Digital Customer Excellence Manager

**Main goal**:
Join HM.CLAUSE to drive the digital transformation of the customer experience
Your mission? Imagine, structure and lead all digital initiatives linked to the entire customer experience cycle end-to-end.
You'll define the best digital customer journey to bring satisfaction and loyalty, while improving internal processes and productivity.
You will co-define the customer experience strategy and associated roadmap with the Director of Customer Excellence, the management team and the IT department.

**Your Missions**:

- Your main responsibilities: (non-exhaustive list)

**1. Define the Digital Customer Strategy**
- Develop the customer's digital strategy in line with business needs, and build a comprehensive, realistic and achievable roadmap, with clear results and performance indicators.
- Prioritize initiatives in line with overall business objectives and available budgets.
- Analyze the customer experience and propose improvements, maintaining a balance between customer needs, internal productivity improvements and costs.
- Perform a continuous benchmark on new technologies (AI) and analyze how those can change the customer experience.

***2. Optimize routes and processes**
- Map all customer interaction points and associated processes.
- Propose “TO-BE” processes that are fluid, global and integrated into our IT ecosystem.
- Work cross-functionally with different departments to ensure a seamless customer experience at all touchpoints.
- Ensure internal adoption and change management.

**3. Manage Customer Digital Projects**
- Launch and manage key digital projects in line with validated roadmaps.
- Ensure a rigorous and agile project management approach.
- Monitor results and adjust priorities on an ongoing basis.

**4. Structure and exploit customer data**
- Define customer data management strategy (governance, analysis, compliance).
- Work closely with the IT Department on data architecture and cybersecurity.
- Ensure customer data setting & processing in compliance with countries/regional law.

**5. Management**
- Manage and inspire an international team of digital specialists.
- Hire, onboard and develop team members.
- Promote synergies and the sharing of best practices between regions.

**What we expect of you**:

- With a Master's or MBA degree in digital, you have **10 years' experience** in customer-focused digital transformation, in an international, multicultural environment.
- You have successfully led projects with a high impact on customer satisfaction, loyalty and business performance.
- You are familiar with key digital tools: CRM (Microsoft Dynamics...), customer data platforms (Segment, Emarsys...), analytics (Power BI, Google Analytics...), CMS, marketing automation, customer support, project management and automation tools.
- You are at ease in an IT environment and know how to translate business needs into high-performance digital solutions.
- You are an excellent communicator, you know how to federate cross-functionally and influence your contacts.
- You are recognized for your leadership, your results orientation and your ability to manage complex projects in matrix organizations.
- You are recognized for your ability to inspire, mobilize and develop digital teams.
- Fluency in English imperative.

**Your benefits and working environment**:

- International and intercultural environment
- 13th month bonus
- Bonus based on objectives
- Profit-sharing scheme
- Ticket restaurant - company restaurant
- Family mutual insurance - supplementary pension - employee savings - provident scheme
- CSE offering various activities