CUSTOMER EXPERIENCE MANAGER

Contract.
Permanent/Full time Compensation.
If you’ve worn a pair of glasses, we’ve already met.
We are a global leader in the design, manufacture, and distribution of sunglasses, frames and ophthalmic lenses.
In over 150 countries we offer our industry partners access to a global platform of high-quality vision care products, iconic brands that consumers love, as well as a network that offers consumers high-quality vision care, best-in-class shopping experiences, and leading e-commerce platforms.
Join our global community of over dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.
Discover more by following us on LinkedIn !    Your #FutureInSight with EssilorLuxottica Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible.
JOB SCOPE AND MAIN RESPONSIBILITIES.
Support the customer experience and operational excellence targets of the function in the discovery, design and delivery phases of global initiatives by identifying process optimization, standardization and technological evolutions’ opportunities and partnering with a wide range of internal and external functions.
Coordinate continuous improvement projects with relevant functions at global®ional level.
In cooperation with Cex AI and Global AI identify area of opportunity for applications of AI capabilities to different customers journeys.
AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES.
Global CEx Roadmap definition, prioritization and delivery Global CEx Roadmap status update with leadership and ops team leaders Global CEx strategy, project streams definition and execution on Wearable initiatives for Customer Service and After sales Lead team of process specialists in continuous improvements and standardization initiatives in collaboration with all regional Ops teams   NETWORK OF INTERACTION.
INTERNAL .
IT (CRM, BI, AI, Ecommerce, SAP) for all projects Super Audio on Nuance Ops (Logistics, Supply Chain, Quality, Product, Engineering, Legal) for all wearable projects Finance and Controlling Ecom Ops, Retail Ops, WHS Ops EXTERNAL .
Meta Service NPI Lead and Service Engineer for topics related to Customer Support and After Sales for new products launch   TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE Educational Background in Engineering/Economics At least 10 years of experience in Customer Service Transformation projects Strong process optimization and continuous improvement skills Strong project management and demand management skills Strong data analysis skills Strong presentation skills Solid experience with Customer Service solutions Solid experience with A.
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applications in CEx processes and CX journeys   LANGUAGES.
Italian English – used daily (written and verbal)       Our Diversity, Equity and Inclusion commitment We are committed to creating an inclusive environment for all employees.
We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.