the iconic Parc de la Tête d'Or. Easily accessible by public transport, bike, scooter, or car, our workspaces are designed to adapt to everyone's needs with collaborative areas and peaceful environments.
Your compensation package
Your compensation includes
- Fixed salary based on profile
- Performance-based variable bonus
- Profit-sharing and incentive schemes
and many other benefits
- Vacation bonus
- Swile restaurant card
- 100% company-covered health insurance and provident coverage
- Access to Coline.care, a dedicated platform for health, well-being, and support at work
Step into the adventure : what's next?
Our recruitment journey
- A first phone conversation with a recruiter
- An interview with the recruitment team and your future manager
- A final interview with an HR representative and a director or department manager
Your onboarding experience
From Day One, you'll follow a tailored one-month integration program designed to help you explore all departments, teams, and expertise areas across our Group.