Customer Experience Manager (m/f) 80-100%

YOUR MISSION ### • To define the target vision of the journey, you develop its strategy and translate customer and business needs into a prioritized CX roadmap • By driving journey performance, you analyze business, experience, and operational KPIs in order to measure the impact of actions and adjust priorities • Through structured management of initiatives, you drive a cross-functional portfolio, prioritize high-value actions, and coordinate key stakeholders • Relying on data and customer feedback, you map journeys, identify pain points, and transform insights into concrete actions • Because journey consistency is essential, you facilitate governance bodies, evaluate the impact of initiatives, and contribute to strategic decision-making • Through your commitment to continuous improvement, you optimize journeys, simplify processes, and contribute to digital transformation as well as the dissemination of CX culture Your qualities #### • You master Customer Experience, Service Design, and Design Thinking methodologies • To evolve in a complex and matrix environment, you demonstrate influential leadership and promote cross-functional collaboration with multiple stakeholders • Thanks to your strong capacity for analysis and structuring, you transform data and insights into concrete actions and informed decisions • With your customer and results orientation, you keep the focus on the measurable impact of initiatives and value creation • Because you know how to prioritize and arbitrate, you support decision-making on strategic topics • Your understanding of digital and omnichannel ecosystems allows you to grasp the challenges related to Customer Care, CRM, commercial deployment, e-commerce, as well as applications and customer spaces Your experience #### • You hold a Master's degree in economics, management, marketing, or any training deemed equivalent • With at least 5 years of experience in Customer Experience, continuous improvement, transformation, or consulting, you bring a solid understanding of these environments • Your career has allowed you to successfully drive strategic initiatives and high-impact cross-functional projects • Experience in digital and omnichannel ecosystems allows you to evolve easily on topics such as Customer Care, CRM, commercial deployment, e-commerce, as well as digital applications and customer spaces To join us #### • Share your experience with us with your CV   Function: Senior Project Manager N06