🌟 CONTEXT

Adeo is the world’s third largest retailer in DIY and decoration goods, with over €32bn yearly revenues and 150 thousand employees across 15 countries. Key group brands include Leroy Merlin, Bricoman, Obramat, Tecnomat, Obramax, Bricocenter and Weldom. The group has an ambitious plan to become the world’s leading habitat platform. The CX Marketing and Market Intelligence is a key pillar that will help achieve this as it will define standards and expectations at each step of the process for Customers.

The CX Marketing and Market Intelligence team at Adeo is looking for a talented, Customer-obsessed, Customer Experience Feedback Manager to position CX excellence as a core driver of 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 satisfaction. The Customer Experience Feedback Manager will have a key role in the transformation of the company into a Customer centric culture.

Responsibilities include :

• overseeing the global Customer feedback measurement program
• collaborating with the other business units to evangelize the methodology and ensure its adoption
• and scale and drive adoption of the program globally.

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.

🎯 YOUR JOB

The Customer Experience Feedback Manager will have several key responsibilities, including

• Responsible for the Customer experience feedback measurement program within the group (NPS, Customer rating…)

• Support ongoing NPS measurement via survey management, data analysis, dashboard creation, reporting and feedback distribution

• Analyze trends of Net Promoter Score (NPS) Detractors/Promoters to identify opportunities to improve customer experience

• Help determine strategic areas of focus for the company based on NPS insights

• Help conduct root cause analysis to identify the drivers of customer sentiment and behavior

• Conduct Ad Hoc research and business process improvements in order to further improve customer experience

• Assist in developing exec-level reports & presentations to share NPS progress & insights

• Collaborate with the different business units to define, understand and track the right KPIs of the Customer journey and evangelize the concept to ensure a global consistency of the Customer Experience, ensure adoption & consistency of usage of the program

🥇 YOUR PROFILE

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 services/industry (retail is a plus) sectors or Market Research companies.

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

• Proficiency in Excel (SQL is a plus) and qualtrics

• Personal initiative and strong hands-on attitude along with creativeness, decisiveness and results-driven mentality for a business-focused way of thinking, experience in managing international projects with multiple stakeholders.

• 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.

You recognize yourself in this description ?

Start the Adeo adventure and apply !