Customer Experience Project Leader Export

The L’OCCITANE Group is a leading international manufacturer and retailer of premium and sustainable beauty and wellness products. The Group operates in 90 countries worldwide and has 3,000 retail outlets, including over 1,300 of its own stores. Within its portfolio of premium beauty brands that champion organic and natural ingredients are: L’OCCITANE en Provence, Melvita, Erborian, L’OCCITANE au Brésil, LimeLife by Alcone, ELEMIS, Sol de Janeiro and Dr. Vranjes Firenze. 
With its nature-positive vision and entrepreneurial ethos, L’OCCITANE Group is committed to investing in communities, biodiversity, reducing waste and to finding sustainable solutions to create a better and healthier planet. The mission statement of the Group is: With empowerment we positively impact people and regenerate nature. 
L’OCCITANE is also committed to sustainability for business, people & the planet, as well as respect of human rights, ethics principles and labour protection. All employees at L’OCCITANE must therefore implement the company’s mission and integrate the social, environmental, economic and legal effects of their actions in their day-to-day job. In practice, this means that any employee at L’OCCITANE shall contribute to growing sales, regenerating nature, caring for our consumers & partners and supporting our employees. The L'OCCITANE Group is a certified B CorporationTM.
 

MISSION & CONTEXT :

As L’Occitane En Provence Customer Experience Project leader Export, your role is to ensure the operational excellence and the optimum customer experience. Your main mission will be to inspire, motivate & engage retail teams to provide the best possible experience to our potential & existing customers, by delivering the appropriate tools, guidelines, and support.

You will work extensively with the other Export expertise (Sales, Marketing & Digital teams) and will report to the Export Senior Customer Experience Manager.

MAIN RESPONSABILITIES :

1)COUNTRY FOLLOW UP

• Lead country follow up on dedicated markets of the EMEA region. Make sure that markets’ needs are gathered.
• Develop a strong collaboration internally with sales, digital and marketing teams in order to propose 360 plans to your dedicated markets.
• Contribute on animating the Retail community and propose ideas for better engagement

2)RETAIL OPERATIONS

• Follow up your dedicated markets performance to identify business needs by analyzing monthly results and KPIs
• Focus on improving Conversion and NPS in stores
• Prioritize and coordinate Retail Operations projects & roll out for your dedicated markets in the EMEA region.
• Animate and ensure the exchanges of best practices and the potential optimizations on retail operations practics across the BU
• Coordinate the exchanges of best practices across the BU on retail staff management / motivation / retention
• Partner with local Retail Managers, L&D Managers and HR Managers to elaborate action plans to reduce turnover.

3)LEARN & DEVELOPMENT

• Elaborate action plan on training aspects, in order to maximize field people knowledge, competencies and productivity
• Builds and monitors a training calendar for the whole year: dates / types of learning events (on new products or on long-term skills such as Essentials, Face care, Fragrance, Expert Selling and new modules to come) / trainers
• Keeps informed on what has to be updated (ranges, products, visuals, content) and modify L&D modules
• Develop L&D modules and services in store when necessary
• Roll out & follow-up of the e-learning

HOW CAN YOU FIT :

• +3 years’ experience in operational marketing (customer experience, marketing required)
• Fluent in English & any other language is a plus
• You have business acumen & structured thinking with good analytical skills
• You are flexible and able to adapt in various environment
• You are comfortable with organizing, planning & multitasking approach
• You are able to connect and influence with customers, partners, suppliers & colleagues across functions in a multicultural environment
• You are creative, flexible & service oriented
• You are comfortable with public speaking and have excellent communication skills
• You are comfortable with Learning Management System, PPT, Excel and Word
• You are willing to travel up to 25%

WHAT WE OFFER :

• Working for a unique company, strongly committed towards the planet and the people (B Corp certification)
• Working with passionate colleagues coming from all over the world
• A unique culture centered around entrepreneurship, where everyone is expected to collaborate, experiment & move fast
• Internal mobility opportunities
• Monthly allocation & discount for store products
• Attractive Social Insurances coverage
• 5 weeks annual leaves & 3 extra-days offered as public holidays
• Flexible and hybrid work arrangement
• Attractive Parental Leave Policy
• Public transport allowance

PERMANENT CONTRACT, full-time position
STARTING DATE: ASAP

L’OCCITANE is an equal opportunities employer. This means that, when making decisions about our employees’ careers with us, our main considerations are their ability to do their jobs and develop in their roles. One way we cultivate change is by creating a more diverse and inclusive workplace and organizational culture. As part of this, we are committed to building an environment that is free from discrimination and harassment where everyone feels respected and valued. We recruit positive-minded people who share our core values - entrepreneurship, team spirit, leading by example and authenticity – and our commitment to sustainability. 
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