Customer Experience Project Leader Export

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 positionSTARTING DATE: ASAP