Head of Customer Experience & Operations

WeWard SAS; Paris; Hybride; EUR 75 000 - 100 000; Plein temps

Avantages offerts par ce poste

Annual learning & development budget

Healthy work/life balance

Central office with great amenities

Résumé du poste

WeWard SAS in Paris is searching for a Head of Customer Experience to oversee the relationship with 30M+ users. This role requires strategic leadership in customer support, experience, and fraud operations, driving retention and user satisfaction through innovative, AI-focused initiatives.

The ideal candidate has a strong operational background, data-driven mindset, and at least 8 years in customer operations within a high-scale B2C context. Join a passionate team committed to transforming the reward experience.

Qualifications

• 8+ years of experience in customer operations, ideally in high-scale B2C environments.
• Proficient in engineering principles with a robust data-driven approach.
• Experience in managing and scaling hybrid teams both internally and externally.

Responsabilités

• Own the strategy across Customer Support, Customer Experience, and Rewards.
• Make Customer Experience data-native, tracking critical KPIs.
• Lead an aggressive AI-first agenda for all operational processes.

Connaissances

Customer experience management

AI and data fluency

Leadership in operations

Empathy for users

Problem-solving with data

Formation

8+ years in customer operations or related field

Engineering background or mindset

Outils

Zendesk

SQL

BigQuery

Amplitude

Description du poste

WeWard SAS in Paris is searching for a Head of Customer Experience to oversee the relationship with 30M+ users. This role requires strategic leadership in customer support, experience, and fraud operations, driving retention and user satisfaction through innovative, AI-focused initiatives.

The ideal candidate has a strong operational background, data-driven mindset, and at least 8 years in customer operations within a high-scale B2C context. Join a passionate team committed to transforming the reward experience.