Context

Adeo is the world’s third largest retailer in DIY and decoration goods, with over €23bn yearly revenues and 130 thousand employees across 15 countries. Key group brands include Leroy Merlin, Bricoman, Bricomart, Bricocenter, Weldom and Alice Delice. The group has an ambitious plan to become the world’s leading habitat platform. The Global Customer Experience is a key pillar that will help achieve this as it will define standards and expectations at each step of the process for Customers.

Job description

The Global Customer Experience team at Adeo is looking for a talented, Customer-obsessed Project Manager to support the company growth. The role offers the unique opportunity to drive a 5 star customer experience across all channels of the company, based on a data-centric understanding of customer behavior. The Project Manager will have a key role in the transformation of the company into a Customer centric culture.

Responsibilities include defining the customer macro journey maps, identifying pain points and actionable insights, aligning with the different businesses to prioritize the most impactful projects, and defining KPIs to monitor performance and success. This role will have a high degree of autonomy and interdependence with other teams.

The position will be based in our offices in Lille, Paris, Milan or Madrid.

The Project Manager will have several key responsibilities, including

• Get a deep understanding of the internal and external variables that impact the Customer Journey to identify areas of opportunity to develop and improve the business.

• Build the macro Customer Journey Maps with the main pain points to solve

• Serve as the project manager for CX prioritized initiatives, owning planning and tracking all briefed deliverables, proactively identifying & defining contingency plans when projects are at risk

• Engage with cross-functional teams across the organization (including Product, Data, Sales, Operations) to ensure a global consistency of the Customer Experience by driving operational efficiency, eliminating pain points, and delivering innovative solutions.

• Collaborate with the different business units to define, understand and track the KPIs of the customer journey and evangelize the concept

Basic Qualifications

• MSc degree in Business, Engineering, Statistics or related field from a top-tier university.

• 3 to 5 years of experience in business intelligence and data analytics within e-commerce and/or online marketplace environments.

• Highly organized and results oriented with a high degree of ownership.

• Proficiency in Excel

• Personal initiative and strong hands-on attitude along with creativeness, decisiveness and results-driven mentality for a business-focused way of thinking.

• Strong interpersonal and relationship-building skills.

• English and French proficiency. Another EU language is a plus.

Preferred Qualifications

• Proven analytical and quantitative skills and an ability to use data and metrics to back up assumptions and develop.

• Ability to think quantitatively and qualitatively about operating processes and outcomes.

• Proven independent decision-making skills in an often- ambiguous environment.

Adeo is an equal opportunities employer. We welcome applications from all members of society and believe that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills and value your passion to collaborate, learn, invent, build and succeed.