VP Customer Services

Join OneStock: Let’s write the future of retail together!

The Context

A French software vendor and European leader, OneStock develops a business‑critical Order Management System (OMS) for the retail industry. Our mission: unify physical and digital stocks to optimize the shopping experience and logistical performance.

Impact in Figures

• $3 billion in orders orchestrated annually.
• 10,000 points of sale connected (Petit Bateau, ba&sh, Intersport, Cultura…).
• Presence in 5 countries , with active expansion in the United States.

Our Work Culture

At OneStock, we prioritize efficiency and clarity. Our 150+ employees operate according to three principles:

• Agility: Short decision cycles to stay at the forefront of Retail Tech.
• Kindness: A healthy work environment where mutual aid is the norm.
• Excellence: High technical and functional standards to meet the needs of prestigious international clients.

The Mission

As the VP Customer Services , you are the architect of our customer services engine. Reporting directly to the CEO and serving as a key member of the Executive Leadership Team , you lead a dual‑mission department (Build & Run) of 50+ professionals.

Your mandate is to leverage OneStock’s leading software, well‑crafted operations/procesess, and commerce/retail business expertise to lead our clients through successful omnichannel transformations and align with the overarching goal of our business: ARR growth. You will ensure that OneStock’s market‑leading Order Management System (OMS) is deployed with excellence—from deep design, agile implementation to comprehensive Go‑Live preparation , full‑scale deployment and long‑term adoption —whether through our internal experts AND our global network of System Integrator (SI) partners.

Strategic Leadership & Transformation

• Scale the Org: Lead, mentor, and grow a team of 50 (38 in Build, 12 in Run), fostering a culture of accountability, technical curiosity, and "The Why" behind every project.
• Omnichannel Advocacy: Drive business transformation by ensuring our software aligns with the client’s commerce operations (store processes, logistics, and human adoption).
• Executive Influence: Shape OneStock’s global strategy as a member of the Leadership Team, aligning delivery capabilities with the company's long‑term growth.

Operational Excellence (The Build)

• Hybrid Delivery Model: Oversee internal system integration teams while providing strategic governance for 3rd‑party implementation partners to ensure brand consistency and quality.
• Methodology & Innovation: Design and champion "best‑in‑class" project methodologies (Agile/Waterfall hybrid) to ensure projects are delivered on time, within budget, and at peak quality.q
• Resource & Capacity Planning: Mastermind forecasting and resource allocation to support a rapidly expanding portfolio of complex, international eCommerce projects.

Service Continuity (The Run)

• Support Strategy: Drive the evolution of our Support operations, ensuring seamless transitions from "Hypercare" to long‑term "Run" phases.
• Efficiency & Automation: Continuously improve support processes and documentation to increase resolution speed and client satisfaction (NPS/CSAT).

Cross‑Functional Collaboration

• Seamless Handshakes: Partner with Sales, Partnerships, Customer Success, Product and Finance to bridge the gap between contract signature through revenue recognition and cross‑sell and revenue growth.
• Financial Stewardship: Take full ownership of the services budget, revenue targets, and billing accuracy.

The Ideal Profile

• The Veteran: 10+ years of leadership experience within a Software Vendor (SaaS), a System Integrator or a sophisticated omnichannel commerce business, specifically managing large‑scale delivery teams.
• The Domain Expert: Deep familiarity with complex technical ecosystems (ecommerce, OMS, ERP, or high‑scale eCommerce). You understand the "plumbing" of digital commerce.
• The Diplomat: Exceptional stakeholder management skills, capable of navigating difficult conversations with Tier‑1 clients and partners with poise.
• The Strategist: You don’t just manage tasks; you build scalable systems. You are highly analytical and risk‑aware.
• The Communicator: Native‑level fluency in English and French is mandatory.
• The Local/Mobile Leader: Based in (or willing to relocate to) the Toulouse area, with a readiness to travel for strategic client milestones.

Why OneStock?

• Impact: You aren't just managing a department; you are shaping the delivery backbone of a European leader in omnichannel commerce.
• Complexity: Work on high‑stakes, international digital transformation projects for world‑renowned brands.
• Culture: Join a fast‑growing tech company where your voice at the leadership table directly influences the company's trajectory.

What We Offer:

• Salary Package: Fixed salary plus bonuses based on collective and individual objectives.
• Benefits & Flexibility: Meal vouchers, health insurance, generous remote work policy, flexible paid leave, RTT, bike mileage allowance…
• Ergonomic Equipment: PC, dual monitors, mouse, headset… everything you need to work comfortably.
• Professional Development: An HR team dedicated to the fulfillment of "OneStockers."
• An inclusive corporate culture that values diversity and encourages every talent to thrive.

Recruitment Process

At OneStock, we value your time and commitment. Our process is simple:

1. HR Interview to check alignment with our values and your motivation.
2. Manager Interview to evaluate your technical skills and fit for the role.
3. Technical Test to analyze your mastery of required skills and complex problem‑solving.
4. Final Interview to assess your potential to thrive within the team and the company.

We’re just waiting for you!

Apply now and become a driver of change in the retail industry.