Chief Experience Officer F/M

Are you excited for your new career adventure?  
At Lyreco, we offer more than just a job, but a career! We are looking for a talented and ambitious new Chief Experience Officer to join in HQ (Marly).

Lyreco is the European leader and the third largest distributor of workplace products and services in the world.  A privately owned company since 1926, Lyreco has constantly adapted to the evolutions of workplace thanks to its focus on excellence in customer experience, strong partnerships with renowned suppliers, and efficient logistics.  

 
With more than 12,000 employees, Lyreco directly operates in 25 countries in Europe and Asia and covers 17 additional markets on 4 continents through a network of distribution partners

YOUR MISSIONS:

1- Perimeter

The role of the Chief Experience Officer is to define, formalise, implement, continuously improve the Lyreco Customer Experience strategy to develop revenue.

You will make sure that Lyreco provides a unique and differentiated experience to its customers thanks to a fine orchestration of its multichannel approach: sales forces, customer care and digital presence.

The successful candidate will serve as a key member of the group executive team (GET).

You will have the responsibility to manage a team with Group Directors in each of the contact points domains (Sales, Customer Car and Digital), assisted by a Group Marketing Director (ensuring a coordination of the marketing efforts in all the channels).

2- Responsibilities

Multichannel Strategy

• Define the multichannel strategy of Lyreco, combining and optimising the presence it has on 3 contact channels (customer facing with Sales force, indirect facing with Customer Care and Digital).

• Formalise this strategy and ensure the proper implementation of the subsequent model in all the countries where Lyreco is present thanks to a strong collaboration with the Managing Directors community.

• Continuously improve this model thanks to the input of the markets, a strong follow up of the market trends and a pioneering approach to provide to Lyreco customers an unmatched customer experience in the industry.

Leadership

• Extensive collaboration with the other members of the Group Executive Team and act as a strong team player.

• Manage and inspire a team of seasoned Group Directors (Sales Operations, Customer Experience, eCommerce and Marketing) who will share the responsibility to develop, together, the multichannel approach and ensure the appropriate actions are put in place in their areas of expertise to deliver it.

• Entertain a strong relationship with the Managing Directors community to remain highly connected to the market situations.

• Develop a culture of strong relationship between the Group Directors and the communities of counterparts in the countries.

Technical Solutions

• Propose new technical solutions that should be deployed in the organisation, in close cooperation with the COO and Group IS Director to ensure compliance with the Group technical strategy.

3. Key Performance Indicators

• Net Promoter Score

• Acquisition of New Customers

• Retention rate of Existing Customers

• Penetration rate of the Existing Customers

• Great People Survey score

YOUR PROFILE:

• Bachelor Degree in Business Management or equivalent.

• 5 years minimum experience in a Global Leadership Team or as a Business Unit director (MD)

• Strong business acumen

• Strong team player

• Demonstrated ability to lead and inspire large and international teams, with very strong communication skills

• Proven ability to work in a multicultural environment

• High level of energy

• Experience in managing a customer facing sales force

• Experience in managing indirect facing teams

• Experience in the pure Digital sales domain

• Ability to work with minimal supervision

• Fluent in English.

Position based in: Brussels with extensive weekly presence in Marly, Gdansk or Dordrecht and regular travels in the countries.

REASONS TO JOIN LYRECO:

• A full- time job in a dynamic, passionate, international team
• Competitive salary
• Hybrid work model
• Pension plan
• Personal growth budget

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