Head of CX: CRM, eCommerce & Digital Marketing

ProjectOur client is the leading proximity distributor in Southern Europe. It provides the best and fastest access to a market of a vast array of convenience products, pharmaceutical products, electronic top-ups, books, documents, tobacco, and lottery tickets, amongst many others. Has a team of highly qualified professionals comprising more than 6,000 direct employees and 15,000 collaborators, focused on offering their clients a service that is both efficient and adapted to their every necessity.RoleThe role of the customer experience manager is crucial in shaping the strategic direction of our customer engagement platforms, connecting customers and users with the organization's brand, services, and products. You will be:Bridging the gap between business requirements and technical implementationsSupporting the different businesses, and countries in the group with the improvement of sales strategies, customer care support and productivity, digital marketing automation, and corporate communications through the different websites and e-commerce. Defining, prioritizing, and delivering features that enhance our CRM, e-commerce, and marketing capabilities ensuring optimal customer experience across the organization.Defining and implementing customer experience strategies and initiativesAbility to strategically plan, deliver, and manage features and functionalities based on business value and impactAnalyzing customer feedback and data to identify improvement opportunitiesEnsuring consistent and positive customer interactions across all touchpointsCollaborating with cross-functional teams to enhance customer satisfaction.Keeping SLAs for Business As Usual Operations and MaintenanceImproving time to market according to business needsStakeholder management demand managementQualificationsBachelor in Engineering, Business, Marketing...Perfect English & Spanish communication skills.At least 10 years playing a similar role facing client's needs/requirements, managing risks, priorities, program and project management, team management, and supporting business solutions. Budget management (CAPEX/OPEX). Excellent communication and collaboration skills to work efficiently with cross-functional teams, stakeholders, and external partnersConsultancy background. Familiarity with Customer Experience Platforms: Salesforce, SAP Commerce Cloud, Adobe Experience Manager. Familiar with SAP environments. PRINCE2/PMI/AgileDesirable:FrenchCertifications. Experience in Logistics Processes