Head of Customer Experience- Brussels/Paris/Nordics Own Improvment · Brussels · Hybrid Remote

Large company with great ambitions and close relations
efficy is a leading European Customer Relationship Management (CRM) solution that provides businesses of all sizes with complete, flexible, customizable, and scalable software to enable their growth. efficy’s platform includes products for marketing automation, sales, project management, customer service, and customer nurturing. Currently, more than 300,000 users from 63 countries use efficy’s tool.

Founded in 2005 and headquartered in Brussels, efficy’s around 500 employees work in local offices in Belgium, France, Spain, the Netherlands, Sweden, Denmark, Finland, Norway, Warsaw, Hong Kong, or remotely.

Our mission is to contribute to the success of every company by helping them transform customer data into customer insight while simplifying the work of their employees.

In efficy, two days are rarely the same, and things are changing rapidly. So, fasten your seat belt, and join us on the journey.

Context

We are seeking a dynamic and experienced Head of CX to join our team and play a pivotal role in shaping our organization’s customer-centric vision. Your primary responsibility will be to ensure that our customers have exceptional experiences across all touchpoints. This is a transversal role, meaning that you will collaborate closely with various departments to drive customer-centric initiatives. You will lead a small team of 2 to 3 individuals, and while no customer-facing teams directly report to you, your influence will extend throughout the organization.This role can be based out of our offices in Brussels, Paris or Nordics

Your Mission

• Customer Experience Strategy:
• Cross-Functional Collaboration and Enablement:
• Customer Insights and Research:
• Team Leadership:
• Performance Metrics:
• Stakeholder Engagement:

• Develop and execute a comprehensive customer experience strategy that aligns with our business goals.
• Collaborate with other department heads to ensure consistent and seamless customer interactions across all channels.
• Champion a customer-centric culture within the organization.

• Work closely with marketing, product, sales, and operations teams to enhance the overall customer journey.
• Facilitate cross-functional workshops and initiatives to improve customer touchpoints.
• Identify opportunities for process improvements and innovation.
• Enable the other departments on CX best practices, behaviours and processes.

• Conduct research to understand customer behaviour, preferences, and pain points.
• Use data-driven insights to enhance customer satisfaction and loyalty.
• Regularly analyse Net Promoter Score (NPS) and other relevant metrics.

• Lead a small team responsible for customer experience initiatives.
• Provide mentorship, guidance, and professional development opportunities.
• Foster a collaborative and results-oriented team environment.

• Define KPIs related to customer experience and track performance.
• Monitor customer feedback, complaints, and resolution times.
• Drive continuous improvement efforts.

• Engage with top-level executives and department heads to align customer experience goals with overall company objectives.
• Present findings, recommendations, and progress updates to leadership.

About YOU

• Bachelor’s degree in Business Administration, Marketing, or a related field (Master’s preferred).
• Proven experience (at least 5 years) in a customer experience leadership role.
• Strong analytical skills and ability to interpret data.
• Excellent communication, negotiation, and collaboration skills.
• Passion for creating exceptional customer experiences.
• Familiarity with customer journey mapping and design thinking methodologies.
• Fluency in English. French is a plus.
  

We thrive in the ever-evolving world of CRM and Digital Marketing.
Why?

Because it gives us a chance to exceed expectations and always turn toward fresh new discoveries, while still leaning on what is behind us. From employees to customers, our work revolves around people.

People who challenge in order to evolve. People who take ownership and simplify complex data-driven solutions to meet customer needs. And people with big hearts and great ambitions who shine when others succeed.

We will offer you:

• A competitive salary package with a bonus system and a referral program
• A stable and growing company with an entrepreneurial mindset where we will listen to your ideas and support you to make it happens
• High flexibility and hybrid work is part of our DNA
• State of the art offices where team work is the norm
• International growing opportunities and internal mobility
• Events: team lunches, afterworks, sport, trips
• Learning opportunities: languages, tech, product

Do you have questions about this position? Please contact [email protected]

Find more jobs at https://jobs.efficy.com.

efficy is a people-first employer. We offer equal opportunities to all our candidates. We pride ourselves on the diversity of our people. We welcome you, and everything that makes you—well, you. That includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status. So, if you’re interested in joining us, please feel free to apply. We can’t wait to meet you!

Disclaimer
efficy is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at efficy via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of efficy. No fee will be paid in the event the candidate is hired by efficy as a result of an unsolicited referral or through other means.

Department
Own Improvment

Locations
Brussels

Remote status
Hybrid Remote