Customer Experience Manager NEUR
Contentsquare is a global SaaS technology company that empowers brands to build better digital experiences for all. Not to brag but… we have been recognized by Gartner as one of the four most innovative e-commerce technologies in the world, and featured in Wired Magazine as one of Europe’s hottest startups.
Contentsquare has 8 main offices across the world (Paris, NYC, London, Tel Aviv, Munich, Tokyo, Singapore & San Francisco) with 750+ clients globally including many accounts from the global Fortune 100. We’ve been experiencing tremendous growth as our team has grown from ~300 to over 850+ employees globally, and raised a $500M Series E funding in May 2021, the biggest total VC funding ever for a French start-up! This announcement garnered more than 350 media placements globally.
We can tell you that this growth is not going to stop here as we are anticipating to hire 1,500+ positions globally within the next few years and are looking for talented people like you - unique, ambitious, and enthusiastic - to join us and help us continue to innovate and improve user experience. YOU keep us going and your creativity drives us to be a better company. Come join the #CSquad family!
We are looking for a CX Manager looking after Europe North region, as well as supporting the UK region, to join our global team of 15 Customer Experience members. The team has members in Paris, New York, London, Munich and San Francisco!
You will be responsible for managing the client base of your regions by defining, planning and launching effective customer events, initiatives and campaigns based on different business needs with the main goal to develop and strengthen Contentsquare’s customer base globally and increase brand awareness and strategies to deliver a better customer experience to our 850+ clients worldwide.
You will collaborate daily with various internal teams alongside Customer Experience, especially Sales, Customer Success, Marketing and Business Intelligence as well as external clients and partners.
You will also manage the CX Managers in the Europe North & DACH region. You will report into the Lead CX UK, Europe North & Dach but during the first few months of 2022 will report directly into the Head CX UK & Europe North
What you will do:
- Define, plan and launch effective Client Club customer events, initiatives and campaigns on a quarterly basis that are regional, industry as well as role-specific to our clients, focusing on different internal business objectives.
- Creating & leading virtual, in-person and hybrid client events, Hubspot invite+nurture email & landing page management, meeting attendance targets, pipeline generation targets and specific event/campaigns goals.
- Manage and increase awareness of our CX Loyalty Program, a scalable and automated program which tracks and rewards our users and customers for their engagement around different CX initiatives with the aim to transform our clients into ambassadors of our brand, strengthen our relationship with our customers and incentivise clients to increase their engagement by rewarding them.
- Administrate, manage and increase internal+external interaction with our customer online CX Community, a dedicated online space for clients to share & network with their peers and teams.
- Support New Business Sales development with setting up client sales reference calls between existing clients & prospective clients as well as contributing to new business pipeline generation by pushing the CX Referral Program with existing clients, an incentive-based program designed to generate new pipe using our clients’ network.
- Develop strong, trusted and long term relationship with both sponsors and C Level/key decision makers with a proven trusted advisor position: events, consultancy on other topics than UX, advocacy for prospection etc via 121 breakfasts/lunches and create exec networking opportunities to build a network of Contentsquare Ambassadors
- Create retention plans to engage and save non-engaged clients through various creative initiatives collaborating closely with the CSM and Account Manager such as Digital Days, competitions etc.
- Ensure database quality (such as industries, exec + ambassador and opportunity campaign tagging) within Salesforce and Gainsight working closely with CSM and Sales.
- Build a network of loyal and trusted client Ambassadors to be the voice and face of Contentsquare for external Reviews, NPS, speaking opportunities and various other asks such as sales reference and referrals.
Preferred Experience
- Experience and huge interest in tech/B2B ideally SaaS
- Ecommerce experience
- Exposure to tools/systems such as Salesforce, Monday, Hubspot, Gainsight, Hopin, Gsuite
- You can speak and write fluent professional English. Additional French, Dutch or Scandinavian is a plus.
- Project & budget management experience
- Ability to travel to international client meetings/events approximately 3x a quarter
- You are a proactive team-player and also an autonomous problem solver
- You have a contagious and creative can-do attitude, always investigating and experimenting new ways of improvement and new initiatives
- Previous experience (1+ years) of events management
Why Should You Apply to Contentsquare?
✅ Our mission is focused on empowering everyone to create better experiences for all in the digital world.
✅ We invest in our employees through career development & opportunities, social events, philanthropic activities, and competitive benefits.
✅ You get to collaborate with and learn from smart and creative people around the globe.
✅ We are in this together #TeamSpirit.
To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we’d like to highlight:
- Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues.
- Generous paid time-off policy (every location is different)
- We offer many benefits in various countries -- ask your recruiter for more information!
- Competitive parental leave policy (it can vary depending on geographic locations)
- Fun office culture with a big opportunity to make an impact on our growing global team, culture, including a Culture - Crew for every country to organize regular outings such as game nights, movie nights, and happy hours
#Uniqueness is embedded in our DNA as one of our core values, and we welcome everyone to apply to our positions.
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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