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Customer Experience Project Leader Export

vor 1 Monat

PlanlesOuates, Schweiz Groupe L'OCCITANE Vollzeit

MISSION & CONTEXT :

As L'Occitane En Provence Customer Experience Project leader Export, your role is to ensure the operational excellence and the optimum customer experience. Your main mission will be to inspire, motivate & engage retail teams to provide the best possible experience to our potential & existing customers, by delivering the appropriate tools, guidelines, and support.

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

MAIN RESPONSABILITIES :

1)COUNTRY FOLLOW UP

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

2)RETAIL OPERATIONS

  • Follow up 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 the potential optimizations on retail operations practics 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 plan on training aspects, in order to maximize field people knowledge, competencies and productivity
  • Builds and monitors a training calendar for the whole year: dates / types of learning events (on new products or on long-term skills such as Essentials, Face care, Fragrance, Expert Selling and new modules to come) / trainers
  • Keeps 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

HOW CAN YOU FIT :

  • +3 years' experience in operational marketing (customer experience, marketing required)
  • Fluent in English & any other language is a plus
  • You have business acumen & structured thinking with good analytical skills
  • You are flexible and able to adapt in various environment
  • You are comfortable with organizing, planning & multitasking approach
  • You are able to connect and influence with customers, partners, suppliers & colleagues across functions in a multicultural environment
  • You are creative, flexible & service oriented
  • You are comfortable with public speaking and have excellent communication skills
  • You are comfortable with Learning Management System, PPT, Excel and Word
  • You are 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 & 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

PERMANENT CONTRACT, full-time position
STARTING DATE: ASAP