[Hiring] Global Customer Experience Director @Adisseo France S.A.S

Role Description

The Customer Experience Director is responsible for the overall strategy and implementation of the entire customer journey, from initial awareness to post-purchase support. Their main objective is to ensure every touchpoint is seamless, enjoyable, and meets or exceeds customer expectations, thereby driving measurable satisfaction and long-term loyalty.

• Set and drive the customer experience vision and strategy:
• Design and orchestrate a cohesive strategy to create an intuitive, high-quality end-to-end customer experience across all channels.
• Foster customer engagement through ongoing, active relationships and interactions with the Adisseo brand, encouraging acquisition and retention.
• Lead a team of professionals and inspire cross-functional teams in service of the Adisseo brand and solutions:
• Collaborate with various departments (Global and regional marketing colleagues, sales, SBUs, IT, Commercial Excellence) to align all efforts towards a single, consistent customer-centric vision.
• Sales enablement:
• Lead the development of the Adisseo Global Sales & Marketing team’s competencies through necessary tools, resources, training, and communication.
• Roll out a Sales Enablement platform and drive the execution of Sales and Marketing Academy programmes, in collaboration with HR/L&D and GTSS functions.
• Customer Engagement Strategy:
• Design and implement proactive strategies to stimulate interaction and keep customers involved with the Adisseo brand and solutions.
• Manage specific communication channels (digital marketing) and initiatives (e.g., email campaigns, loyalty programs, and social media interactions).
• Drive specific, measurable customer actions:
• Using interaction-based metrics such as open rates, click-through rates (CTR), and repeat purchases where feasible.
• Manage how customers feel about their interactions with the Adisseo brand and solutions:
• Generate relevant customer insights, including the potential use of perception-based metrics (e.g., Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), or customer lifetime value (CLV)).
• Embed the digital marketing transformation and roadmap:
• Roll out a sales enablement platform and drive the adoption of innovative communications tools across the global organization.
• Drive Media Investment Efficiency & Effectiveness.
• Strengthen Partnership and Governance across the global stakeholders.

Qualifications

• Bachelor's degree (life sciences or business management) preferably with additional, relevant post-graduate business/commercial qualification.
• Experience developing marketing strategies and demonstrate a proven track record of success in achieving marketing goals.
• Deep understanding in customer journey mapping and strategy setting.
• Demonstrable experience in designing and implementing successful digital marketing campaigns.
• Passion for digital innovation, emerging technologies, and modern creativity (Gen AI, personalization, social influence).
• Excellent communication and influencing skills across multiple senior stakeholders.
• Strategic Thinking: Ability to align initiatives with long-term business goals.
• Collaboration: Effective teamwork in a matrix organization and across cultures.
• Communication Skills: Clear, persuasive communication tailored to diverse audiences.
• Languages: Fluent English (mandatory), French/Spanish or Chinese (considered an asset).

Benefits

• Inclusive & diverse Culture: Be part of a multicultural and global team of 62 nationalities, operating in 100+ countries, that values diversity, promotes inclusion, and supports work-life balance in a respectful and safe work environment.
• Care program, vacation & paid time off, profit-sharing and performance incentives.
• Learning & Career Development: Benefit from continuous training, mentoring, and learning programs, with equal access to career advancement and leadership opportunities.
• Sustainable and innovative company: Work on meaningful projects using cutting-edge technology, with the freedom to innovate and make a real difference.