Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

🚀 Your next challenge
Through perfect knowledge of the company's journey and thanks to its honed expertise of the customer experience (and in particular digital), the CX champion strongly contributes to the overall improvement of the Sodexo Pass France customer experience :

* By collecting information and data, the CX champion produces the modeling and updating customer, consumer and affiliate journeys.

* By using data from hot and cold surveys, the CX champion identifies fine-tune customer irritants and sources of journey improvement.

* Co-piloting and improving pathways, worked in collaboration with stakeholders and his CX colleagues, contributes to the development of the customer culture in the company.

* Through his position as a technical leader and expert on the company's customer experience topics, contributing to improving our customer, consumer and affiliate satisfaction indicators.

* Helping to identify "magic moments" and emotions in conjunction with the function marketing in order to magnify the experience offered. Internal/external contacts (department, service)

* Internal contacts mainly with all internal departments producing the service.

* Privileging collaborations with the CX team in the broad sense but also the Owner processes, the products owners, business owners, marketing product managers.

What you'll be doing:

1. Manage, train, develop and coach your team and/or peers on CX subjects

2. Analyze, Build and manage customer journeys in a dynamic of continuous improvement

3. Collect, analyze and use feedback from our customers in an implementation logic action plan improving the satisfaction of our customers, consumers and affiliates

4. Nurture and ensure accountability for our feedback management approach

5. Leader in the animation with his peers of a steering committee allowing to govern in transverses our customer and consumer experience by providing the right dynamic collective, and by guaranteeing the proper implementation of concrete actions to improve course.

6. Work on achieving target KPIs and SLAs to work: the "experience touchpoint" (by channel), "journey experience" (by step) and "total experience" (VoC) corresponding to the level of service expected in our activity in collaboration with our "Voice of the Customer" expert.

7. Ensure the management of a network of internal expert correspondents in order to quickly find the right customer responses to unblock situations

8. Collaborate constantly with product owners, business owners and product managers in order to to be in direct contact with their peers and find with them the right levers for improving their customer and consumer experience.

9. Implement "CX" checklists during releases to control developments in features and new products to ensure a successful customer experience.

10. Participate with the team actively and directly in changes to customer journeys in providing the right insights and customer and consumer oriented inputs 11. Propose, create and drive modification of operational processes if necessary to improve customer experience and quality of service.

12. Propose and deploy corrective actions when the results are not in line with the CX goals

13. Work on an optimal distribution of CX tasks in the "RACI" spirit in order to clearly define the limits of each person's liability.

14. Develop the CX expertise of your team and/or peers through targeted training to deliver the level of service expected by our customers.

15. Communicate on results and activity in order to strengthen customer culture and inform.

🌟 You're a match

Technical Competencies:

• Strong digital experience Knowledge and practice of tools feedback platform type management
• Customer journey design
• Strong UX/UI sensitivity Perfect mastery of VoC indicators & CX, and the digital world
• Ability to process/interpret data from CX & Digital Mastery of digital channels and touchpoints
• Expertise in Customer Journey mapping
• Expertise in Feedback Management methodology
• Digital and Artificial Intelligence awareness (chatbot, web platform, …)
• Ability to build and follow Customer Experience Dashboard
• Strong knowledge of Customer Care supporting processes Behavioral competencies:
• Cultivates innovation: Creating new and better ways for the organisation to be successful
• Customer focus: Building strong customer relationships and delivering customer-centric solutions
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Drives Results: Consistently achieves results, even under toughcircustances.

• Knowledge of CRM tools type Salesforce Service Cloud.

• Expertise in the professions of Customer Relations.

Experiences:
Proven experience >3 years being part of building Customer Experience approach
Experience in service BtoB industry or possibly BtoC

Languages:
French, english

Competencies :
Adaptability
Client Relationship Management (CRM) Systems
Collaborates
Communication
Customer-Centric Mindset
Data Analysis
Emotional Intelligence
Multichannel Communication
Pluxee Product and Market Knowledge
Problem-Solving

🔎 To get this challenge

face to face with Talent recruiter
face to face with Director

📍 Your location
Paris

Position open to poeple with disabilities

☀️ Happy at work
1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) A great culture: People matter - a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!
3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.