HCM – Customer Experience Executive

Objective

As the Customer Experience Executive, you will work alongside the CX manager conducting cross team projects that will impact the most positively the experience of Maison RMI customers at each step of their journey in a durable way. The CX will bring together task teams and deliver on prioritized initiatives that will add most value in a customer’s lifetime

Results measurement

Results for this position are measured

• In increase in customer lifetime value and therefore revenue growth
• In improvement of the NPS & CSAT scores, both offline and online as well as in improvement of customers’ feedback
• In improvement in bottom-line revenue generated by a reduction of loss revenues

Responsibilities

• Analyze customer pain points / needs among several cohorts and touch points to identify the most impactful initiatives to improve CLV
• Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for Maison RMI customers
• Create & manage CX project roadmap, and drive the initiatives to implement your vision
• Coordinate task teams around CX initiatives from initiation to successful implementation
• Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers’ journey (loyalty, referral)
• Operate autonomously; drive programs end to end including business goals, technical solution (with the support of relevant teams) and all customer and seller-facing aspects