Global Head of E-Commerce CX

Global Head of E-Commerce CX

ADEO, a global community of companies (Leroy Merlin, Weldom, Bricoman...), is seeking a Global Head of E-Commerce Customer Experience to lead the international digital customer experience strategy. This role is based in Lille (Ronchin) or Paris, with a hybrid work model. You will manage a team of 8 Business Owners and collaborate with Group Business Units across international markets. A minimum of 10 years of experience in online CX strategies with a major player (pure-player or international omnichannel retailer) is required.

About ADEO

ADEO is an international community of 115,000 leaders united by the ambition to be useful to people worldwide. Our mission at the group headquarters is to support our brands globally, reinventing our utility to inhabitants in a transforming retail sector and building the global home platform.

The Omnicommerce Department

Our department is dedicated to delivering the best omnichannel customer experience. We collaborate closely with Digital and Data teams to develop optimal digital solutions tailored to customer and employee needs.

The Context

As the Head of Global E-Commerce Customer Experience, you will shape the global customer vision, providing clear and consistent direction for digital experiences across all our markets. You will translate user needs into growth drivers, uniting teams around a common strategy and bridging the gap between Business Unit objectives and Product & Tech roadmaps.

Your Mission

1. Lead the Vision & Coordinate Strategy

• Define Standards: Champion an ambitious CX vision (for individuals and professionals) and ensure its consistency across all group platforms.
• Prioritize Value: Align Business Unit requests with the global strategy, acting as a facilitator to maximize impact on satisfaction and performance.
• CX Ambassador: Represent the customer's voice in strategic forums and lead the international CX community to foster best practice sharing.

2. Manage & Support a Team of Experts (8 collaborators)

• Inspiring Leadership: Guide and develop a team of 8 Business Owners (App, Pro, Services, SmartCX...).
• Structure Expertise: Implement robust work methods and measurement tools (friction KPIs, engagement) to enhance the team's credibility and autonomy.
• Culture of Excellence: Foster a team culture focused on continuous learning, data analysis, and innovation (AI, personalization).

3. Performance & Innovation Management

• Quality Assurance: Ensure seamless omnichannel journeys (Web to Store, Services, Pro) and anticipate evolving digital usage.
• Anticipation: Integrate new technological trends to maintain leading-edge e-commerce customer journeys.

Your Profile

We are looking for a digital professional recognized for their technical expertise and ability to lead complex teams.

• Proven Experience: Minimum 10 years in Online CX with a major player (pure-player or omnichannel), ideally in international, interdependent environments. Strategic consulting experience is a plus.
• Digital Ecosystem Mastery: Deep understanding of Product & Tech challenges and ability to communicate with diverse experts.
• Influence: Skill in convincing and uniting teams around a vision through expert authority and interpersonal skills.
• Manager-Coach Stance: Successful experience in managing experts, with a commitment to developing team talent.
• Languages: Fluent English is essential for daily international communication.

What ADEO Services Offers:

• A stimulating environment encouraging initiative and entrepreneurship.
• Job-specific training for skill development.
• Internal mobility and career advancement opportunities within a global group.
• Quarterly collective bonuses and the opportunity to become a shareholder.
• Flexible remote work policy.
• Support for sustainable mobility (bike/scooter purchase assistance, carpooling allowance).

ADEO is committed to diversity and inclusion, with initiatives supporting people with disabilities and adapting workstations.

Ready to build the home platform of tomorrow? We look forward to reviewing your application!