Customer Experience Lead

**About us**

autone is reimagining the future of retail with cutting-edge AI-driven intelligence, empowering brands to make smart, waste-free decisions that drive growth and efficiency. Trusted by over 50 global brands, we blend advanced AI and deep retail expertise to unlock seamless collaboration between supply chains and human insight. The result? Reduced inventory waste, boosted sales, and precise forecasting that saves money and enhances operations - all while empowering teams to focus on what they do best.

Founded in London in 2021 and backed by industry giants like Y Combinator & General Catalyst, autone is moving fast to transform retail as we know it. Join us on this journey to a smarter, more agile future.

**Role Overview**:
As the Customer Experience Lead for France, you will be responsible for the successful onboarding, engagement, and satisfaction of our French customer portfolio. In addition to driving strategic implementation and platform adoption for your own customer portfolio, you will also lead a team of Customer Experience Managers in France, ensuring regional excellence and alignment with global standards.

**Key Responsibilities**:

- ** Customer Experience Leadership**
- Lead the Customer Experience function in France, managing and mentoring a team of Customer Experience Managers to ensure high performance and professional growth.
- Oversee regional planning activities—including hiring, team structuring, and resource allocation—while driving the execution and continuous improvement of onboarding and customer experience initiatives.
- Ensure a consistent, high-quality customer journey across all French accounts by standardizing implementation practices, communication approaches, and success planning strategies.
- Act as the primary point of escalation for complex customer issues or internal challenges, providing guidance and resolution to support both the team and our clients.
- ** Customer Onboarding - For strategic / complex projects**
- Own the onboarding process, from kick-off to successful platform adoption for your customer portfolio.
- Collaborate with the Customer Success team and the implementation (delivery) team to define project timelines, key milestones, and success metrics.
- Gain a deep understanding of customer processes and objectives, and serve as a strategic advisor to configure autone in a way that aligns with the customers goals and drives measurable outcomes.
- Train users on Autone’s platform, ensuring they are equipped to leverage its full potential.
- ** Customer Success Alignment - For strategic / complex projects**
- Work closely with the Customer Success team to set customers up for long-term success with a data driven mindset.
- Provide detailed handovers, including key insights and customer context, to ensure a seamless transition to ongoing account management.
- Support the Customer Success team during Quarterly Business Reviews (QBRs) by providing data on adoption, usage, and potential growth opportunities.
- ** Strategic Guidance - For strategic / complex projects**
- Act as a strategic advisor, helping customers align Autone’s capabilities with their business goals.
- Identify expansion opportunities within accounts and provide early-stage support for upsell conversations.
- ** Proactive Problem Solving**:

- Identify potential roadblocks in the onboarding process and proactively resolve them.
- Collect customer feedback and share insights with product and engineering teams to drive continuous improvement.
- ** Customer Advocacy**:

- Build deep relationships with customers, becoming their trusted partner.
- Champion the customer’s voice within Autone, influencing product roadmaps and support strategies.
- ** Metrics and Reporting**:

- Track and report on onboarding KPIs, including time-to-value, product adoption, and customer satisfaction, both for your own portfolio and for your team one.
- Use data to refine onboarding processes and improve customer outcomes.

**Skills and Qualifications**:

- Fluency in French and English is mandatory.
- 10-15 years of hands-on experience in supply chain functions within the retail industry, specifically in roles such as merchandise planning, demand forecasting, inventory management, allocation, or replenishment.
- Previous experience in managing a high performing team.
- Strong project management skills with a track record of delivering complex implementations.
- Excellent communication and relationship-building abilities.
- Data-driven mindset with the ability to translate customer goals into measurable outcomes.
- Comfortable working in a fast-paced, high-growth environment.

**Why Join Autone?**:

- Be part of a fast-growing, high-impact company changing the future of retail.
- Work alongside a passionate, driven team focused on customer success and innovation.
- Enjoy a flexible work environment with opportunities for personal and professional growth.