Head of CX

About Geopost

Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in more than 50 countries across all continents through its network of expert delivery brands, including: DPD, Chronopost, SEUR, BRT, Speedy and Jadlog. Leveraging its industry-specific expertise, Geopost is further growing the development of Out-Of-Home delivery services with Pickup, the densest parcel shop and locker network in Europe and is also expanding temperature-controlled solutions for food and healthcare business. In a world of acceleration and transformation, Geopost engages and embraces new e-commerce territories with ESW via Asendia, epicery and Pourdebon.com.

With 57,000 employees, Geopost endeavors to make commerce more convenient, profitable and sustainable for their customers and communities. Committed to becoming an international reference in sustainable delivery, Geopost is the first global delivery company to have its roadmap to Net Zero by 2040 approved by the Science Based Targets initiative (SBTi).

Part of the La Poste group, Geopost generated a €15.7 billion revenue and delivered 2.1 billion parcels worldwide in 2023.

We are hiring for our headquarters based in Issy les Moulineaux (92) a Head of Customer Experience.

Job Description

We are looking for a hands-on Head of Customer Experience to join us and drive our group’s CX vision and program. Geopost CX strategy is being currently shaped and rolled-out as a conjoint effort of the Brand and Digital Experience and Market Research Departments.

You will work directly with the CX experts in our business units to execute and further develop our global CX Strategy. As part of this ecosystem, you will be thus a major contributor to the team’s mission, namely, to consolidate the company’s global customer understanding, in order to anticipate and shape future business.

Reporting to the Market Research Director, based in Issy Les Moulineaux and functionally in direct relationship with the Brand and Digital Experience Director, you will support transversally Geopost teams (sales, marketing, communications, sustainability etc.) as well our local business units by providing relevant customer insights.

You will be part of a multicultural team, most of the meetings and materials you produce will be in English.

Your main tasks and responsibilities will include:

• Responsibility for Geopost’s global CX Strategy and its evolution.
• Responsibility and coordination of the Customer Experience/Voice of the Customer (VoC) program.
• Project management: Roll-out out CX platform & program in all business units
• Manage group wide CX community and foster best practice sharing between CX champions of our country organizations.
• Design, map and orchestrate complex customer journeys.
• Co-design, implementation and analysis of customer surveys/feedback and derivation of necessary measures in cooperation with the areas of business process improvement, Marketing, Customer Service and IT.
• Support in identifying and implementing optimizations to reduce customer pain points.
• Lead cross-functional team to translate insights from customer feedback into action.
• Identify group wide initiatives and standards to improve the customer experience and implement them with clear control.
• Raising CX awareness across the group through training and reports.
• Promote a customer-centric culture and drive transformation by being a pivotal member and animator Geopost’s CX Community.

PROFILE

You have a master’s degree in business, marketing or logistics and significant professional experience in customer experience, market research or marketing. (minimum 5 years).

Key success factors:

• Customer focus: whether internal or external, you listen and bring value to your customers.
• Expert knowledge of voice of the customer systems.
• Experience in developing and implementing international CX programs that provide actionable insights.
• Strategic, key performance indicators and customer-oriented thinking and action
• Advanced stakeholder management.
• Proven track record of successfully managing international projects.
• Ability to work independently, as well as part of a team.
• Proactive, autonomous and result driven, you deliver on time and expectations.
• Excellent presentation skills.
• Very good communication and fluency in English. French is a plus.