💼 About This Role

You'll lead the Customer Experience department for Ankorstore, connecting independent brands and retailers through a modern wholesale platform. You'll drive operational excellence and AI-first transformation while serving as the voice of the customer at the Executive Leadership Team. You'll shape how thousands of entrepreneurs get seamless, empathetic support.

🎯 What You'll Do

• Lead, coach, and develop a team of ~20 Customer Service Advisors
• Drive AI-first initiatives to maximize contact deflection and enhance productivity
• Own and evolve the knowledge base strategy and governance
• Influence product and commercial decisions with customer insights at ELT level

📋 Requirements

• Proven leadership experience in CX or operations managing multi-level teams
• Track record of leading CX transformation in a scale-up or fast-growing tech company
• Strong command of modern CX tooling ecosystem (ticketing, knowledge base, AI tools)
• Data-driven mindset with KPI ownership and ability to build business cases

✨ Nice to Have

• Experience driving cross-functional projects with Product, Tech, or Sales
• Comfortable navigating ambiguity in a multicultural environment
• Fluent in French and English

🎁 Benefits & Perks

• 🏥 Health & Life Insurance via SideCare
• 🍽️ Meal vouchers with Swile
• 🎁 Leeto platform with discounts, cultural activities, holiday vouchers
• 🏢 Modern offices in Paris (Opéra)
• 💪 Wellpass membership