We are growing! We are currently looking to hire a Senior Customer Success Manager for our office in Paris, where you will be based.
What you will be doing
You will join a dynamic and fast-paced environment and work closely with our global teams to develop strong and long-lasting relationships with strategic and complex clients. As a Senior CSM you will be managing more junior team members and partnering with internal teams across different departments (Operations, finance, legal, regions) to deliver qualitative projects.
KEY RESPONSIBILITIES:
Team Management:
- Manage a team of CSA/Senior CSA amp; CSM, the more junior team members
- Create a healthy, positive and effective team environment
- Provide clarity on team’s performance and how individual goals align with CXG’s strategy.
- Develop the team by imparting knowledge, skills, and experience to others
- Lead by example on CXG principles, integrity and professionalism and ensure own team is complying with the company’s policies, guidelines, and standards
- Assess and ensure that HR resources are calibrated to meet business needs
- Implement the local strategy in alignment with the Group’s long-term ambition
- Ensure the success of onboarding new team members
Customer Success:
- Manage strategic and complex accounts
- Partner with luxury and premium brands to help them transform and drive business impact through customer experience.
- Maintain and nurture the client portfolio by offering white glove service and added value.
- Make insightful and engaging face-to-face presentations to C-level executives
- Take responsibility for solving customer challenges on the day to day
- Design collaborations that are set up for success ( timelines, resources... )
Project Management:
- Partner internally with members of our international teams to onboard them on your collaborations
- Provide clear instructions to allow all contributors to perform to the best of their ability
- Set clear timelines, regular project updates and meet deadlines
Requirements
What you will bring along:
This role requires a passion about the luxury industry and customer experience. It also requires strong organization skills as well as past experience in a client-facing role. You should also have the below:
- Bachelor’s/ Master’s Degree in Administration, Business, Management or related field.
- Minimum of 5 years of experience in the luxury retail industry handling accounts.
- Previous work experience preferably in retail and / or in a client-facing role (B2B).
- Previous experiences in team management
- Verbal and written communication skills (persuasive, diplomatic communication skills with experience in presentations and proposal writing).
- Fluent in French amp; English (verbal and written).
- Strong abilities in managing various accounts.
- Project Management experience
- Problem solving skills
- Analytical aptitude- ability to examine data to make meaningful inferences and analysis.
- Leadership skills (externally ability to lead a meeting and internally ability to take lead on a project).
- Consulting skills- ability to challenge a client brief and to ask meaningful questions.
- Excellent interpersonal skills.
- Time management- ability to manage time and resources effectively in a deadline-driven environment.