Cco - Chief Customer Officer - Paris, France - Sendinblue

Sendinblue

Entreprise vérifiée

Paris, France

il y a 6 jours

Posté par:

Sophie Dupont

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Description

We have a team of more than 600 employees representing over 67 nationalities spread across seven offices located in Paris, Berlin, Sofia, Noida, Bengaluru, Seattle and Toronto.

The role of our Customer Experience team is to address all customers' questions and help them use the platform as smoothly as possible.

They will solve problems and issues in the short-term and ensure our users' satisfaction and retention in the long run.

We are looking for an ambitious Chief Customer Officer based in Paris.

Directly reporting to the COO, you are responsible for the entire customer experience activities and team (100+ persons in 5 different countries).

You'll be a member of the Executive Committee, taking part in important decisions for the company.

Responsibilities:

Develop, organise, and lead the entire Customer Experience department (agents, operations, training, quality)
Establish shortterm results and longterm strategy by collaborating with all internal teams (Product, Tech, Marketing, Revenue...) to improve continuously the customer experience
Create a persistent focus on Customer Experience through operations excellence
Drive the performance and organisation of your team to meet support expectations
Optimise processes and tools to ensure operational excellence of the team

Profile:

At least 10+ years experience in customercentric operation management (COO in a startup, CCO...) in a fastpaced environment
True ability to have a very deep understanding customer needs and pains to translate them into achievable action plans : involving multiple teams at the company (product, tech, abuse ) and large changes in processes for the customer care team
Very strong sense of high quality customer service
Strong analytical skills to back all decisions with customer data (more than 180k customers)
Excellent teambuilding and teammanagement skills (experience in team management of minimum 10 people) openmindedness to understand team members' motivations, hopes and problems, ability to inspire them and develop their skills and responsibilities, while building trustworthy relationships with them
Excellent communication and writing skills in both English & French
Experience on SaaS Platform is a plus

Benefits:

A unique opportunity to join an international and collaborative scale up environment in a hypergrowth context
Chance to grow your professional & technical skills, with room for career progression
SIBOP: all Sendinblue employees are granted with our shared ownership plan the more Sendinblue will be valuated, the more you will get

Meal vouchers

Swile (€12.5 per day 72% paid by the company)
Excellent private health care, of which 70% is covered by the company
RTT
Biannual global company offsite; interoffice trips (when sanitary situation permits)
Work's council benefits (HelloCSE)
Very competitive referral program
Second parent leave: 1 month of fully paid leave
English and French classes, and over courses available on Udemy
Budget to support your workspace at home
A modern office in a central location with free fruits, drinks & lots of fun activities
Relocation package and visa sponsorship for international talents

- ..and more

Timeline and details of the hiring process will be shared by the TA team during the first call.

Sendinblue values work-life balance and offers flexible working hours and remote work.

The majority of our teams will be working mostly remote and others will follow a hybrid model depending upon the nature of the job.

This policy is based on a mutual understanding between Head of, Managers and Team Members.