CX Marketing Director F/M/N

👀 Who are we?<br/>Swile is the first employee super-app that offers a unified, personalized and modern experience that strengthens engagement at work!<br/>But it's also a smart-card that brings together all your benefits: reinvented meal vouchers, gift vouchers to spoil your employees all year round, a mobility advantage to reduce your carbon impactBy combining the best of the human and technological approach, Swile undertakes to carry the current mutations of the labor market by posing as a leader of the Worktech.<br/>Morning, noon and night, we move towards a vision of the world of work that is fulfilling for all employees!We are currently backed by 290 million euros raised from investors such as Softbank, Index Ventures, Idinvest, Bpifrance, Daphni and Kima. Today, we have no less than 750,000 users and more than 25,000 corporate customers (including Carrefour, Le Monde, PSG, Airbnb, Spotify, Red Bull and Tik Tok).<br/>After the acquisition of Sweevana, Briq and Vee Beneficios, we have added a string to our bow following the acquisition of a French nugget, Okarito: with Swile, it is now possible to manage business travel expenses in complete autonomy 🚀 !Born under the sun of Montpellier, we are also present in Paris and Sao Paulo (yes, yes, you read that right 🤩)!<br/>Last minute news: we have just united Swile &amp; Bimpli under the same flag. To cut a long story short, Bimpli is a leading player in employee services and benefits, specializing in meal vouchers, gift vouchers, CESU, pot and CSE platform. More than 300 Bimpli employees are joining us to continue this crazy adventure which is to re-enchant everyday life and support the development of employee’s work experience all around the world.<br/><br/> <h3>😎 Your future position : </h3> <ul> <li> Introduction:</li>We're searching for a dynamic Director of Customer Marketing to lead our team of 8 professionals. If you are passionate about enhancing customer satisfaction and driving revenue growth through the existing customer base, this role presents an exciting opportunity to make a significant impact.Our mission is to implement a comprehensive B2B and B2C customer marketing strategy throughout the entire lifecycle, focusing on driving additional revenue (X-sell/Up-sell, Renewals, etc.) while reducing churn and continually improving customer satisfaction.We are seeking a seasoned professional with a proven track record in marketing leadership roles, demonstrating strategic vision, exceptional stakeholder management skills, and a results-driven mindset. The ideal candidate will have extensive experience in driving revenue growth, enhancing customer satisfaction, and leading cross-functional teams to achieve ambitious business objectives.<br/><li>Expertise &amp; Responsibilities:</li>The successful candidate will bring extensive expertise and leadership to the following responsibilities:<li>Define and activate customer migration journeys from Bimpli to Swile across all personas and products, ensuring seamless transitions and enhanced user experiences.</li><li>Provide strategic support to Sales teams, driving initiatives to generate additional revenue streams from existing clients through tailored upselling and cross-selling strategies.</li><li>Cultivate and maintain strong customer relationships and brand loyalty among our B2B personas and end users, fostering a culture of trust and satisfaction.</li><li>Elevate the customer experience across all touchpoints, including onboarding journeys, anti-churn initiatives, and comprehensive product education programs, catering to diverse target audiences.</li><li>Oversee the management of key customer satisfaction metrics such as Trustpilot ratings and NPS scores, leveraging insights from user feedback panels and conducting in-depth customer studies to drive continuous improvement.</li><li>Implement effective CRM strategies and dynamic animation campaigns to incentivize user engagement and drive spending behaviors, maximizing revenue opportunities.</li><li>Lead initiatives for process optimization and production automation, streamlining workflows and enhancing operational efficiency to deliver exceptional service quality.</li><li>Drive optimization efforts for e-category management on our Swile boutique, ensuring alignment with sales objectives and contributing to the achievement of strategic roadmap milestones.</li><li>Manage the team who delivers internal communication services to retain/upsell our large accounts (Agence de comm) and collaborate with the sales team to maximise revenue of this line of service.</li><br/><li>Leadership and Management Responsibilities:</li><li>Drive and inspire the team to achieve goals and objectives effectively.</li><li>Set clear objectives and key results (OKRs) for the team, ensuring alignment with overall business goals and regularly tracking progress toward these objectives.</li><li>Manage the budget allocated to the customer marketing department, ensuring optimal resour