Manager of Global Customer Experience

3 months ago

Montréal QC, Canada SharkNinja Full time

Our purpose is to positively impact people's lives every day in every home around the world We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

En tant que responsable de l'expérience client mondiale (CX), vous dirigerez des initiatives visant à améliorer la satisfaction, la fidélité et l'engagement des clients dans plusieurs régions. Vous gérerez une équipe mondiale, superviserez des projets interfonctionnels et mettrez en œuvre des stratégies pour créer des expériences client exceptionnelles à chaque point de contact. Ce rôle exige un mélange de leadership, de prise de décision basée sur les données et de vision stratégique pour améliorer les résultats des clients sur divers marchés.

Principales responsabilités:

- **Développement de la stratégie CX**: concevoir et mettre en œuvre une stratégie d'expérience client mondiale qui s'aligne sur les objectifs commerciaux globaux de l'entreprise, garantissant la cohérence et l'excellence dans toutes les régions.
- **Informations et commentaires des clients**: recueillir et analyser les commentaires des clients provenant de plusieurs sources (enquêtes, scores NPS, médias sociaux, etc.) pour identifier les points faibles et les opportunités d'amélioration. Utiliser des informations basées sur les données pour recommander et mettre en œuvre des changements.
- **Collaboration interfonctionnelle**: travailler en étroite collaboration avec les équipes de produits, de marketing, de vente et de service client pour garantir que l'expérience client est intégrée aux processus commerciaux et aux offres de produits à l'échelle mondiale.
- **Leadership d'équipe**: Diriger et encadrer une équipe mondiale de professionnels de l'expérience client, en veillant à ce qu'ils soient alignés sur les objectifs de l'entreprise et se concentrent sur la fourniture d'une expérience cohérente et positive aux clients.
- **Innovation CX**: Identifier et défendre les nouveaux outils, technologies et méthodologies qui peuvent améliorer l'expérience client à chaque étape du parcours client.
- **Metrics & Reporting**: Développer et suivre les indicateurs de performance clés (KPI) pour mesurer la satisfaction et l'engagement des clients. Fournir des mises à jour régulières à la haute direction sur le succès des initiatives CX.
- **Amélioration des processus**: Diriger les efforts visant à rationaliser et à améliorer les processus orientés client afin de réduire les frictions et d'améliorer la satisfaction et la fidélité globales.
- **Adaptation culturelle**: Veiller à ce que la stratégie CX tienne compte des différences régionales et des nuances culturelles, en adaptant les initiatives pour répondre aux besoins des marchés locaux sans sacrifier la cohérence mondiale.
- **Gestion du budget**: Superviser les budgets liés à l'expérience client, en garantissant une utilisation efficace des ressources pour maximiser l'impact sur l'expérience client.

Compétences et qualifications requises:

- Formation: Baccalauréat en commerce, marketing, communication ou dans un domaine connexe (maîtrise préférée).
- Expérience: 5 années ou plus d'expérience en gestion de l'expérience client, dont au moins 3 années dans un rôle mondial ou régional. Une expérience de gestion d'équipes interfonctionnelles est un plus.
- Leadership: Compétences avérées en leadership et en gestion d'équipe, avec une expérience de direction d'équipes mondiales.
- Esprit centré sur le client: Solide compréhension des meilleures pratiques en matière d'expérience client, de cartographie du parcours client et d'outils tels que les systèmes CRM, NPS et CSAT.
- Compétences analytiques: Solides compétences en analyse de données et en création de rapports, avec la capacité de transformer les données en informations exploitables.
- Compétences en communication: Excellentes compétences en communication verbale et écrite, avec la capacité d'influencer et de collaborer entre les services et les régions.
- Technologie: Maîtrise des plateformes et outils CX (par exemple, Salesforce, HubSpot, Zendesk) et expérience des outils et analyses de commentaires des clients.
- Gestion de projet: Solides compétences en gestion de projet avec la capacité de gérer plusieurs initiatives simultanément.

Qualifications préférées:

- Expérience de travail dans une organisation multinationale.
- Expérience des stratégies d'expérience client numériques et omnicanales.

As the **Manager of Global Customer Experience (CX)**, you will lead initiatives to enhance customer satisfaction, loyalty, and engagement across multiple regions. You will manage a global team, oversee cross-functional projects, and implement strategies to create

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