Main goal

Join HM.CLAUSE to drive the digital transformation of the customer experience!
Your mission? Imagine, structure and lead all digital initiatives linked to the entire customer experience cycle end-to-end. 
You'll define the best digital customer journey to bring satisfaction and loyalty, while improving internal processes and productivity. 
You will co-define the customer experience strategy and associated roadmap with the Director of Customer Excellence, the management team and the IT department. 

Your Missions

Your main responsibilities: (non-exhaustive list)  
 
1. Define the Digital Customer Strategy
• Develop the customer's digital strategy in line with business needs, and build a comprehensive, realistic and achievable roadmap, with clear results and performance indicators.
• Prioritize initiatives in line with overall business objectives and available budgets.
• Analyze the customer experience and propose improvements, maintaining a balance between customer needs, internal productivity improvements and costs.
• Perform a continuous benchmark on new technologies (AI) and analyze how those can change the customer experience.
 
2. Optimize routes and processes
• Map all customer interaction points and associated processes.
• Propose “TO-BE” processes that are fluid, global and integrated into our IT ecosystem.
• Work cross-functionally with different departments to ensure a seamless customer experience at all touchpoints.
• Ensure internal adoption and change management.
 
3. Manage Customer Digital Projects
• Launch and manage key digital projects in line with validated roadmaps.
• Ensure a rigorous and agile project management approach.
• Monitor results and adjust priorities on an ongoing basis.

4. Structure and exploit customer data
• Define customer data management strategy (governance, analysis, compliance).
• Work closely with the IT Department on data architecture and cybersecurity.
• Ensure customer data setting & processing in compliance with countries/regional law. 

5. Management
• Manage and inspire an international team of digital specialists.
• Hire, onboard and develop team members.
• Promote synergies and the sharing of best practices between regions.

What we expect of you

- With a Master's or MBA degree in digital, you have 10 years' experience in customer-focused digital transformation, in an international, multicultural environment.
- You have successfully led projects with a high impact on customer satisfaction, loyalty and business performance.
- You are familiar with key digital tools: CRM (Microsoft Dynamics...), customer data platforms (Segment, Emarsys...), analytics (Power BI, Google Analytics...), CMS, marketing automation, customer support, project management and automation tools.
- You are at ease in an IT environment and know how to translate business needs into high-performance digital solutions.
- You are an excellent communicator, you know how to federate cross-functionally and influence your contacts.
- You are recognized for your leadership, your results orientation and your ability to manage complex projects in matrix organizations.
- You are recognized for your ability to inspire, mobilize and develop digital teams.
- Fluency in English imperative.

Your benefits and working environment

- International and intercultural environment
- 13th month bonus
- Bonus based on objectives
- Profit-sharing scheme
- Ticket restaurant - company restaurant
- Family mutual insurance - supplementary pension - employee savings - provident scheme
- CSE offering various activities