Work smart, have fun and make an impact! EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks. Why apply to EcoVadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution. Learn more about our team and culture on EcoVadis careers page. If you have questions about the company or open roles you can chat with an insider.

Objectives

• Supports  the implementation process for Customer Experience Alliance across the company and continuously improves it.

• Delivers positive impact on the EcoVadis Customer Experience by defining, implementing & leading, in a Customer Centric way, the strategic CX alliance projects, initiatives, Squads, Tribes & Guilds actions.

• Enhance holistically the EcoVadis Customer Experience by coordinating & reporting on the CX alliance projects, initiatives, Squads, Tribes & Guilds actions.

• Owns Key Customer Experience deliverables as measured by EcoVadis Customer Experience Metrics (NPS, C-SAT, conversion  increase, Churn Decrease, Adoption & others to be defined) 

• Continuously identifies, validates and implements new improvement opportunities (products & solutions) throughout the Customer Journey. 

Responsibilities 

• Operationally executes actions, Project Manages and leads agile transversal Teams, actively contributing to delivering Customer Satisfaction, NPS and Customer Experience Alliance top priorities (50% dedication of Time):

  • Supports the implementation process for the Current Customer Journey mapping across the company and continuously improves it.

  • Owns the end to end refactoring (content & form) and retooling of the company Annual Satisfaction survey through the design, launch, leadership and continuous improvement of a dedicated, organization-wide Tribe.

  • Takes a Leadership role in multiple projects, initiatives, Tribes & Squads, owning the timely deliverable of each

  • Identify trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact

• Provides leadership and coordinates the projects, initiatives, Squads, Tribes & Guilds (current, potential & future) included in the EcoVadis Customer Experience Alliance umbrella (30% dedication of Time):

  • Acts as the first escalation point, assisting in the Team & Project Management within an agile environment 

  • Guides every project, initiative, Squad Leader to ensure that every major Squad and Tribe milestone is delivered on time & meets agreed requirements

  • Updates & delivers a periodical tracking, documentation and reporting to the CX Leader of all projects/initiatives/Squads/Tribes workflow progress, milestones achievements & KPI impact

  • Represents CX at selected intra/inter BUs meetings, across the organization, being the CX voice & carrying the CX vision/mission in subjects impacting Customer Experience. 

• Drives change management actions related to Tribes and Squads (10% dedication of Time):

  • Identifies gaps, designs, build and implements specific training

  • Proactively identifies new or existing projects, across all EcoVadis BUs, that should be included in the CX program

  • Conducts and documents Continuous process & tools improvement on CX Alliance model, improving model adaptation to EcoVadis

• Provides strategic input to the CX Leader & the OpsCom layer, informing long Term EcoVadis CX workflows (10% dedication of Time):

  • Acts as the main consulting partner defining the overall CX KPIs

  • Is actively involved in defining EcoVadis CX Vision building and it’s evangelization

  • Partners in achieving the overall EcoVadis CX roadmapping process

• Customer Focus demonstrated within a Customer oriented function or as evidenced through the implementation of Customer oriented actions in their current or previous roles.

• Previous success track record working in Agile and/or Matrix reporting Team environments

• 360 degree open and efficient communication, in 1 to 1, 1 to many or company-wide settings. Able to communicate effectively with diverse people and individuals at various levels within the organization.

• Full cycle internal tool acquisition & integration process experience (Need identification, requirements building, market research, sourcing, Contractual negotiations, internal approval, closing, implementation and Vendor management)

• Identification, design, crafting and implementation of training programs.

• Data (numerical & customer feedback) analysis & business acumen skills focused on project tracking of deliverables, identification of process/tools gaps and development opportunities

• Reporting capabilities (identification of needs, building and executing periodically)

• Holistic knowledge of B2B technologies used within the Customer experience space (Tableau, Salesforce, Qualtrics) or demonstrated ability & desire to continually study & learn new technologies and functionalities

• Team-oriented but able to work autonomously with minimal guidance in a fast-paced environment.

• Strong interpersonal and relationship-building skills with the ability to work with key stakeholders across the organization; manage laterally and upward.

• Strong analytical and problem-solving capabilities.

• Bias for action based on Customer Feedback

• Desire to be a transformational agent, actively helping to pivot the EcoVadis organization into a Customer Centric mindset

• A solid mix of business acumen and technical capabilities, with the ability to convey complex projects and ideas to stakeholders within the context of their business.

• Experience in leading projects (composed of multiple workflows at a variable degree of complexity) with a track record of meeting delivery deadlines on pre-agreed requirements.

Preferred: Knowledge and previous experience of applying Continuous Process improvement models (e.g. DMAIC, Kaizen, SixSigma, etc) and/or desire to learn

• Beginning: ASAP
• Location: Paris

Are you interested? Please apply directly online by clicking on the link below.

In return for your expertise and energy, we offer challenge, opportunities, a salary aligned with experience and a casual environment.

For more information about EcoVadis please visit our site:

www.ecovadis.com

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in ... is full of talented professionals from various fields who all share a desire to change the world. 

We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and a brand new e-learning platform bursting with courses and modules so you can learn new skills and fine-tune old ones. 

Our team enjoys the benefits of flexible working. Some of us work from home and some prefer to work from our easily accessible (metro, tram, bus, bike, suburban train) office in Paris.

Our hiring team looks forward to reviewing your CV and cover letter / portfolio with a guaranteed response to every application. A new job with purpose awaits you!  

Don’t fit all the criteria but still think you’d be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background. 

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions and neurodiverse candidates. If you need any adjustments, please let the hiring team know. 

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity and inclusion and does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique.