Head of CX France

Hello!

At Factorial we are looking for a Head of CX France to bring our Customer Experience team to the next level.

In this role you will report directly to the Global Head of Customer Experience and team up with other Area Managers to spearhead our mission of creating for our French customers the highest satisfaction levels at every touchpoint.

We are looking for a person who wants to get involved and contribute innovative ideas and truly impact on the business future mastering our upselling retention satisfaction and activation plan for our existing clients.

Are you ready for the challenge

• Lead and guide a dedicated team of 20 AM and 2 Team Leads; fostering a culture of fun wellbeing 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 crossfunctionally 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.
• Track record of driving customer retention satisfaction and market growth. Other SalesCustomer Satisfaction and similar experiences are highly valued!
• Tech Savvy! Passion for technology the digital world and innovation is a must!
• Strong analytical skills and a problemsolving mindset data insights to drive informed decisions is key.
• You like making things easier for customers and colleagues. If theres a roadblock you want to smooth it away!
• Ready to work in a fastpaced 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

• High growth multicultural and friendly environment
• Save expenses with Cobee and get your salary in advance with Payflow
• Healthy life with Gympass and Alan as private health insurance
• Language classes with Yolk Academy
• Syra discounts Nora & Apeteat lunch
• Breakfast in the office organic fruit and free caffeine and theine
• Flexible schedules pet Friendly and no dress code!

Structured Career Paths & Salary from 60.000 to 80.000 OTEs.

Is this you ! Come rock the world with us!

About us

Factorial is an allinone HR Software fastgrowing company 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 900 people in Barcelona Brazil Mexico and EEUU offices.

Our Values

• We own it: We take responsibility for every project. We make decisions not excuses.
• We learn and teach: Were dedicated to learning something new every day and above all share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us Check our website!

We #betonpeople

#LIIE1