Head Of Customer Experience

TL;DR

Head of Customer Experience: Leading the strategic direction and operational execution of the entire CX department with an accent on AI-driven transformation, process optimization, and cross-functional advocacy. Focus on scaling support operations, managing high-performance teams, and leveraging advanced tooling to enhance brand and retailer satisfaction.

Location: Based in Lille with a requirement for regular presence in the Paris office

Company

A leading B2B wholesale marketplace connecting independent brands and retailers to simplify commerce and drive sustainable growth.

What you will do

• Lead, coach, and develop a team of approximately 20 Customer Service Advisors managed by two Team Leaders.
• Drive the evolution of the CX tooling ecosystem, including ticketing platforms, knowledge bases, and AI-powered support solutions.
• Execute an AI-first strategy to drive contact deflection and improve advisor productivity through automation.
• Represent the customer perspective at the Executive Leadership Team level to influence product and operational roadmaps.
• Establish operational performance standards for KPIs such as CSAT, CES, and contact rates.
• Foster a high-engagement team culture focused on accountability, quality, and empathy.

Requirements

• Proven leadership experience managing multi-level teams in a CX, Operations, or Service Delivery environment.
• Experience in a scale-up or fast-growing tech company leading operational transformation programs.
• Strong command of modern CX tooling, ticketing platforms, and AI-powered support technologies.
• Fluent in both French and English is mandatory for stakeholder communication and team leadership.
• Data-driven mindset with a strong track record of KPI ownership and reporting.
• Excellent communication and executive presence to influence senior stakeholders across the organization.

Culture & Benefits

• Health and Life Insurance coverage provided via SideCare.
• Access to meal vouchers through Swile.
• Access to Leeto platform for exclusive discounts, cultural activities, and vouchers.
• Support for work-life balance and personal growth in a multicultural environment.