Global Customer Experience Director

Description

Welcome diversity and apply as you are! At Adisseo, we cherish the value of diversity whatever it may be. 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. Key Responsibilities: 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 expe-rience across all channels, fostering customer engagement through ongoing, ac-tive 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, collaborating 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 the necessary tools, resources, training and commu-nication, including the roll-out of a Sales Enablement platform and driving the exe-cution of Sales and Marketing Academy programmes, in collaboration with the HR/L&D and GTSS functions Customer Engagement Strategy: Through a team of professionals, design and im-plement pro-active strategies to stimulate interaction and keep customers in-volved with the Adisseo brand and solutions, managing specific communication channels (digital marketing) and initiatives (e.g. email campaigns, loyalty pro-grams, and social media interactions). Drive specific, measurable customer actions (e.g., website visits, social media shares, email click-through rates, product usage frequency), 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—their emotions, perceptions, and overall satisfaction, through relevant customer insight generation (incl. 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, whether internal or ex-ternally focused, including the roll out of a sales enablement platform and drive the adoption of innovative communications tools across the global organisation. Drive Media Investment Efficiency & Effectiveness Strengthen Partnership and Governance across the global stakeholders Qualifications: Bachelor's degree (life sciences or business management) preferably with addi-tional, 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 mar-keting 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 audi-ences. Excellent communication and influencing skills across multiple senior stakeholders. Languages: Fluent English (mandatory), French/Spanish or Chinese (considered an asset). What we offer 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. Benefits: 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. Because we contribute to feeding 8 billion people, sustainability is not an option - it is our ambition.