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