Director of Operations for Sales, Billing & Customer Service

Contenu de l'offre Director of Operations for Sales, Billing & Customer Service chez Comforts of Home

Applications without a cover letter will not be considered.

Director of Operations for Sales, Billing, and Customer Service

Comforts of Home - Paris

Comforts of Home, rapidly-growing provider of serviced apartments to American student travellers in Europe, seeks a Director of Operations for Sales, Billing, and Customer Service to support the growth of these areas in existing and new markets; to ensure optimisation of these activities with company’s financial operations and marketing and reporting activities; and to lead the migration of sales, billing and service operations activities through the implementation of new operating systems.

Managing nearly 2000 beds in serviced apartments for use by study abroad customers in Paris, Florence, Rome, Barcelona, and Madrid, Comforts of Home allows students to live like locals in apartments shared with other students, supporting their residency with American-style comfort and customer service. In operation for 5 years, the Company has about 50 employees located across these destination cities, as well as in a marketing office based in Austin, TX, USA. Half of the Company’s employees are located in its corporate headquarters in Paris, France, where the Director of Operations for Sales, Billing, and Customer Service is expected to be located.

Most of the company’s student residents are associated with various educational or study travel organizations. These residents are enrolled and billed on an individual and/or group basis through web-based registration applications, through cloud-based third-party student billing software, and through the company’s ERP and accounting system, NetSuite.

Comforts of Home’s billing operations and customer service team currently consists of a staff of 4, with additions expected in the future. The Director of Operations for Sales, Billing, and Customer Service will manage this team and these tools to meet the company’s operational and service standards and support the development of new systems and tools to better conform to the company’s business processes. These activities will focus on, but not necessarily be restricted to, the Company’s individually-billed student residents.

Key areas of focus include customer registration and billing software configuration and execution for retail customers; customer life cycle management, including account and security deposit administration; reconciliation of all these activities in the company’s financial systems; reporting on these activities; and, where possible, support of the company’s lead management tools.

The Director of Operations for Sales, Billing, and Customer Service responsibilities will include, but not be limited to, the following:

Understanding the company’s pricing structures, billing practices, and customer life cycle for group and individual clients, from both a customer-facing and a finance department perspectiveSetting service and billing goals for the operations teams to provide excellent customer service and billing support according the company’s business model, and managing the team and tools towards fulfilment of those goalsEnsuring the proper financial tracking of the company’s billing activities, while supporting reporting associated with sales, billing, and serviceSupervising the use of existing software tools, managing the vendors providing them, and assessing these platforms’ adaptability towards the company’s existing and future growth needsWith existing financial and operations teams, playing the role of ‘key internal client’ in the evolution of these tools to support growth and improved functionality.

The ideal candidate will have experience:

working with billing systems and related management tools in hospitality and/or property management environmentsensuring excellent customer service in a service-intensive environment, preferably with international customersworking closely with a Finance Department and with finance software tools, such as NetSuite, to ensure continuity and integrity of data between operating and billing systemsintegrating billing activities with related marketing and reporting systems, such as basic CRM functionalityacting as project manager for complex internal projects requiring close coordination among multiple internal departmentsmanaging a dynamic department to develop flexible, comprehensive systems in a growth company environment.

Requirements include the following:

Excellent written and verbal communication in English and French6-8 years’ experience in sales and billing operations or in closely related fields, preferably in both direct-to-consumer and group billing environmentsExperience with enterprise-style financial software platforms and with related modules such as CRMAdvanced proficiency in Excel (spreadsheet quantitative analysis for operational purposes), Word, Outlook.Ability to work autonomously and strong attention to detail.Demonstrated ability to set priorities, organize work, meet deadlines, and manage multiple projects simultaneously.Enthusiasm for working with a young, fun and flexible team.A valid long-term visa authorizing full-time work in France.

Applications without a cover letter will not be considered.

Job Types: Full-time, Permanent