Customer Experience Manager (H/F)

As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means fostering the alliance of a sustainable economic model with environmental protection and self-fulfillment for everyone.

As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. innovation continuously guides our work and guarantees the excellence of our solutions.

We are present in 59 countries, with eight production sites and 17 R&D centers. We are pursuing an ambitious industrial strategy based on “Smart Living” and the value we bring to our customers.

We are committed to reducing our environmental footprint every day. Today, more than 60% of our products are eco-designed, and all will be by 2030. At the same time, we have implemented a responsible purchasing policy that prioritizes local suppliers.

We are deeply committed to the well-being of our 6,880 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

Mission:

As a key member of the Brand Experience Team, you will define and deliver the global customer experience at all steps of the journey (choose, buy, install, onboard, use...) for all customers (pro and end users), on all channels and for all brands.

Activities:

• Work closely with channel management, customer care, offer management and local teams to understand customer pain points and needs. Considering all business and brands’ stakes, define the targeted customer experience for every customer, on all channels, for each brand and on all touchpoints.
• Lead the delivery of this experience: prioritize key milestones (projects and countries), secure budget allocation, drive project teams (business, ux, it, local deployment...) to ensure customer centricity and time to market deadlines.
• Implement monitoring and continuous improvement processes for customer experience excellence.
• Manage and develop a team of experts and animate a large community of customer experience passionate people – to foster customer centricity in the Group.
• As a member of the Brand Experience Team, you will also be the guardian of the 360° view of a brand (awareness, offer consistency, marketing activation, customer experience).

Experience of 10 to 15 years in CX positions. Strong skills in:

• Customer Centric driven approach (strong understanding of service and UX design methodology).
• B2B and B2B2C Omnichannel and Digital Experience and/or Digital product management
• Merchandising – offline & online
• Ecommerce (payment, delivery, post order management) & offline bying experience.
• Building Customer Care Services.

You will enjoy this position if you are:

• Customer centric
• Business and data driven
• Tech Savy
• Able to build strong convictions and get everyone on board
• Interested in understanding local specificities and animating international teams

Permanent position based in Cluses, Annecy, Paris or open remotely with frequent travelling.

The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.

La protection des données personnelles de nos candidats est un engagement du Groupe Somfy. Nous demandons donc à tout candidat de nous soumettre sa candidature exclusivement via notre système sécurisé, et non par e-mail ou par courrier postal.