Lead Customer Experience Consultant - Center of Expertise
Our mission 🚀
We are living in exciting times where technology and digital transformation improve and disrupt businesses and their supply chains on a daily basis. At Kbrw, we’re disrupting the tech supply chain and we aim to facilitate this transformation through high-performing software, driving our consistent growth. And guess what? You can help us achieve our vision! 🙌
Born in 2009, we are a leading European software-as-a-service (SaaS) company on a mission to build robust, high-quality long-lasting projects. Our high performance cloud-native flagship solutions, such as Order Management System (OMS) and Warehouse Management System (WMS), helps complex businesses implement new omnichannel operations, orchestrate critical business processes, and improve customer promises across all business channels. We meet the highest IT requirements by achieving performance, robustness, configurability, easy integration, while also mitigating IT risks.
Kbrw is self-founded and has grown significantly over the last five years, with a 30% increase in its headcount and its revenue every year📈. Our solutions are already used by seven CAC40 companies and deployed in over 16,000 sales outlets in more than 120 countries, managing a total transaction value in excess of €30 billion!
With offices in 🇫🇷 Paris, Bordeaux, Lille, Clermont-Ferrand, 🇬🇧London, and 🇪🇸Barcelona, our reach is global and we aim to reach 200+ employees by 2024!
Let’s talk about our Product & Engineering team ✨
Welcome to our dynamic Product & Engineering team! Our amazing team is currently accelerating our “shift-to-product” by following 5 key objectives: increasing solution reliability, unlocking platform scalability, building-up knowledge and tools, standardizing IT processes and increasing product value.
As a Lead Customer Experience Consultant, you’ll be at the forefront of building our new scalable platform, working hand in hand with Simon, our Head of Product & Engineering.
What will I be doing? 👀
Kbrw CX Center of Expertise is the single point of contact for all customer experience consultancy needs. It defines the customer experience consultancy framework for the company while gathering a community of solution consultants who can take on design missions with our solution delivery or pre sales teams.
As Lead Customer Experience consultant at Kbrw you will be:
- Accompanying and advising Kbrw clients in their OMS deployment project
- Collaborating with Kbrw project delivery teams in defining best OMS solution implementation for its clients
- Collaborating with Kbrw Product team to advise on Customer Experience management best practices and how to implement them through our product offering
- Participating in RFP process as customer experience expert by animating presentation and workshop with potential future clients
- Acting as an internal proxy for any customer experience intelligence needs, relying on a potential network of external partners
- Monitoring retail actor(s), market(s), and IT ecosystem activity and provide feedback to the company leadership team and other company functions
- Embodying Kbrw's Customer Experience expertise leadership, create thought leadership content (e.g. white papers, magazine articles etc.) and represent Kbrw’s vision and industry/product expertise to both internal and external stakeholders through events and partnerships.
As Lead of our CX center of expertise you will be:
- Designing and deploying a framework for customer experience consultancy activities in the company, including:
- a shared knowledge base
- internal training programs
- on the shelf processes and toolkit
- Animating a community of internal collaborators involved in customer experience consultancy activities
- Organizing and animating internal events around customer experience topics (meetups, rex) to increase Kbrw collaborators CX knowledge and culture
What do I need from you? 😎
- 5+ years of experience working as consultant for retail actors
- Previous experience with omnichannel strategies, economic models and ROI
- Good knowledge of retail IS ecosystem and OMS landscape
- Good knowledge of retail B2B/B2C & luxury actors, market and trends
- Great leadership, communication and teaching/mentoring skills
- Fluent French and English written and verbal communication
The stuff you wanna know 😉
- 💰 An attractive compensation package:
- A transparent remuneration policy: from software developers to department heads, everyone has a compensation based on a transparent formula:entry salary x experience x loyalty x grade
- Participation in profits in France via the profit-sharing system
- Possibility of bonuses based on your results
- 🌍 Family-friendly work-life balance: flexible half-time remote policy + 3-month work from abroad policy per year
- 🍕 Ticket Restaurant with Swile (€9.5 daily)
- 👨⚕️ Private healthcare provided by AXA (100% covered by Kbrw)
- 🎭 Access to Leeto perks: theater, opera, sports clubs, concerts, festivals, trade fairs, etc.
- 📚 Work in an international, dynamic, and passionate environment with a company culture focused on learning and development:
- Software engineers' training: our developers undergo a one-month training in Elixir and React with a complete internal and certified training (Qualiopi)
- Personal development plan: each employee has an personal development plan established by their manager to integrate quickly and progress within the company
- Manager training: our managers are trained by our HR team and management experts to help provide the best managerial experience for their teams
- A structured and mature management process: our management approach is structured through well-defined processes via Lattice, an HR management platform
- 🚀 Opportunities to grow fast: responsibilities and promotions are discussed twice a year during two performance reviews
- ❤️ Kbrw cares about our teams: we have been labeled a “Great Place to Work” for several years in a row!
- Department
- Product & Engineering
- Role
- Senior Site Reliability Engineer
- Locations
- Paris HQ
- Remote status
- Hybrid Remote
Paris HQ
Why working with us ?
-
Work in a positive working environment
We got recognized for our company culture ! Work for a business certified Happy at Work© and Great Place to Work©
-
Find meaning in your work
Our organization embodies three core values, by which all coworkers live up to :
Never take anything for granted, focus on true value, and care about the whole journey !
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Care about fairness and success
Join a company with a clear Compensation & benefits policy : well-defined incentives, profit sharing, fully paid company health insurance, etc
About KBRW
Kbrw is a software publisher specialized in the digital transformation of businesses in the distribution sector. Assisted by our private cloud platform, at Kbrw, we design, develop and maintain customizable solutions that are robust, secure and seamlessly integrate into our customers’ IT ecosystems.
Lead Customer Experience Consultant - Center of Expertise
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