Head of Customer Experience

The Role As Head of Customer Experience , you will define and lead the strategy and operational foundation for how we serve, support, and retain customers. You'll architect scalable systems and processes across customer onboarding, customer success, logistics, and support—ensuring every touchpoint is efficient, impactful, and aligned with our mission. The customer we work for: large vehicle fleet owners (lease and rental companies, large service organization) – small and medium sized vehicle fleets and key strategic partners. This is a high-ownership role for someone who thrives at the intersection of strategy and execution. You’ll partner closely with teams across product, support, and operations to build a high-performing customer operations engine that scales sustainably. What You’ll Own Customer Journey : Oversee the full post-signature experience for all customer segments. Design and scale long-term CX strategy, ensuring team capacity and operational excellence. Support & Success : Lead support, customer success, project management, and logistics to deliver a seamless experience. Logistics Operations : Own processes for product delivery, deployment, and returns. Process & Tooling : Optimize internal systems (CRM, ticketing, workflows) to support customer-facing teams. Insights & Analytics : Track key metrics (e.g. NPS, resolution time, churn risk), and use data to drive decisions and improvements. What Success Looks Like First 90 Days : Take ownership of teams, assess current tools and workflows, and deliver a roadmap for improvement. First Year : Achieve measurable gains in efficiency, CX, and logistics performance. Establish Customer Operations as a strategic company pillar. Your Profile 5 years in a senior team management role within Customer Success, Support or Operations, in a SaaS or tech-enabled environment Proven experience designing systems and processes that scale Agile mindset – curious about (new) technology and eager to implement these to support the team thrive Strong analytical skills; comfortable working with data to make decisions and track impact Experience working with tools like Zendesk, Salesforce, HubSpot, or similar CRM/ticketing systems Highly organized, process-minded, and excellent at cross-functional collaboration Native French speaker – location Aix-en-Provence. Excellent communication skills in English—able to clearly present plans, findings, and updates across all levels of the business About Us: A subsidiary of the Shiftmove group, OPTIMUM is an ambitious company growing rapidly in a sector undergoing a major transformation! We provide innovative SaaS solutions to businesses and public sector organizations (B2B) to help them manage and optimize the costs of their vehicle fleets. For some of our clients, we become a trusted partner, supporting them daily in managing their fleets and associated costs. Our tools have already connected over 200,000 vehicles , and we’re aiming to quickly surpass 500,000 . To support and accelerate this growth, our teams are expanding, and our operations are reaching international markets. As part of our growth strategy, Optimum is offering this key position. Now is the time to join us!

Location: Aix-en-Provence, FR

Posted Date: 5/13/2025