Chief Experience Officer F/M
il y a 1 semaine
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:
1- Perimeter
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 manage a team with Group Directors in each of the contact points domains (Sales, Customer Care, and Digital), assisted by a Group Marketing Director.
2- Responsibilities
Multichannel Strategy
1. Define the multichannel strategy of Lyreco, optimising the presence on 3 contact channels (customer facing with Sales force, indirect facing with Customer Care, and Digital).
2. Formalise this strategy and ensure its implementation across all countries where Lyreco operates, collaborating closely with the Managing Directors community.
3. Continuously improve this model based on market input, trends, and a pioneering approach to provide Lyreco customers with an unmatched experience in the industry.
Leadership
1. Collaborate extensively with other members of the Group Executive Team and act as a strong team player.
2. Manage and inspire a team of seasoned Group Directors (Sales Operations, Customer Experience, eCommerce, and Marketing) to develop the multichannel approach and ensure appropriate actions are implemented.
3. Maintain strong relationships with the Managing Directors community to stay connected to market situations.
4. Develop a culture of strong relationships between Group Directors and counterparts in the countries.
Technical Solutions
1. Propose new technical solutions to be deployed in the organisation, in cooperation with the COO and Group IS Director to ensure compliance with the Group technical strategy.
3. Key Performance Indicators
1. Net Promoter Score
2. Acquisition of New Customers
3. Retention rate of Existing Customers
4. Penetration rate of Existing Customers
5. Great People Survey score
YOUR PROFILE:
1. Bachelor Degree in Business Management or equivalent.
2. Minimum 5 years of experience in a Global Leadership Team or as a Business Unit Director (MD).
3. Strong business acumen.
4. Strong team player.
5. Demonstrated ability to lead and inspire large international teams with strong communication skills.
6. Proven ability to work in a multicultural environment.
7. High level of energy.
8. Experience in managing a customer-facing sales force.
9. Experience in managing indirect facing teams.
10. Experience in the pure Digital sales domain.
11. Ability to work with minimal supervision.
12. Fluency in English.
Position based in: Brussels with extensive weekly presence in Marly, Gdansk, or Dordrecht and regular travel in the countries.
REASONS TO JOIN LYRECO:
- A full-time job in a dynamic, passionate, international team.
- Competitive salary.
- Hybrid work model.
- Pension plan.
- Personal growth budget.
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