Job Description

Mission:

As a key member of the Brand Experience Team, you will define and deliver the global customer experience at all steps of the journey (choose, buy, install, onboard, use...) for all customers (pro and end users), on all channels and for all brands.

Activities:

• Work closely with channel management, customer care, offer management and local teams to understand customer pain points and needs. Considering all business and brands’ stakes, define the targeted customer experience for every customer, on all channels, for each brand and on all touchpoints.
• Lead the delivery of this experience: prioritize key milestones (projects and countries), secure budget allocation, drive project teams (business, ux, it, local deployment...) to ensure customer centricity and time to market deadlines.
• Implement monitoring and continuous improvement processes for customer experience excellence.
• Manage and develop a team of experts and animate a large community of customer experience passionate people – to foster customer centricity in the Group.
• As a member of the Brand Experience Team, you will also be the guardian of the 360° view of a brand (awareness, offer consistency, marketing activation, customer experience).

Qualifications

Experience of 10 to 15 years in CX positions. Strong skills in:

• Customer Centric driven approach (strong understanding of service and UX design methodology).
• B2B and B2B2C Omnichannel and Digital Experience and/or Digital product management
• Merchandising – offline & online
• Ecommerce (payment, delivery, post order management) & offline bying experience.
• Building Customer Care Services.

You will enjoy this position if you are:

• Customer centric
• Business and data driven
• Tech Savy
• Able to build strong convictions and get everyone on board
• Interested in understanding local specificities and animating international teams

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