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Head of Global E-Commerce CX 🚀
Localisation: Lille (Terradeo) or Paris, with a hybrid rhythm (at least 2 days/week presence in Lille)
Management: 8 specialized Business Owners
Scope: International (ADEO Services), in collaboration with Group Business Units (Leroy Merlin, Bricoman, Weldom, Saint-Maclou…)
Expected Seniority: 10 years of experience in Online CX strategies with a major player (pure-player or international omni-retailer)
🌎 ADEO, WHO ARE WE?
ADEO is an international community of companies (Leroy Merlin, Weldom, Bricoman…) with 115,000 leaders and a shared ambition: to be useful to people worldwide.
Within the group's headquarters, our mission is to support our brands globally. In a retail sector undergoing transformation, we aim to reinvent our usefulness to people and take on the challenge of building the global home platform.
🏆 The Omnicommerce department is tasked with delivering the best omnichannel experience to customers. To achieve this, our teams collaborate closely with Digital and Data teams to develop increasingly optimal digital solutions, tailored to the needs of our customers and employees.
🌟 THE CONTEXT
As the Head of Global E-Commerce Customer Experience, you are the architect of the global customer vision. Your mission is to provide a clear and coherent direction for the digital experience across all our markets, transforming user needs into concrete growth levers. To do this, you will unite energies around a common strategy, creating a strong bridge between the business challenges of the Business Units and the Product & Tech roadmaps.
🎯 YOUR MISSION
1. Drive the Vision & Coordinate the Strategy
- Define Standards: Champion an ambitious CX vision (for individuals and professionals) and ensure its consistency across all group platforms.
- Prioritize by Value: Align Business Unit requests with the global strategy. You will act as a facilitator to ensure each development has maximum impact on satisfaction and performance.
- CX Ambassador: Represent the customer's voice in strategic forums and lead the international CX community to foster the sharing of best practices.
2. Manage & Support a Team of Experts (8 collaborators)
- Inspiring Leadership: Support and grow a team of 8 Business Owners (App, Pro, Services, SmartCX...).
- Expertise Structuring: Provide robust working methods and measurement tools (friction KPIs, engagement) to strengthen your unit's legitimacy and autonomy.
- Culture of Excellence: Develop a team culture focused on continuous learning, data analysis, and innovation (AI, personalization).
3. Performance & Innovation Management
- Quality Assurance: Ensure the fluidity of omnichannel journeys (Web to Store, Services, Pro) and anticipate the evolution of digital usage.
- Anticipation: Integrate new technological trends to maintain our journeys at the forefront of the global e-commerce market.
🥇 YOUR PROFILE
We are looking for a recognized digital professional with technical expertise and the ability to lead complex teams.
- Proven Experience: A minimum of 10 years of experience in Online CX with a major player (pure-player or omni-retailer), ideally in international environments with high interdependence. Experience in strategic consulting is an additional asset.
- Digital Ecosystem Mastery: You have a thorough understanding of Product & Tech challenges and can communicate effectively with experts from various fields.
- Influence Capability: You know how to convince and unite around a vision through your expert aura and interpersonal skills.
- Manager-Coach Posture: You have a successful track record in managing experts and are committed to developing your team's talents.
- Languages: Fluent English (essential for daily exchanges with our markets).
🎁 As an ADEO Services employee, you benefit from:
- A stimulating environment that encourages initiative and an entrepreneurial spirit.
- Training tailored to your role to develop your skills.
- Opportunities for career advancement and internal mobility within an international group.
- Quarterly collective bonuses and the possibility of becoming a shareholder.
- A flexible remote work policy.
- Support for soft mobility: participation in the purchase of bikes and scooters, as well as a carpooling allowance.
ADEO is committed to greater diversity and inclusion, with an agreement and a commitment to support people with disabilities. We support our future employees in adapting their workstations.
Ready to build the home platform of tomorrow? We look forward to discovering your journey!