Head of Customer Experience, North America

2 months ago

Austin, Texas, United States Brevo Full time

Collaboration and innovation, while staying humbly open is at the root of our identity. Brevo, formerly known as Sendinblue, is the leading Customer Relationship Management (CRM) suite designed to efficiently build meaningful customer relationships at scale in a fast changing digital world. With Brevo, businesses have a unified view of the customer journey in one easy-to-use platform to grow their business with intuitive marketing and sales tools such as Marketing Automation, Marketing Campaigns over Email, SMS, WhatsApp, Chat, and much more. Today, more than 500,000 businesses across 180 countries, including Sodexo, Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo's reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales in one CRM suite. Brevo reached the coveted Centaur status with $100M ARR in January 2023, and has more than 800 employees globally. Its global operations are headquartered in Paris.

As the recipient of 2022 Best in Biz SMBs and 2023 Built In Best Places to Work awards, we truly value creating a space where our team members and clients feel that they are heard and respected. North America is our fastest growing market and this is a heavily influential role. If you're looking for a fast-paced and exciting environment where your potential for growth and development is unlimited, then we look forward to meeting you soon

We're currently looking for a Head of Customer Experience (CX) to spearhead the customer experience strategy in the region, reporting to the North America CEO and the Global VP of Customer Experience. The position involves overseeing our team's support for users, ensuring a smooth account setup, and tackling hurdles to optimize platform usage.

We're seeking a customer-focused operational leader with robust leadership and data-driven skills, capable of driving global initiatives while adjusting to regional needs. The role entails managing and coaching experienced team leaders, fostering customer satisfaction, loyalty, and retention, with occasional hands-on customer interaction to stay attuned to market dynamics and team realities.

As a Head of Customer Experience, you will:

  • Team Management
  • Lead, inspire, and develop managerial expertise skills with your team of Customer Experience Team Leads and Representatives supporting their career development.
  • Foster a customer-centric culture prioritizing empathy, responsiveness, and continuous improvement.
  • Organize and train the team to ensure the best customer experience and meet the regional and global business objectives
  • Strategic Leadership
  • Contribute to and execute the customer experience strategy aligned with Brevo's NorAm overall business objectives.
  • Collaborate with the CX and Noram senior leadership to integrate customer-centric initiatives into the company's strategic plans.
  • Customer Experience Optimization
  • Analyze and optimize NorAm customer experience interactions, identifying pain points and proposing improvements
  • Implement best practices for agent workflow and ticket management to drive team performance
  • Cross-functional Collaboration
  • Collaborate with other departments as needed, including Customer Operations, Marketing, Sales, and Product Development, to ensure a seamless and consistent customer experience.

What will contribute to your success:

  • Bachelor's degree in Business, Marketing, or a related field. Advanced degree preferred.
  • Proven experience in a leadership role within customer experience or related fields - Experience with a team of 10-15 preferred.
  • Strong understanding of customer experience flow (e.g., customer/agent mapping, customer segmentation, and satisfaction measurement).
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to leverage data for decision-making.
  • Demonstrated ability to lead and inspire cross-functional teams.
  • Familiarity with customer experience technologies and tools.
  • Experience in Marketing Tech is a plus.

What we offer:

  • Bi-Annual Global Team Building Trip
  • Health/vision/dental benefits - Employer-sponsored
  • Employee Share Ownership Plan
  • Lunch on us Monthly lunch-stipend
  • Gym pass
  • Parental leave top-up (up to 22 weeks)
  • Simple IRA with an employer contribution match
  • Opportunities for professional development
  • Work with an international and collaborative scale-up in a hyper-growth environment
  • Tons of fun team outings/activities and more

Meet us

  • Interview with our Talent Acquisition team
  • Interview with our Global VP of Customer Experience
  • Case study with our Global VP of Customer Experience, and our Sales & Customer Operations Director
  • Interview with our Chief People and Impact Officer.
  • Interview with the CEO and Founder of Brevo
  • Get to know the team

Thank you to all applicants for expressing interest in our posting. Given the significance of this role to our organization, we have instituted a comprehensive recruitment and selection process.

Brevo puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.

Brevo values work-life balance and offers flexible working hours and remote work. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.

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