Freelance · Interim ManagementOn-site
Interim Head of Customer Experience - French-speaking (m/f/d)
Key facts
- Start
- 11/2026
- Duration
- 5 months+
- Work mode
- On-site
- Location
- Paris
- Workload
- 100 %
- Contract type
- Freelance · Interim Management
Project description
An established company in the office supplies sector is seeking an experienced leader in the field of customer experience on a short-term basis to further develop its customer service organization. The focus is on operational and strategic improvements to the customer experience across all relevant customer touchpoints. We are seeking an Interim Head of Customer Experience with proven experience in medium-sized, service-driven organizations.
Responsibilities
- Analysis of the existing customer journey and identification of key levers for sustainably improving NPS and CSAT
- Management and implementation of a comprehensive program of measures to optimize the customer experience across all relevant touchpoints
- Leading and further developing a customer service organization with approximately 150 to 180 employees in first- and second-level support roles
- Evaluation of existing service processes, escalation procedures, and quality standards, and derivation of concrete optimization measures
- Introduction or refinement of KPI and reporting structures for the transparent management of service quality, customer satisfaction, and efficiency
- Close collaboration with related functions to prioritize and implement customer-focused improvement initiatives
- Deriving data-driven recommendations for action based on customer feedback, service metrics, and operational performance data
- Ensuring the pragmatic implementation of prioritized measures during ongoing operations through the end of the project
Requirements
Must-have
These criteria are required for the project.
- Several years of experience in leadership roles in the customer experience field
- Proven track record of success in increasing NPS, CSAT, or comparable customer satisfaction metrics
- Experience leading large service center organizations with 1st- and 2nd-level structures
- Strong analytical skills and proficiency in KPI-based management
- A hands-on approach to the operational implementation of transformation and optimization initiatives
- Knowledge of French for on-site collaboration
Nice-to-have
Not required, but a plus for your application.
- Experience in interim or turnaround mandates in the customer service field
- Practical experience in optimizing cross-channel customer journeys
- Experience in international organizations
Skills
- Customer Experience
- Customer Service
- NPS
- CSAT
- Service Center
- KPI-Management
- Touchpoint-Optimierung
- Interim Management
After you apply
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