Myligh150 is a fast growing company looking to hire a VP of Customer. With a diverse customer base, both direct and indirect sales channels, mylight150 wants to strengthen its customer-centric approach, with a focus on delivering excellent post-sales service and support. 

The VP of Customer is responsible for leading and executing the company’s overall customer strategy, ensuring seamless customer experiences, whether customers are distributors, installers or end-users. This role oversees the customer journey, while also managing the customer service and call center operations. The VP of Customer will drive customer satisfaction, loyalty, and retention in a rapidly scaling business. This role ensures that the company can scale while providing a consistent, high-quality customer experience. 

Key Responsibilities

• Customer Experience & Sales Channel Management:
  Oversee the complete customer journey to ensure a consistent, high-quality experience at each stage. Collaborate with sales teams and partners to enhance customer engagement and loyalty.

• Call Center & Customer Support Operations:
  Ensure the efficiency of the call center by promptly addressing customer inquiries. Set performance standards (KPIs) and implement tools to enhance service quality.

• Customer Feedback & Insights:
  Collect and analyze customer feedback to guide strategic decisions and optimize services and products.

• Leadership & Collaboration:
  Lead and develop customer service teams, fostering a customer-focused culture. Collaborate closely with product, marketing, and logistics teams to align with customer needs.

• Performance & Technology Management:
  Define KPIs, monitor customer satisfaction metrics (CSAT, NPS), and implement initiatives for service excellence. Integrate CRM tools and technologies to optimize and automate customer support processes.

Experience

• Master’s degree in Business, Marketing or related field  
• 10+ years of experience 

Expertise

• Proven leadership experience in customer-facing roles, ideally in a scale-up environment or similar fast-growing company. 
• Experience in managing direct and indirect sales channels, or working with third-party partners like installers. 
• Experience managing a customer call center or customer support operations. 
• Fluent in French and English

Soft Skills

• Excellent communication, leadership, and people management skills, with a strong customer-first mindset. 
• Data-driven approach, with the ability to use customer insights to drive decision-making and strategy adjustments 

Contractual Conditions

• Contract Type: Permanent (CDI)
• Compensation and Benefits: Compensation commensurate with profile and experience. Meal vouchers, RTT (additional paid leave), Health Insurance.
• Work Location: Lyon 6 (69).
• Recruitment Process:
  1. Video interview with a member of the Talent Acquisition Team
  2. Video interview with Ondine Suavet Co-CEO (in english)
  3. In-person interview at our offices: Use Case discussion with our CMO & our Sales Director 
  4. Last Round with Virgile Suavet, Co-CEO & our HR Director (videos interviews)