Head of Customer Experience

il y a 6 jours


Bruxelles, Région de Bruxelles, Belgique Lyreco Switzerland AG Temps plein

**About Us**

Lyreco Switzerland AG 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.

We are seeking a highly skilled Chief Experience Officer F/M to join our team in HQ (Marly). As a key member of the group executive team, you will be responsible for defining, formalizing, implementing, and continuously improving the Lyreco Customer Experience strategy to develop revenue.

Your Mission:

  1. Define Multichannel Strategy
  • Develop a multichannel approach combining sales forces, customer care, and digital presence to provide a unique and differentiated experience to customers.
  • Foster collaboration with Managing Directors community to implement the strategy across all countries where Lyreco is present.
Leadership
  • Collaborate extensively with group executive team members and act as a strong team player.
  • Manage and inspire a team of seasoned group directors who will share responsibility for developing the multichannel approach and ensuring appropriate actions are taken in their areas of expertise.
Technical Solutions
  • Propose new technical solutions to ensure compliance with group technical strategy.

Key Performance Indicators:

  • Net Promoter Score
  • Acquisition of New Customers
  • Retention rate of Existing Customers
  • Penetration rate of Existing Customers
  • Great People Survey score

About You:

  • Bachelor Degree in Business Management or equivalent.
  • 5 years minimum experience in a Global Leadership Team or as a Business Unit director (MD).
  • Strong business acumen and ability to work in a multicultural environment.
  • Demonstrated ability to lead and inspire large and international teams, with very strong communication skills.

What We Offer:

  • A full-time job in a dynamic, passionate, international team.
  • Competitive salary.
  • Hybrid work model.
  • Pension plan.
  • Personal growth budget.

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