Senior Customer Success Manager (Luxury)

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

What you will bring along:

This role requires a passion about the luxury industry and customer experience. It also requires strong organization skills as well as past experience in a client-facing role. You should also have the below:

• Bachelor’s/ Master’s Degree in Administration, Business, Management or related field.
• Minimum of 8 years of experience in the luxury retail industry handling accounts.
• Previous work experience preferably in retail and / or in a client-facing role (B2B).
• Previous experiences in team management
• Verbal and written communication skills (persuasive, diplomatic communication skills with experience in presentations and proposal writing).
• Fluent in French & English (verbal and written).
• Strong abilities in managing various accounts.
• Project Management experience
• Problem solving skills
• Analytical aptitude- ability to examine data to make meaningful inferences and analysis.
• Leadership skills (externally – ability to lead a meeting and internally – ability to take lead on a project).
• Consulting skills- ability to challenge a client brief and to ask meaningful questions.
• Excellent interpersonal skills.
• Time management- ability to manage time and resources effectively in a deadline-driven environment.