Head of Online Customer Experience (B2B Clients) at Lemana PRO (Leroy Merlin)
Lemana PRO (Leroy Merlin) is seeking a Head of Online Customer Experience (B2B Clients).
Responsibilities:
- Design customer experience: develop customer experience architecture, create customer journey maps (CJMs) for B2B clients, and automate touchpoints;
- Manage projects: conduct CX/UX research for B2B clients, form a roadmap for improving customer experience;
- Work with data: collect, optimize, and analyze metrics (GMV, conversion, RO, and others), develop the analytics system, and implement monitoring tools;
- Lead cross-functional work with various related teams and act as a business stakeholder for IT departments.
Requirements:
- 2+ years of experience in designing customer experience for B2B clients online;
- Knowledge of specifics of working with B2B clients and understanding their needs;
- Ability to conduct research, analyze data, and develop recommendations based on the results obtained;
- Project coordination and management skills, experience in leading cross-functional projects with related business and product teams;
- Systemic and analytical thinking, high level of initiative and leadership, openness in communication, ability to work in uncertainty and multitasking, high customer orientation.
Conditions:
- Work in a stable leading company in the DIY market with a unique corporate culture;
- Developed system of internal employee training, opportunities for professional growth, development programs for employees;
- Flexible bonus system;
- Extended social package: voluntary medical insurance with dentistry from the first month of work, meal compensation, and mobile communication costs covered;
- Progressive social benefits program for employees based on length of service;
- Modern office located 2 minutes walk from the MCC ZIL station.
