Head of Customer Experience, Brevo
North America
$100-110k
+ Bonus & employee share ownership plan.
Digital marketing platform
Job no longer available
Digital marketing platform
501-1000 employees
Job no longer available
$100-110k
+ Bonus & employee share ownership plan.
501-1000 employees
Company mission
To empower businesses of every size to forge lasting customer relationships.
Role
Who you are
- 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
- 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 the job involves
- 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
- 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
- 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
- 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
- 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
- Collaborate with other departments as needed, including Customer Operations, Marketing, Sales, and Product Development, to ensure a seamless and consistent customer experience
Application process
- 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
Our take
Brevo, formerly Sendinblue, is a digital platform that helps businesses grow and develop strong customer relationships. Specialising in email, SMS, Facebook, Chat, CRM, and more, it supports more than 300,000 active users across 160 countries, with offices in Seattle, Berlin, Bangalore, Sofia, Noida, and Toronto.
Unlike other marketing solutions focused on enterprise-level businesses, Brevo serves both B2B and B2C businesses and eCommerce sellers. It is committed to providing affordable and accessible marketing solutions to reach as many customers as possible. A recent acquisition of Yodel.io enabled the company to reduce digital marketing costs while creating additional features for customer success.
Brevo's position has strengthened in the growing market as more SMBs are going digital. The company is also targeting enterprise customers, including Louis Vuitton, the candy giant Haribo, Fujitsu, Amnesty International and Greenpeace. Having recently reached centaur status, the company is still building new products and acquiring smaller companies, targeting $1B Annual Recurring Revenue by 2030.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
63% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$157.4m
SERIES B
Sep 2017
$34.6m
SERIES A
Total funding: $193.5m
Company benefits
- A unique opportunity to join an international and collaborative scale up environment in a hyper-growth context
- The chance to grow your professional and technical skills, with real room for career progression
- Shared ownership plan
- Paid time off and paid holidays
- Budget to support your workspace at home
- Optional health insurance package
- Bi-annual global company offsite; inter-office trips
- A modern office in a central location with free snacks/drinks and fun activities!
- Team events and more!
- Work's council benefits (HelloCSE)
- Very competitive referral program
- Second parent leave: 1 month of fully paid leave
Company HQ
Madeleine, Paris, France
Leadership
Armand Thiberge
(Founder & CEO)Acts as an investor for My Job Glasses, Backacia and SABI AGRI. Previously founded Dual Technologies Services.
Jeremy Cahen
(CPO)Serves as a founder and advisor for Harvestr, and as a President for eGG-one school. Previously acted as Founding President for oonity.
Steffen Schebesta
(Chairman of the Advisory Board)Acts as a founder and shareholder for Jurafuchs (Go Legal GmbH). Currently serves as a private investor for LIVEBUY and Vespucci Analytics, and as a shareholder and an advisory board member for RFQ2Go.
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