Customer Service Manager (Fixed Term Contract)

Country/Region: FR Connect with Eutelsat Be part of a new era in communications, transforming connectivity with Eutelsat – the world’s first GEO-LEO integrated global satellite operator. As a leader in satellite communications, we provide global connectivity solutions - connecting businesses, communities, and governments around the world. We can connect you at on land, at sea and in the air. We also deliver broadcast television channels and packages, transmitting vital news reports around the world. With Eutelsat You’ll Get To: • Pioneer the future of Space Technology • Bring connectivity to remote frontiers • Collaborate with customer-centric experts • Embrace cultural diversity in our global team In a dynamic industry where passion drives our teams to make a difference to become the most trusted partner for global satellite connectivity, you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space. Why Eutelsat ? • Commitment to Diversity & Inclusion: With colleagues from over 75 countries, we embrace our global DNA and are committed to creating an inclusive workplace. We are proud that one-third of our executive team and 60% of our board are represented by women. • Ways of Working That Drive Us: As "One Team," we work collaboratively towards shared goals, with customer-centricity, respect, and inclusivity as our guiding principles. • Sustainability at Our Core: At Eutelsat, sustainability is more than just a word; it’s woven into our strategy. We’re dedicated to balancing social, environmental, and economic growth — both on Earth and in space. • Work-Life Balance: We offer flexible schedules and hybrid work options to help you balance your personal and professional life. At Eutelsat, we are committed to supporting your well-being and ensuring you have the flexibility you need to succeed both at work and at home. Ready to grow with us? Apply today and help us build a more inclusive, sustainable future in the world of satellite technology About the role As Customer Service Manager, you will drive customer excellence across Eutelsat’s Video Operations. Acting as the central interface between customers, operations, commercial teams, and management, you will ensure customer-impacting events are addressed effectively and translated into measurable service improvement actions. You will be in charge of the following activities: Lead the customer satisfaction process, including surveys, feedback analysis, corrective actions, and reporting. Manage the full lifecycle of technical complaints, from intake and root cause analysis to action plan follow-up and closure. Gather and structure customer feedback from multiple channels, ensuring proper escalation and follow-through. Organize regular service reviews with key customers, including SLA performance, Hypercare follow-up, and service quality discussions. Coordinate post-event communication with customers, including post-mortem reviews, tracking of corrective and preventive actions, and preparation of service review reports. Support Commercial teams with service SLA reviews, incident summaries and satisfaction indicators. Coordinate cross-functional action plans with Operations, Engineering, Commercial, Support, IT, and other internal stakeholders. Lead customer service governance meetings and track service improvement initiatives. Oversee service termination ensuring contractual timelines and customer communication are respected. Profile & Experience At least three years of relevant customer service experience in an operational environment. Master's degree in Telecommunication or Satellite Engineer or Network Engineering Knowledge of broadcast video distribution technologies or willingness to learn Strong organization, communication, and interpersonal skills with ability to pro-actively engage with all the stakeholders Strong coordination, communication, and stakeholder management skills. Analytical, detail-oriented, and solution-focused mindset. Good knowledge of incident management, SLA frameworks, and service performance monitoring. Familiarity with ISO 9001 and continuous improvement practices. Proficiency in English and French P ersonnal skill & Values We are looking for someone whose personal qualities align with Eutelsat’s values, with a strong customer-oriented mindset, a collaborative approach, and a high sense of accountability. Where you will be : Issy les Moulineaux, Paris, France Eutelsat treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by Eutelsat and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time). This role is a Eutelsat job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.