Responsable des Services et des Opérations H/F/X

We are seeking a dynamic and experienced individual to join our team as a Service and Operations Manager. As a key member of our team, you will be responsible for ensuring the smooth operation of our services, including security, punctuality, customer satisfaction, and ticket sales.

Your primary responsibilities will include:

• Animating and piloting the performance of the team on various themes: security, safety, punctuality, customer satisfaction, passenger information, agent satisfaction, sales, and revenue.
• Accompanying and implementing the evolution of the profession, leading change and continuous improvement ideas within the team.
• Ensuring the availability and proper functioning of work tools (sales tools, digital applications, control materials, etc.) to achieve quality of service, production, and revenue objectives.
• Animating the resolution of irritants: following and measuring site management dysfunctions at the Lille-Europe Terminal Transmanche and ensuring their resolution in the shortest possible time.
• Contributing to continuous improvement by conducting post-event analyses, participating in Experience Feedback sessions, and attending meetings with business references.

The position is primarily Monday to Friday during the day, with regular weekend and holiday shifts. The position is based at the Lille-Europe Terminal.

Requirements:

• Strong knowledge of railway station management (type Gares & Connexions) and supplier management.
• High sensitivity to customer service (customer culture and sense of excellence).
• Ability to handle operational problems without losing sight of medium- and long-term goals.
• Ability to work in teams and networks.
• Dynamism, ability to take responsibility and motivate teams.
• Sense of organization, autonomy, rigor, and exemplarity.
• Knowledge of private law and SNCF regulations.
• Mastery of the fundamentals of Operational Excellence (EXOP).
• At least 5 years of experience in railway service and operations.
• At least 2 years of management and operational experience in the railway sector.
• Good mastery of English, both spoken and written.

Benefits:

• Free Eurostar tickets
• Reduced-price tickets for friends and family
• Inclusive cultural environment that values training and development
• Many other benefits and discounts