Customer Experience Lead
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Job Description:
This is a strategic position with high visibility, offering the opportunity to work closely with international clients and internal departments to ensure the seamless execution of bespoke projects.
The Role involves leading a dynamic and experienced team. Key responsibilities include:
* Leading and developing a team of professionals; ensuring onboarding and continuous training;
* Overseeing the full post-sales process, ensuring alignment between commercial, design, production, and logistics teams;
* Monitoring service quality, response times, and customer satisfaction;
* Managing escalations and ensuring timely resolution of client issues;
* Promoting process optimization and continuous improvement initiatives;
* Ensuring accurate use of CRM and ERP systems;
* Maintaining strong communication across departments and with international clients, including designers, architects, and luxury hospitality brands.
Required Skills and Qualifications:
To succeed in this role, you will need:
* A degree in Management, Marketing, or a related field;
* 5-10 years of experience in customer service or operations management, preferably in an industrial or design-driven environment;
* Strong leadership and communication skills;
* Experience with CRM and ERP tools (Primavera is a plus);
* Fluent in English (mandatory);
* Proactive, adaptable, and solution-oriented;
* Comfortable working in a fast-paced, project-based environment.
Benefits:
This position offers:
* Direct contract with the company;
* Meal card and health insurance;
* Opportunity to work with high-end international clients;
* Collaborative and informal work environment with direct access to leadership;
* Real impact on customer experience and operational efficiency.
Next Steps:
If you are interested in this opportunity, please send us your updated CV.