🌟 The context

Adeo is the world’s third largest retailer in DIY and decoration goods, with over €30bn yearly revenues and 150 thousand employees across 15 countries. Other key brands include Tecnomart, Bricoman, and Leroy Merlin.

The marketplace is a key pillar of an ambitious plan to transform the entire business and become the world’s leading habitat platform. The marketplace will help expand the product and service offering, improve Customer experience, reinforce the market positioning and create a key revenue stream.

🎯Your Mission

The Marketplace Customer Experience team is looking for a talented, customer-obsessed Website Customer Experience Manager to support the marketplace growth. This position offers a unique opportunity to learn and gain a holistic view of our marketplace business with emphasis on creating and improving the customer journey. The ideal candidate will demonstrate a high degree of ownership and initiative in driving complex, cross-functional projects. Your success will be driven by your ability to understand customer needs and turn that knowledge into scalable solutions. You will be tasked with using your deep customer insights to design exceptional customer journeys. As the owner of this topic, you will coordinate your initiatives with senior leadership across business units and digital teams.

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

The role will have several key responsibilities, including:

• Applying a data driven approach and interpreting the voice of the customer to understand customer needs and behaviors.

• Utilizing your understanding of the user journey and conversion funnel to identify missing elements of the customer journey within the Marketplace.

• Leveraging data to get insights into high impact business problems across business units, geographies and product categories in order to optimize user journey and improve customer experience.

• Using your knowledge of e-commerce website models as well as benchmarking techniques to identify key user journey elements.

• Using your insights to create the optimal user journey across France, Italy, Spain and Portugal.

• Creating initiatives to implement new user journeys and coordinating these initiatives with digital teams and country business units.

• Ensuring that our initiatives are seen by senior stakeholders in multiple countries and lobbying to those stakeholders to address customer experience and journey needs.

• Working closely with Dan, Head of Supply Chain and Customer Experience, Anthony, Senior Project Leader and Digital Platform Leaders, to design the customer journey, drive best-in-class customer experience and maximize customer retention.

• Identifying new opportunities based on latest industry innovations and drive continuous improvement initiatives

🥇 Your Profile

Basic Qualifications

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

• 5+ years of experience in an e-commerce or marketplace customer experience role

• Strong analytical skills.

• Proven ability to deliver complex, cross- functional projects.

• Strong written and verbal communication and negotiation skills.

• Proven experience in developing original ideas, approaches, and solutions to atypical, unusual, or difficult situations in a competitive and ever-changing business climate.

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

• English proficiency.

Preferred Qualifications

• 8+ years of experience in an e-commerce or marketplace user experience role.

• MBA from a top tier business school .

• Fluency in French, Italian and/or Spanish.

• 2-3 years in UI or UX design.

• 3-4 years project management experience.

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.