We are looking for a Chief Experience Officer to join our executive management team. You will be responsible for continually improving the customer experience and ensuring that the company always follows a customer-centric strategy. You will be a “decision-maker” within the organization with the aim of consolidating and enhancing customer acquisition and retention.
* What you'll do
* Advocate for consumer needs in the development and deployment of projects and strategies throughout the organization;
* Work with internal stakeholders to identify gaps in the customer experience and opportunities to improve;
* Capture, monitor, and analyze customer feedback;
* Ensure the customer experience strategy aligns with the big-picture business strategy considering trends and changes in the fashion ecommerce industry;
* Oversee customer service teams, customer experience practitioners, designers, developers, and researchers dedicated to improving user experience across various platforms and touchpoints;
* Measure and track the impact of initiatives on the company's data and key performance indicators (KPIs), including overall customer sentiment and customer satisfaction metrics;
* Educate the organization about the customer life cycle and buyer's journey.
* Track and measure customer acquisition and retention.
* What we're looking for
* 2-3 years of experience as a Chief Experience Officer or similar role;
* 3-5 years of experience in developing and implementing customer service projects in the digital sector. Previous experience in the fashion or design industries is a plus;
* In-depth knowledge of different digital channels and markets;
* Excellent knowledge and experience with digital metric;
* Sense of ownership and pride in your performance and its impact on the company's success;
* Ability to work in a structured way, setting clear goals and monitoring results; strategic-minded and with strong analytical thinking and problem-solving skills to resolve complex situations and find alternative and practical solutions;
* Excellent conceptual skills : abstract, creative, critical, and logical thinking;
* Strong written and verbal communication skills, including PowerPoint presentations; ability to lead / coordinate meetings with multiple participants / interactions;
* Proficient knowledge of Italian and English; a third language is a plus.
* What we offer
* Competitive compensation package based on your skills and experience;
* Benefits : Discounts to our owned brands and brand partners, and additional perks in the form of local discounts and offers;
* Learning Development Programs : continuous learning experience;
* Be part of the young (31 on avg.) and international (30+ nationalities) #TLGpeople group and work in a dynamic and fast-moving environment.
We hire for potential, and we reward based on impact. We think big, move fast, and never stop learning. In our dynamic, fast-moving environment, opportunities for growth are limitless.
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