Head of Customer Experience Leader

il y a 3 jours

IssylesMoulineaux, Île-de-France Geopost Temps plein
About Geopost

Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in over 50 countries across all continents through its network of expert delivery brands. These include DPD, Chronopost, SEUR, BRT, Speedy, and Jadlog.

Leveraging industry-specific expertise, Geopost is expanding the development of Out-Of-Home delivery services with Pickup, the densest parcel shop and locker network in Europe. It is also growing temperature-controlled solutions for food and healthcare businesses.

In a world of rapid acceleration and transformation, Geopost engages and explores new e-commerce territories with ESW via Asendia, epicery, and Pourdebon.com. With 57,000 employees, Geopost aims to make commerce more convenient, profitable, and sustainable for customers and communities.

The company is committed to becoming an international reference in sustainable delivery. Geopost is the first global delivery company to have its Net Zero roadmap by 2040 approved by the Science Based Targets initiative (SBTi). Part of the La Poste group, Geopost generated €15.7 billion in revenue and delivered 2.1 billion parcels worldwide in 2023.

Job Description: Head of Customer Experience Leader

We are seeking a hands-on Head of Customer Experience to join our team and drive our group's CX vision and program. Our CX strategy is being shaped and rolled out as a collaborative effort between the Brand and Digital Experience and Market Research Departments.

You will work directly with CX experts in our business units to execute and further develop our global CX Strategy. As part of this ecosystem, you will be a key contributor to the team's mission, which is to consolidate the company's global customer understanding to anticipate and shape future business.

You will report to the Market Research Director, based in Issy Les Moulineaux, and functionally collaborate with the Brand and Digital Experience Director. You will support transversally Geopost teams (sales, marketing, communications, sustainability, etc.) and our local business units by providing relevant customer insights.

You will be part of a multicultural team, with most meetings and materials in English.

Main Responsibilities:
  • Responsibility for Geopost's global CX Strategy and its evolution.
  • Coordination of the Customer Experience/Voice of the Customer (VoC) program.
  • Project management: Roll-out of CX platform & program in all business units.
  • Management of the group-wide CX community and best practice sharing between CX champions of country organizations.
  • Design, mapping, and orchestration of complex customer journeys.
  • Co-design, implementation, and analysis of customer surveys/feedback and derivation of necessary measures in cooperation with business process improvement, Marketing, Customer Service, and IT.
  • Support in identifying and implementing optimizations to reduce customer pain points.
  • Leading cross-functional teams to translate insights from customer feedback into action.
  • Identification of group-wide initiatives and standards to improve the customer experience and their implementation with clear control.
  • Raising CX awareness across the group through training and reports.
  • Promoting a customer-centric culture and driving transformation by being a pivotal member and animator of Geopost's CX Community.
Requirements:
  • A master's degree in business, marketing, or logistics and significant professional experience in customer experience, market research, or marketing (minimum 5 years).
  • Customer focus: whether internal or external, you listen and bring value to your customers.
  • Expert knowledge of voice of the customer systems.
  • Experience in developing and implementing international CX programs that provide actionable insights.
  • Strategic thinking and key performance indicators, customer-oriented thinking and action.
  • Advanced stakeholder management.
  • Proven track record of successfully managing international projects.
  • Ability to work independently and as part of a team.
  • Proactive, autonomous, and result-driven, you deliver on time and expectations.
  • Excellent presentation skills.
  • Very good communication and fluency in English. French is a plus.
Estimated Salary: €80,000 - €110,000 per year

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