Head of Customer Experience

Job Description

Reporting to our General Manager, the Head of Customer Experience is responsible for defining and implementing our customer experience strategy, with the aim of achieving satisfaction, loyalty and advocacy across all stages of the customer journey.

Main responsibilities include :

Nurture best customer experience

• Develop a customer onboarding program that nurtures customer engagement.

• Implement retention programs that foster product adoption and employer brand advocacy.

• Deliver a differentiated and exciting experience, during customer onboarding on our solutions - including the shooting experience and showcase delivery- completed with adapted and scalable success support in Employer Brand development.

• Provide best-in-class care experience to our customers, materializing the promise of a personable experience with WTTJ.

Directly contribute to business growth

• Work in close loop with the Account Management team to support churn reduction, and drive new business growth through deeper product use and advocacy.

• Work closely with the Marketing and Product team to refine the value proposed to our customers in terms of added services.

Data & processes

• Develop and implement processes, policies, and procedures to ensure consistent and exceptional customer onboarding, success and care services.

• Establish metrics and KPIs to measure customer satisfaction, loyalty, and advocacy.

• Analyze customer feedback, behavior, and trends to identify opportunities for services and product improvement and make data-driven decisions.

Preferred experience

• 10+ years experience in customer success, account management or related field.

• Proven track record of developing and implementing successful customer onboarding and success strategies that drive customer satisfaction, retention, and growth in scale phase.

• Strong leadership and people management skills, with experience managing teams of customer facing professionals.

• Excellent communication and collaboration skills, with the ability to work effectively across multiple departments and stakeholders.

• Strong analytical and problem-solving skills, with the ability to analyze customer data, feedback, and behavior to identify opportunities for improvement.

• Experience with customer success measurement tools, such as NPS, CSAT, and customer health scores.

• Knowledge of customer success technologies and platforms, such as customer success management software and CRM.

Recruitment process

Interview with Marine, Head of Talent Acquisition

Interview with Manon, Chief of Staff

Interview with Sandrine, Head of Product Marketing

Interview with Adrien, Head of Sales

Interview with Camille, General Manager