Head of Customer Experience

il y a 11 heures

Paris, Île-de-France Asystem Temps plein
About the Role

We are seeking a highly skilled and experienced Head of Customer Experience to join our team at Guud Woman. As a key member of our leadership team, you will be responsible for developing and implementing a comprehensive customer experience strategy that aligns with our company's objectives and vision.

Key Responsibilities
  1. Strategic Direction: Design, implement, and oversee customer experience strategies that meet the tripartite demands of retention, revenue generation, and customer delight.
  2. Coordination & Execution: Take a hands-on approach to customer experience management, balancing steering and executing mission-critical initiatives. Manage high project velocity across multiple stakeholders and foster cross-functional collaboration to deliver a consistent and exceptional customer experience.
  3. Team Leadership: Lead and mentor a dedicated team, including community managers, care experts, CRM specialists, and first-line responders. As the first point of contact with the brand, ensure all touchpoints are warm and empathetic while optimizing cost to serve.
  4. Recruitment & Nurturing: Build the team by identifying talent and recruiting top-tier professionals. Create a nurturing environment that fosters the continuous growth and development of the customer experience team.
  5. Technical Expertise: Demonstrate mastery of customer experience tools and platforms, using data analytics, surveys, and other resources to optimize the customer journey. Continuously assess the ROI of customer experience initiatives and make data-driven decisions to enhance the overall experience.
Requirements
  1. Proven leadership experience in fast-growing B2C companies, preferably with experience in scaling communities and/or e-commerce brands.
  2. Monitor the inflow across all teams and partners, creating a capacity plan for seasonal campaigns and designing processes and policies to get customers the information they need at the right time.
  3. Optimize our service, including selecting the right tools and developing processes to challenge the CX status quo.
  4. As a CX tooling aficionado, know the market for CX operations and implement best practices from top playbooks, upgrading systems as we scale.
  5. Demonstrated ability to recruit, onboard, lead, and inspire CX teams, establishing a culture of high performance in a supportive environment.
  6. Outstanding communication, with an inherent understanding of customer needs and market trends.
  7. Adept at tools like Gorgias, Notion, and Asana for documentation and organization.
  8. Mastery of English. Proficiency in Dutch and/or French is a valuable asset.
  9. Able to travel by train or plane in less than 2 hours to Brussels.

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