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Customer Experience Director French Market

  • Indefinite
  • Full time
  • €50,000 - €60,000
  • 08005, Barcelona, Barcelona, Spain
  • Customer Experience

Hello!

At Factorial we are looking for a Customer Experience Director for the French Market to bring our CX team to the next level. 

Before digging into much details...

If you seek a place to demonstrate and be accountable of your own success, but you don't meet every point of this Job Description, please, apply anyway!


Are you ready for the challenge?🚀

In this role you will report directly to the Head of Customer Experience and will work hand in hand with the other Area Managers to masterize our upselling, retention, satisfaction, and activation plan for our existing clients. We are looking for a person who wants to get involved and contribute innovative ideas and truly impact on the business future.


  • Lead and guide a dedicated team of Account Managers' Team Leads; Leading leaders who nurture a culture of fun, well-being, teamwork, open feedback, and respect, while ensuring high performance, excellence, and achievement of set targets (Churn, NDR, etc.).
  • Strategize on team performance metrics, identifying with the Team Leads areas for improvement, and implementing tailored actions to drive your team and the business towards success.
  • Excel in Customer Experience, their experience matters the most! Design, evaluate, analyse and execute innovative strategies and tactics aimed at maximizing customer retention, fostering upselling opportunities, and contributing significantly to overall revenue amplification.
  • Actively participate in developing and implementing robust recruitment, development, and retention strategies in partnership with Talent teams to build the best teams.
  • Providing consistent and constructive feedback, and fostering hands on leadership. There are no dirty tasks, we love what we do!
  • Enhance product development and Market excellence with cross-functionally collaboration; product development, customer experience, sales & people strategies.


Your Profile 

  • French expert speaker and fluent in English, Spanish is a plus! We are international!
  • Proven experience Managing Customer oriented teams & Team Leads; ideally in Customer Experience team, with a track record of driving customer retention and upselling. Other Sales,Customer Satisfaction, and similar experiences are highly valued!
  • Able to manage and prioritise multiple responsibilities.
  • Tech Savvy! Passion for technology, the digital world and innovation is a must!
  • Strong analytical skills and a problem-solving mindset, data insights to drive informed decisions is key.
  • You like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away!
  • Ready to work in a fast-paced, less corporate, startup environment.
  • Eager to take ownership of the company and share improvement points (we have a culture of change!)


Perks of being part of our team 😏

  1. Save expenses with Cobee 💰 and get your salary in advance with Payflow 💸
  2. Healthy life with a free physiotherapist in the office, Gympass 🧘🏽‍♀️ and Alan as private health insurance 🩺 
  3. Language classes with Yolk Academy & Factorial Language exchange 👩🏽‍🏫
  4. Syra and Apeteat discounts ❗
  5. Breakfast in the office, organic fruit🍏 and free caffeine and theine☕
  6. Flexible schedules ⏰, pet Friendly 🐶 and no dress code!😀


Structured Career Paths & Salary from 50.000 to 60.000 OTEs.


Is this you?! Come rock the world with us! 👌


About Factorial HR 🤓

Factorial is an all-in-one HR Software fast-growing startup founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +1000 people in Barcelona, Brazil, Mexico, and EEUU offices.🌎

👀We've won awards and received outstanding customer feedback since day one. It has closed over 200M$ in funding with top international venture capital firms (Atomico, Tiger, CRV, Creandum, Point Nine Capital, and K Fund).

Diversity is part of our culture, we have more than 43 nationalities in our teams and we are infused in an inclusive environment for all employees and candidates. Please feel free to apply with the way it suits you better! (blind resume, identity pronouns, cover letter, etc). We do not discriminate on any aspect, in fact; Factorial encourages everyone to join us!

We #betonpeople 💗

#LI-IE1