Customer Experience Project Manager

Welcome to the Jungle

We tried out the four-day working week in 2019 for five months, between June and October. After the trial ended, the company decided to implement the four-day week, without impacting salaries.

Only considering candidates who are eligible to work in Paris, France ⚠️

The position

Job description

We are seeking a talented and motivated team player who can contribute to the growth and success of Welcome to the Jungle, in the context of a team creation dedicated to Customer Experience excellence.

As a Senior Customer Experience Project Manager, you will play a crucial role in driving operational excellence and strategic initiatives across the entire customer lifecycle, to deliver a seamless experience to our customers.

You will work closely with our customer facing teams: Revenue, Onboarding, Success, and Support. You will also build strong partnerships with other teams within the company, in particular with Product, Data and Marketing teams.

You will report to the Customer Experience Team Lead, and participate in building this new team.

As part of this mission, you will:

Customer lifecycle audit & improvement strategy

  • Map end-to-end customer journeys and identify customer pain points, satisfaction points, as well as internal organizational issues
  • Identify and prioritize main improvements to improve the customer lifecycle, in coherence with the product strategy and roadmap
  • Ensure quality monitoring with key analyses to guarantee continuous improvement of our operations and positive impact on customer experience

Cross-functional project management

  • Coordinate strategic and transversal projects impacting Customer Experience, involving various teams
  • Make sure all stakeholders are aligned on strategic projects and report on advancement and performance
  • Support the governance of Customer Experience projects roadmap

Voice of customer program management

  • Build a comprehensive customer satisfaction monitoring system that provides actionable customer inputs
  • Monitor and analyze key performance indicators to measure and improve the effectiveness of customer experience operations (eg B2B NPS)
  • Identify areas for improvements, thus making sure the voice of customer resonates within the company and drive improvements in our products and services

Preferred experience

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!

We invite you to apply if you are motivated and interested in this employment environment, and if:

  • You have 5+ years of experience in operations and strategy, transversal project management or in consulting
  • You are obsessed with customer satisfaction
  • You have a strategic thinking mindset
  • You thrive in a high-growth and fast paced environments
  • You are concise, accurate and structured
  • You are action-driven with a strong business and operational awareness
  • You have a strong analytical mindset and leverage data across all interactions
  • You are fluent in English and at ease in navigating in a multicultural environment
  • You are a team player and demonstrate good energy
  • You are keen to help develop a team in construction
Welcome to the

The multiplatform media company that aims to inspire every individual to thrive in their professional lives.

Working Week

We tried out the four-day working week in 2019 for five months, between June and October. After the trial ended, the company decided to implement the four-day week, without impacting salaries.

  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️

Our Vacation Policy

Our vacation policy is 30 days

  • 30 days
  • 52 Fridays
  • 82 days off per year

Remote Working Policy

We work hybrid remotely from our offices in Europe (Paris, Prague and London)

Company Benefits

  • Health insurance
  • 401(k) company contribution
  • Flexible working hours
  • Generous parental leave
  • Equipment allowance
  • Professional Development Budget
  • Mental Health Support

Our Team

We're a team of 680 across 17 departments:

  • engineering
  • sales
  • operations
  • marketing
  • arts and design
  • business development
  • media and commmunication
  • data science
  • product management
  • finance
  • +7 more teams

Desirable Skills and Experience

  • Customer satisfaction
  • Strategic thinking
  • Project management
  • Data analysis
  • Business awareness
  • Operational awareness
  • Multicultural environment

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