About CXG:
Founded in 2006, our story started with two entrepreneurs. Today, we are proud to be a global business.
At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer and employee experience of some of the world’s most iconic premium and luxury brands.
From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 250 professionals worldwide, working together to serve more than 200 luxury clients.
About the role:
As an experiencedCustomer Experience Consultant, you will be a key player in driving our customers’ success, fostering Measurement innovation, and reinforcing our solutions' framework.
This is a fantastic opportunity for a talented, passionate, hands-on consultant driven to make an impact.
Key Responsibilities:
Solutions Lead:
- Drive innovation in customer experience strategies, creating the Voice of Customer of tomorrow
- Utilize skills to bring a project from the conception/business plan to external launch, ensuring sales growth
- Plan and complete the entire project scope within a defined timelineand budget and ensure the successful delivery of the project’s output
- Developing concise amp; impactful presentation kits (decks) and marketing collaterals amp; assets for our Measurement solutions
- Collaborate with cross-functional teams (Innovation, Marketing, Practices and Regions) to align Measurement solutions with customer needs
- Monitor and analyze customer feedback data (Evaluations, NPS, Voice of the Team, etc.) to identify areas for improvement and measure the effectiveness of implemented strategies.
Project Management:
- Lead cross-functional teams to ensure seamless collaboration and high-quality project delivery. Integrate insights from various expertise, ensuring a comprehensive approach to problem-solving.
- Ensure the overall quality of project deliverables to exceed client expectations consistently.
- Manage the execution of complex consulting projects, demonstrating a comprehensive understanding of client needs and industry trends.
Develop and Maintain Client Relationships:
- Collaborate closely with Customer Success Managers to supervise and manage strategic accounts (luxury amp; premium brands), ensuring high customer satisfaction
- Act as the main point of contact for customer experience inquiries, cultivating and nurturing partnerships with luxury and premium brands.
- Craft and deliver engaging physical and online presentations tailored to C-level executives with compelling storylines and structure.
- Deepen client relationships by expanding our value proposition beyond existing offerings.
- Develop and implement tailored customer experience solutions to enable brands to measure real-time client experiences and take prompt actions.
- Embrace an ownership and entrepreneurship mindset by identifying and implementing innovative approaches to enhance client relationships.
- Act as a driving force in leading or supporting proposal development, ensuring they reflect CXG’s expertise and align with client needs.
Mentorship and Capability Building:
- Mentor Customer Success Managers and other team members throughout CXG.
- Foster the development of their capabilities and cultivate a consultative mindset within our Customer Success team, encouraging proactivity, strategic thinking, and a passion for delivering exceptional results.
- Conduct regular presentations and training sessions for both colleagues and clients to promote new customer experience solutions.
Requirements
What you will bring:
- Bachelor’s/Master’s Degree in Administration, Business, Management, or a related field.
- 5 years of experience in customer experience, client relations, or a similar role, ideally in the luxury retail industry.
- Exceptional project management skills.
- Excellent communication and presentation skills, with the ability to influence and engage diverse audiences, including C-levels
- Demonstrated ability to cultivate and maintain strong client relationships, driving customer-focused innovation
- A proactive and hands-on approach with a can-do attitude, ready to tackle challenges with sleeves rolled up
- Strong analytical skills to interpret customer data and insights.
- Fluent in French amp; English (verbal and written).
Are You the Right Fit?
We are looking for someone who is not just experienced but also: