Are you excited for your new career adventure?
At Lyreco, we offer more than just a job, but a career! We are looking for a talented and ambitious new Chief Experience Officer to join our HQ in Marly.
Lyreco is the European leader and the third largest distributor of workplace products and services worldwide. A privately owned company since 1926, Lyreco has continually adapted to workplace evolutions through a focus on customer experience excellence, strong supplier partnerships, and efficient logistics.
With over 12,000 employees, Lyreco operates directly in 25 countries across Europe and Asia, covering 17 additional markets on 4 continents via a network of distribution partners.
Your Missions:
1. Perimeter
The Chief Experience Officer will define, formalize, implement, and continuously improve Lyreco's Customer Experience strategy to drive revenue. You will ensure Lyreco provides a unique and differentiated customer experience through a multichannel approach: sales, customer care, and digital presence. You will be a key member of the Group Executive Team (GET), managing a team of Group Directors across contact points, supported by a Group Marketing Director.
2. Responsibilities
Multichannel Strategy
* Define and optimize Lyreco's multichannel presence across sales, customer care, and digital channels.
* Formalize and implement this strategy across all markets with collaboration from Managing Directors.
* Continuously enhance the model based on market trends and innovative approaches to deliver unmatched customer experience.
Leadership
* Collaborate extensively with the Group Executive Team and act as a strong team player.
* Manage and inspire a team of seasoned Directors in Sales Operations, Customer Experience, eCommerce, and Marketing.
* Maintain close relationships with Managing Directors to stay connected to market situations.
* Foster a culture of strong relationships among Directors and country teams.
Technical Solutions
* Propose new technical solutions in cooperation with the COO and Group IS Director, ensuring alignment with Group strategy.
* Monitor KPIs such as Net Promoter Score, Customer Acquisition, Retention, Penetration, and Employee Engagement scores.
Your Profile:
* Bachelor's Degree in Business Management or equivalent.
* Minimum 5 years' experience in a global leadership role or as a Business Unit Director.
* Strong business acumen and leadership skills.
* Proven ability to lead large, multicultural teams with excellent communication skills.
* Experience managing customer-facing sales teams and digital sales domains.
* High energy and ability to work independently.
* Fluent in English.
Position based in Brussels, with extensive weekly presence in Marly, Gdansk, or Dordrecht, and regular travel across countries.
Reasons to Join Lyreco:
* A full-time role in a dynamic, international team
* Competitive salary and benefits
* Hybrid work model
* Pension plan
* Personal growth budget
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