Leila Ksia
About Leila Ksia
Leila Ksia serves as the Customer Care Manager at ASUS in Noisy-le-Grand, France, where she has worked since 2021. With a strong background in customer relations and marketing, she has held various roles at Jardiland and has a Master's degree in Marketing and Management of Services from IAE Gustave Eiffel.
Work at ASUS
Currently, Leila Ksia serves as the Responsable Expérience Client - Customer Care Manager at ASUS, a position she has held since 2021. Based in Noisy-le-Grand, Île-de-France, France, she is responsible for defining the Customer Care Service strategy. Her role focuses on ensuring customer satisfaction through effective customer journeys. She monitors key performance indicators such as QS, SLA, DMT, CSAT, NPS, Once & Done, and FCR, and communicates these metrics to various departments within the headquarters. Additionally, she evaluates the quality of services provided by the partner company Concentrix to enhance customer satisfaction.
Previous Experience at Jardiland
Before joining ASUS, Leila Ksia worked at Jardiland for a total of 12 years in various roles. She served as Responsable de la Relation Client from 2015 to 2020, where she focused on customer relations. Prior to that, she held the position of Chef de projet Marketing Clients from 2005 to 2010, and Responsable des Ventes E-commerce from 2010 to 2015. Her early career at Jardiland began as Assistante junior de la chef publicité from 2003 to 2004. Throughout her tenure, she developed skills in customer management and marketing strategies.
Education and Expertise
Leila Ksia holds a Master 2 degree in Marketing et Management des Services from IAE Gustave Eiffel. This educational background has equipped her with the necessary skills and knowledge to excel in customer care and marketing roles. Her expertise includes monitoring key performance indicators and implementing strategies to improve customer satisfaction and brand image.
Team Management and Development
In her current role at ASUS, Leila Ksia manages a team of seven individuals. She focuses on their professional development and skill enhancement, ensuring that the team is well-equipped to meet customer care objectives. Her leadership style emphasizes the importance of teamwork and continuous improvement within the customer service domain.
Projects and Initiatives
Leila Ksia has implemented a project for an E-reputation solution aimed at enhancing ASUS France's brand image on the web and social media. This initiative reflects her commitment to improving customer engagement and satisfaction through innovative solutions.