Senior Partner, Talent Acquisition| We are hiring @ Brevo!
Collaboration and innovation, while staying humbly open is at the root of our identity. Brevo, formerly known as Sendinblue, is the leading Customer Relationship Management (CRM) suite designed to efficiently build meaningful customer relationships at scale in a fast changing digital world. With Brevo, businesses have a unified view of the customer journey in one easy-to-use platform to grow their business with intuitive marketing and sales tools such as Marketing Automation, Marketing Campaigns over Email, SMS, WhatsApp, Chat, and much more. Today, more than 500,000 businesses across 180 countries, including Sodexo, Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo’s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales in one CRM suite. Brevo reached the coveted Centaur status with $100M ARR in January 2023, and has more than 800 employees globally. Its global operations are headquartered in Paris.
As the recipient of 2022 Best in Biz SMBs and 2023 Built In Best Places to Work awards, we truly value creating a space where our team members and clients feel that they are heard and respected. North America is our fastest growing market and this is a heavily influential role. If you’re looking for a fast-paced and exciting environment where your potential for growth and development is unlimited, then we look forward to meeting you soon!
We're currently looking for a Head of Customer Experience (CX) to spearhead the customer experience strategy in the region, reporting to the CEO of North America and the Global VP of Customer Experience. The position involves overseeing our team's support for users, ensuring a smooth account setup, and tackling hurdles to optimize platform usage.
We're seeking a customer-focused operational leader with robust leadership and data-driven skills, capable of driving global initiatives while adjusting to regional needs. The role entails managing and coaching experienced team leaders, fostering customer satisfaction, loyalty, and retention, with occasional hands-on customer interaction to stay attuned to market dynamics and team realities.
As a Head of Customer Experience, you will:
Team Management
Lead, inspire, and develop managerial expertise skills with your team of Customer Experience Team Leads and Representatives supporting their career development
Foster a customer-centric culture prioritizing empathy, responsiveness, and continuous improvement
Organize and train the team to ensure the best customer experience and meet the regional and global business objectives
Strategic Leadership
Contribute to and execute the customer experience strategy aligned with Brevo's NorAm overall business object
Collaborate with the Customer Experience and NorAm senior leadership to integrate customer-centric initiatives into the company's strategic plans.
Customer Experience Optimization
Analyze and optimize NorAm customer experience interactions, identifying pain points and proposing improvements
Implement best practices for agent workflow and ticket management to drive team performance
Cross-functional Collaboration
Collaborate with other departments as needed, including Customer Operations, Marketing, Sales, and Product Development, to ensure a seamless and consistent customer experience.
What will contribute to your success:
Bachelor's degree in Business, Marketing, or a related field. Advanced degree preferred.
Proven experience in a leadership role within customer experience or related fields - Experience with a team of 10/15 preferred
Strong understanding of customer experience flow (e.g., customer/agent mapping, customer segmentation, and satisfaction measurement)
Excellent communication and interpersonal
Analytical mindset with the ability to leverage data for decision-making
Demonstrated ability to lead and inspire cross-functional teams
Familiarity with customer experience technologies and tools
Experience in Marketing Tech is a plus
What we offer:
Salary: $100k-$130k (this pay range includes base and bonus)