Customer Experience Manager

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 experienced Customer 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.

This is a maternity cover role offered as a 6-month fixed-term contract.

Key Responsibilities

Lead CXG\'s NPS Solution (NPS Pulse)

Supervise CXG\'s NPS solution on ongoing projects, serving as the main point of contact for clients and liaising with support teams to ensure the highest level of client satisfaction

Contribute to business development by creating compelling proposals to expand our NPS solutions across luxury clients and converting prospects into long-term partners

Drive innovation in customer experience strategies, shaping the Voice of the Customer of tomorrow

Develop concise and impactful presentation decks, as well as marketing collaterals and assets to support our Measurement solutions

Collaborate with cross-functional teams (Innovation, Marketing, Practices, and Regions) to align Measurement solutions with client needs

Publish CX Insights

Publish customer experience insights that showcase CXG\'s expertise

Create powerful captions and infographics for social media, leveraging CXG benchmark data

Coordinate with Data Science and Marketing teams to design and deliver engaging content

Project Management on Measurement

Develop pilot projects in new verticals for our Measurement Practice

Lead cross-functional teams to ensure seamless collaboration and high-quality project delivery, integrating insights from diverse areas of expertise

Ensure deliverables consistently exceed client expectations through quality and attention to detail

Manage complex consulting projects with a strong understanding of client needs and emerging industry trends

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

Experienced in B2B and preferably having worked with a SaaS, either as a service provider or on the client side

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 English (verbal and written)

Are You the Right Fit?

We are looking for someone who is not just experienced but also :

A luxury enthusiast with strategic thinking capabilities

Able to effectively collaborate with cross-functional teams and stakeholders, located in various timezones

A leader with excellent communication and collaboration skills (for internal and external interactions)

Ready to Make an Impact?

If you are a strategic thinker with a passion for Customer Experience innovation and want to be a key player in shaping the future of our Measurement practice, we would love to hear from you!

Apply Now!

Nivel de antigüedad Intermedio

Función laboral Otro

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