Chief Experience Officer F/M
il y a 3 semaines
Are you excited for your new career adventure?
At Lyreco, we offer more than just a job, but a career We are looking for a talented and ambitious new Chief Experience Officer to join in HQ (Marly).
Lyreco is the European leader and the third largest distributor of workplace products and services in the world. A privately owned company since 1926, Lyreco has constantly adapted to the evolutions of workplace thanks to its focus on excellence in customer experience, strong partnerships with renowned suppliers, and efficient logistics.
With more than 12,000 employees, Lyreco directly operates in 25 countries in Europe and Asia and covers 17 additional markets on 4 continents through a network of distribution partners.
YOUR MISSIONS:
The role of the Chief Experience Officer is to define, formalise, implement, and continuously improve the Lyreco Customer Experience strategy to develop revenue. You will ensure that Lyreco provides a unique and differentiated experience to its customers through a fine orchestration of its multichannel approach: sales forces, customer care, and digital presence.
The successful candidate will serve as a key member of the group executive team (GET) and will be responsible for managing a team with Group Directors in each of the contact points domains (Sales, Customer Care, and Digital), assisted by a Group Marketing Director to ensure coordination of marketing efforts across all channels.
2- Responsibilities
Multichannel Strategy
Define the multichannel strategy of Lyreco, combining and optimising its presence on three contact channels (customer facing with Sales force, indirect facing with Customer Care, and Digital). Formalise this strategy and ensure proper implementation in all countries where Lyreco is present through strong collaboration with the Managing Directors community. Continuously improve this model based on market input, trends, and a pioneering approach to provide Lyreco customers with an unmatched customer experience in the industry.
Leadership
Collaborate extensively with other members of the Group Executive Team and act as a strong team player. Manage and inspire a team of seasoned Group Directors (Sales Operations, Customer Experience, eCommerce, and Marketing) who will share the responsibility to develop the multichannel approach and ensure appropriate actions are executed in their areas of expertise. Maintain a strong relationship with the Managing Directors community to stay connected to market situations and foster a culture of strong relationships between Group Directors and counterparts in the countries.
Technical Solutions
Propose new technical solutions for deployment in the organisation, in close cooperation with the COO and Group IS Director to ensure compliance with the Group technical strategy.
3. Key Performance Indicators
- Net Promoter Score
- Acquisition of New Customers
- Retention rate of Existing Customers
- Penetration rate of Existing Customers
- Great People Survey score
YOUR PROFILE:
Bachelor Degree in Business Management or equivalent.
Minimum of 5 years experience in a Global Leadership Team or as a Business Unit director (MD).
Strong business acumen and team player.
Demonstrated ability to lead and inspire large international teams with strong communication skills.
Proven ability to work in a multicultural environment and high level of energy.
Experience in managing a customer-facing sales force and indirect facing teams, as well as in the pure Digital sales domain.
Ability to work with minimal supervision.
Position based in: Brussels with extensive weekly presence in Marly, Gdansk, or Dordrecht and regular travels in the countries.
REASONS TO JOIN LYRECO:
- A full-time job in a dynamic, passionate, international team.
Please note that if you are NOT a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more information.
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