HCM - Customer Experience Manager

* Objective

- As the Customer Experience Manager, you will be responsible for conducting cross team projects that will impact the most positively the experience of Maison JSC customers at each step of their journey in a durable way. The CX will bring together task teams and deliver on prioritized initiatives that will add most value in a customer’s lifetime

* Results measurement

- Results for this position are measured

- In increase in customer lifetime value and therefore revenue growth

- In improvement of the NPS scores, both offline and online as well as in improvement of customers feedback

- In improvement in bottom-line revenue generated by a reduction of loss revenues

* Responsibilities

- Analyze customer pain points / needs among several cohorts and touch points to identify the most impactful initiatives to improve CLV

- Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for Maison JSC customers

- Create & manage CX project roadmap, and drive the initiatives to implement your vision

- Coordinate task teams around CX initiatives from initiation to successful implementation

- Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers’ journey (loyalty, referral)

- Operate autonomously; drive programs end to end including business goals, technical solution (with the support of relevant teams) and all customer and seller-facing aspects

- Preferred master’s degree in business / economics / finance / marketing

- Minimum 5 years of solid B2C and/or strategy background

- Excellent project management skills, including demonstrated ability to think end-to-end, manage long-term projects and manage multiple projects simultaneously

- Exceptional data management skills, SQL is a plus

- Strong negotiation skills / ability to convince and influence teams

- Strong ability to investigate problems at hand, dive deep to the root cause of a problem, find systematic gaps, support it with analytical data and finally address the issue

- Result oriented, strong commitment to deliver expected outputs

- Ability to learn and highly adaptive