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Customer Experience Project Leader Export

vor 1 Monat

Genf, Genf, Schweiz L'OCCITANE Vollzeit

The L'OCCITANE Group is a leading international manufacturer and retailer of premium and sustainable beauty and wellness products. The Group operates in 90 countries worldwide and has 3,000 retail outlets, including over 1,300 of its own stores.

Our portfolio of premium beauty brands champions organic and natural ingredients, including L'OCCITANE en Provence, Melvita, Erborian, L'OCCITANE au Brésil, LimeLife by Alcone, ELEMIS, Sol de Janeiro, and Dr. Vranjes Firenze.

We are committed to investing in communities, biodiversity, reducing waste, and finding sustainable solutions to create a better and healthier planet. Our mission statement is: With empowerment, we positively impact people and regenerate nature.

L'OCCITANE is also committed to sustainability for business, people, and the planet, as well as respect for human rights, ethics principles, and labor protection. All employees at L'OCCITANE must implement the company's mission and integrate the social, environmental, economic, and legal effects of their actions in their day-to-day job.

As a Customer Experience Project Leader Export, your role will be to ensure operational excellence and the optimum customer experience. You will inspire, motivate, and engage retail teams to provide the best possible experience to our potential and existing customers by delivering the appropriate tools, guidelines, and support.

You will work extensively with the other Export expertise (Sales, Marketing & Digital teams) and report to the Export Senior Customer Experience Manager.

Main Responsibilities:

1. Country Follow-up

  • Lead country follow-up on dedicated markets of the EMEA region. Ensure that markets' needs are gathered.
  • Develop a strong collaboration internally with sales, digital, and marketing teams to propose 360 plans to your dedicated markets.
  • Contribute to animating the Retail community and propose ideas for better engagement.

2. Retail Operations

  • Follow up on your dedicated markets' performance to identify business needs by analyzing monthly results and KPIs.
  • Focus on improving Conversion and NPS in stores.
  • Prioritize and coordinate Retail Operations projects & roll out for your dedicated markets in the EMEA region.
  • Animate and ensure the exchanges of best practices and potential optimizations on retail operations practices across the BU.
  • Coordinate the exchanges of best practices across the BU on retail staff management/motivation/retention.
  • Partner with local Retail Managers, L&D Managers, and HR Managers to elaborate action plans to reduce turnover.

3. Learn & Development

  • Elaborate action plans on training aspects to maximize field people knowledge, competencies, and productivity.
  • Build and monitor a training calendar for the whole year: dates/types of learning events/trainers.
  • Keep informed on what has to be updated (ranges, products, visuals, content) and modify L&D modules.
  • Develop L&D modules and services in-store when necessary.
  • Roll out & follow-up of the e-learning.

Requirements:

  • +3 years' experience in operational marketing (customer experience, marketing required).
  • Fluent in English & any other language is a plus.
  • Business acumen & structured thinking with good analytical skills.
  • Flexible and able to adapt in various environments.
  • Comfortable with organizing, planning, and multitasking approaches.
  • Comfortable with public speaking and excellent communication skills.
  • Comfortable with Learning Management System, PPT, Excel, and Word.
  • Willing to travel up to 25%.

What We Offer:

  • Working for a unique company, strongly committed towards the planet and the people (B Corp certification).
  • Working with passionate colleagues coming from all over the world.
  • A unique culture centered around entrepreneurship, where everyone is expected to collaborate, experiment, and move fast.
  • Internal mobility opportunities.
  • Monthly allocation & discount for store products.
  • Attractive Social Insurances coverage.
  • 5 weeks annual leaves & 3 extra-days offered as public holidays.
  • Flexible and hybrid work arrangement.
  • Attractive Parental Leave Policy.
  • Public transport allowance.