CX Marketing Director F/M/N

Who are we?Let's Swile for a fulfilling work environment Swile is a worktech launched in 2018 that operates in two countries (France and Brazil).After several years, we are now proud to be co-leader of the employee benefits market More concretely, Swile is .... The first employee super-app to offer a unified, personalised and modern experience that boosts engagement at work! But it's also a smart-card that brings together all the employee benefits: reinvented luncheon vouchers, gift vouchers, a mobility benefit to reduce your carbon footprint, the ability to simplify your business travel... By combining the best of human and technological approaches, Swile has set out to support the current changes in the labour market by positioning itself as a Worktech leader. We are moving towards a vision of the world of work that is fulfilling for all employees!Our purpose ?To co-construct and deploy a new pact for the world of work that aligns the interests of employees and the company, and to offer a unified, customisable and modern experience to meet everyone's needs and improve engagement at work. Your future position : Introduction:We're searching for a dynamic Director of Customer Marketing to lead our team of 8 professionals. If you are passionate about enhancing customer satisfaction and driving revenue growth through the existing customer base, this role presents an exciting opportunity to make a significant impact.Our mission is to implement a comprehensive B2B and B2C customer marketing strategy throughout the entire lifecycle, focusing on driving additional revenue (X-sell/Up-sell, Renewals, etc.) while reducing churn and continually improving customer satisfaction.We are seeking a seasoned professional with a proven track record in marketing leadership roles, demonstrating strategic vision, exceptional stakeholder management skills, and a results-driven mindset. The ideal candidate will have extensive experience in driving revenue growth, enhancing customer satisfaction, and leading cross-functional teams to achieve ambitious business objectives.Expertise & Responsibilities:The successful candidate will bring extensive expertise and leadership to the following responsibilities:Define and activate customer migration journeys from Bimpli to Swile across all personas and products, ensuring seamless transitions and enhanced user experiences.Provide strategic support to Sales teams, driving initiatives to generate additional revenue streams from existing clients through tailored upselling and cross-selling strategies.Cultivate and maintain strong customer relationships and brand loyalty among our B2B personas and end users, fostering a culture of trust and satisfaction.Elevate the customer experience across all touchpoints, including onboarding journeys, anti-churn initiatives, and comprehensive product education programs, catering to diverse target audiences.Oversee the management of key customer satisfaction metrics such as Trustpilot ratings and NPS scores, leveraging insights from user feedback panels and conducting in-depth customer studies to drive continuous improvement.Implement effective CRM strategies and dynamic animation campaigns to incentivize user engagement and drive spending behaviors, maximizing revenue opportunities.Lead initiatives for process optimization and production automation, streamlining workflows and enhancing operational efficiency to deliver exceptional service quality.Drive optimization efforts for e-category management on our Swile boutique, ensuring alignment with sales objectives and contributing to the achievement of strategic roadmap milestones.Manage the team who delivers internal communication services to retain/upsell our large accounts (Agence de comm) and collaborate with the sales team to maximise revenue of this line of service.Leadership and Management Responsibilities:Drive and inspire the team to achieve goals and objectives effectively.Set clear objectives and key results (OKRs) for the team, ensuring alignment with overall business goals and regularly tracking progress toward these objectives.Manage the budget allocated to the customer marketing department, ensuring optimal resource allocation and cost-effectiveness.Manage resource allocation within the team, including workload distribution and task prioritization.Oversee the hiring process, including identifying talent needs, interviewing candidates, and making hiring decisions that align with the team's objectives. Your future team / stakeholders : OrganizationReporting to Virginie Nevraumont, VP Business MarketingManagement of a team of 8 peopleKey stakeholdersDemand Gen, Sales Enablement, Inno Marketing teams, CRM/Data teams, Sales teams, Product, BrandIt will be a perfect match if :13-15 years of experience in B2B or B2B2C Marketing.Strong expertise in lifecycle marketing and strategy implementation.Excellent understanding of lifecycle levers and methods to increase user revenue.Ability to balance strategic thinking with hands-on execution.Problem-solving mindset with a commitment to removing obstacles for their teams.Results-oriented and data-driven.Team player with a caring yet results-driven leadership style.Fluency in English.Good knowledge of Marketing Cloud or Braze is a plus.A responsible future swiler: you share our commitment to the environment, diversity, fairness and inclusion, and are prepared to work hard every day to improve individual and collective performance. Our hiring process :We have a 5-step process. 5 steps to convince you that Swile is the right choice for your future career.During these steps, you will meet:Meet Priscilla, Hiring Team during 45minMeet Laura during 1hourEngage with Virginie & Laura (team members) during a 1-hour study case.Meet 2 Swilers for a cultural fit meeting lasting 1 hour.Meet Virginie during a 1-hour conversation #J-18808-Ljbffr