Head of Global E-Commerce CX - H/F

Head of Global E-Commerce CX

Company: ADEO

Location: Lille (Terradeo) or Paris, hybrid (≥ 2 days per week in Lille)

Management Structure: 8 Business Owners specialized

Scope: International (ADEO Services) collaboration with Business Units (Leroy Merlin, Bricoman, Weldom, Saint-Maclou…)

Required Seniority: Minimum 10 years experience in CX Online strategy at a major player (pure‑player or omni‑channel with international reach)

Mission

Architect of the global customer experience vision, leading and coordinating strategy across markets, translating user needs into growth opportunities, ensuring alignment between business unit objectives and product & tech roadmaps.

Responsibilities

• Define and drive the vision for customer experience across all platforms.
• Establish standards and ensure consistency across all group platforms.
• Prioritize initiatives by value, aligning business unit requests with the global strategy.
• Act as a CX ambassador, representing the customer's voice in strategic forums and fostering international best‑practice sharing.
• Lead and coach a team of 8 experts across apps, professional services, smart CX, etc.
• Develop robust working methods and measurement tools (KPIs for friction, engagement).
• Build an excellence culture focused on continuous learning, data analysis, and innovation (AI, personalization).
• Track performance and innovate, ensuring seamless omnichannel journeys.
• Stay ahead of technological trends and embed them into the e‑commerce roadmap.

Qualifications

• Minimum 10 years of experience on CX Online initiatives at a major player (pure‑player or omni‑channel), ideally with strong international interdependence. Strategic consulting experience is a plus.
• Deep knowledge of the digital ecosystem, product & tech landscape, and ability to communicate with cross‑functional experts.
• Strong influence skills, ability to persuade and rally a coalition around a vision.
• Coaching mindset, proven experience managing experts and nurturing talent.
• Fluency in English required; French helpful.

Benefits

• Dynamic and entrepreneurial work environment.
• Training programs tailored to develop skills.
• Clear career progression and internal mobility opportunities.
• Quarterly group bonuses and potential equity.
• Flexible remote‑work policy.
• Support for sustainable mobility (bike and scooter purchase assistance, car‑pooling subsidy).

Equal Opportunity Statement

ADEO s’engage pour plus de diversité et d’inclusion, avec un accord et un engagement pour l’accompagnement des personnes en situation de handicap. Nous soutenons nos futurs collaborateurs et collaboratrices dans l’adaptation de leur poste de travail.