Senior Customer Success Manager Luxury H/F - 75

Founded in 2006, in Shanghai, CXG today has a global footprint and leverages 15 years of experience in market research and insights, consultancy, measurement of experience and impact on business performance and in specialized trainings and coaching for luxury and premium brands.

Learn more about Customer Experience Group by visiting .We are growing! We are currently looking to hire a Senior Customer Success Manager for our office in Paris, where you will be based.

Who we are

Founded in 2006, today, we're proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.

At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world's most iconic premium and luxury brands.

What you will be doing

You will join a dynamic and fast-paced environment and work closely with our global teams to develop strong and long-lasting relationships with strategic and complex clients. As a Senior CSM you will be managing more junior team members and partnering with internal teams across different departments (Operations, finance, legal, regions) to deliver qualitative projects.

KEY RESPONSIBILITIES:

Team Management:

- Manage a team of CSA/Senior CSA & CSM, the more junior team members
- Create a healthy, positive and effective team environment
- Provide clarity on team's performance and how individual goals align with CXG's strategy.
- Develop the team by imparting knowledge, skills, and experience to others
- Lead by example on CXG principles, integrity and professionalism and ensure own team is complying with the company's policies, guidelines, and standards
- Assess and ensure that HR resources are calibrated to meet business needs
- Implement the local strategy in alignment with the Group's long-term ambition
- Ensure the success of onboarding new team members

Customer Success:

- Manage strategic and complex accounts
- Partner with luxury and premium brands to help them transform and drive business impact through customer experience.
- Maintain and nurture the client portfolio by offering white glove service and added value.
- Make insightful and engaging face-to-face presentations to C-level executives
- Take responsibility for solving customer challenges on the day to day
- Design collaborations that are set up for success ( timelines, resources... )

Project Management:

- Partner internally with members of our international teams to onboard them on your collaborations
- Provide clear instructions to allow all contributors to perform to the best of their ability
- Set clear timelines, regular project updates and meet deadlines