Chief Experience Officer (Cxo) Milano

Chief Experience Officer (Cxo)
Milano
Lombardia, Milano

We are looking for a Chief Experience Officer to join our executive management team.

You will be responsible for continually improving the customer experience and ensuring that the company always follows a customer-centric strategy.

You will be a "decision-maker" within the organization with the aim of consolidating and enhancing customer acquisition and retention.

**What you'll do**:

- Advocate for consumer needs in the development and deployment of projects and strategies throughout the organization;

- Work with internal stakeholders to identify gaps in the customer experience and opportunities to improve;

- Capture, monitor, and analyze customer feedback;

- Ensure the customer experience strategy aligns with the big-picture business strategy considering trends and changes in the fashion ecommerce industry;

- Oversee customer service teams, customer experience practitioners, designers, developers, and researchers dedicated to improving user experience across various platforms and touchpoints;

- Measure and track the impact of initiatives on the company's data and key performance indicators (KPIs), including overall customer sentiment and customer satisfaction metrics;

- Educate the organization about the customer life cycle and buyer's journey.

- Track and measure customer acquisition and retention.

**What we're looking for**:

- 2-3 years of experience as a Chief Experience Officer or similar role;

- 3-5 years of experience in developing and implementing customer service projects in the digital sector.

Previous experience in the fashion or design industries is a plus;

- In-depth knowledge of different digital channels and markets;

- Excellent knowledge and experience with digital metric;

- Sense of ownership and pride in your performance and its impact on the company's success;

- Ability to work in a structured way, setting clear goals and monitoring results; strategic-minded and with strong analytical thinking and problem-solving skills to resolve complex situations and find alternative and practical solutions;

- Excellent conceptual skills: abstract, creative, critical, and logical thinking;

- Strong written and verbal communication skills, including PowerPoint presentations; ability to lead/coordinate meetings with multiple participants/interactions;

- Proficient knowledge of Italian and English; a third language is a plus.

**What we offer**:

- Competitive compensation package based on your skills and experience;

- Benefits: Discounts to our owned brands and brand partners, and additional perks in the form of local discounts and offers;

- Flexible Working: Goals Guide us!

- Learning Development Programs: continuous learning experience;

- Be part of the young (31 on avg. )

and international (30+ nationalities) #TLGpeople group and work in a dynamic and fast-moving environment.

We hire for potential, and we reward based on impact.

We think big, move fast, and never stop learning.

In our dynamic, fast-moving environment, opportunities for growth are limitless.