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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 in HQ (Marly).
Lyreco is the European leader and the third largest distributor of workplace products and services in the world. A privately owned company since 1926, Lyreco has constantly adapted to the evolutions of workplace thanks to its focus on excellence in customer experience, strong partnerships with renowned suppliers, and efficient logistics.
With more than 12,000 employees, Lyreco directly operates in 25 countries in Europe and Asia and covers 17 additional markets on 4 continents through a network of distribution partners.
YOUR MISSIONS:
The role of the Chief Experience Officer is to define, formalise, implement, and continuously improve the Lyreco Customer Experience strategy to develop revenue. You will ensure that Lyreco provides a unique and differentiated experience to its customers through a fine orchestration of its multichannel approach: sales forces, customer care, and digital presence.
The successful candidate will serve as a key member of the group executive team (GET) and will be responsible for managing a team with Group Directors in each of the contact points domains (Sales, Customer Care, and Digital), assisted by a Group Marketing Director to ensure coordination of marketing efforts across all channels.
Responsibilities:
1. Multichannel Strategy: Define and optimise the multichannel strategy of Lyreco, ensuring proper implementation in all countries through strong collaboration with the Managing Directors community. Continuously improve this model based on market input and trends.
2. Leadership: Collaborate extensively with other members of the Group Executive Team. Manage and inspire a team of seasoned Group Directors (Sales Operations, Customer Experience, eCommerce, and Marketing) to develop and deliver the multichannel approach.
3. Technical Solutions: Propose new technical solutions in close cooperation with the COO and Group IS Director to ensure compliance with the Group technical strategy.
Key Performance Indicators:
* Net Promoter Score
* Acquisition of New Customers
* Retention rate of Existing Customers
* Penetration rate of Existing Customers
* Great People Survey score
YOUR PROFILE:
* Bachelor Degree in Business Management or equivalent.
* Minimum 5 years experience in a Global Leadership Team or as a Business Unit Director (MD).
* Strong business acumen and team player.
* Demonstrated ability to lead and inspire large international teams with strong communication skills.
* Proven ability to work in a multicultural environment.
* High level of energy.
* Experience in managing a customer-facing sales force and indirect facing teams.
* Experience in the pure Digital sales domain.
* Ability to work with minimal supervision.
Position based in: Brussels with extensive weekly presence in Marly, Gdansk, or Dordrecht and regular travels in the countries.
REASONS TO JOIN LYRECO:
* A full-time job in a dynamic, passionate, international team.
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