Customer Success Director (Luxury Retail)

We are growing! We are currently looking to hire an experienced Customer Success Director for our office in Paris where you will be based.

This is a fantastic opportunity for a driven professional to take on a leadership role within a dynamic and fast-paced organization supporting the world's most iconic luxury brands.

Who we are

Founded in 2006, CXG is a global customer experience agency specializing in the premium and luxury industries. We serve over 200 luxury clients with a multicultural team of 250+ professionals. Our mission is to help brands transform customer and employee experiences to tap into their full business potential. We do so through tailored insights, strategy, and implementation. We are passionate about delivering impact. Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction.

What you will be doing

As a Customer Success Director for Paris, you will serve as a right hand to the Regional Vice President. Our Paris office hosts our biggest team of Customer Success across the globe. Your role will be to ensure excellence in client partnerships. You will have the responsibility of a defined portfolio of clients, together with a team of 4 Customer Success Managers who will be under your leadership.

Your responsibilities:

1. Local Leadership and Team Management:

• Lead your team towards excellence with energy, clarity, and empathy.
• Develop the Customer Success team competencies and promote a consultative, solution-oriented mindset.
• Ensure effective resource allocation and team alignment with business priorities.
• Foster a positive, inclusive, and performance-driven culture across Customer Success.
• Animate the overall EU team routines: meetings, working sessions, seminars and performance management according to established practices.
• Drive the group’s strategic transformation and innovation adoption

2. Business Performance and Market Development:

• Implement the EU strategy in line with CXG’s long-term vision and the unique characteristics of the Parisian team.
• Represent CXG in Europe with a strong client-oriented mindset.

3. Customer Success and Project Delivery:

• Oversee project execution, ensuring timely and high-quality delivery for EU led projects across all our areas of expertise: measurement, academy, consulting and customer insights.
• Guide the team in designing impactful client solutions, leveraging CXG’s full range of solutions and methodologies.
• Support and challenge clients with strategic insights and added value.
• Promote CXG’s thought leadership and visibility through your network.
• Deliver impactful presentations and ensure your team does the same
• International coordination : provide clarity and guidance across all CXG stakeholders for international partnerships to ensure that we deliver elevated value across the globe.

Requirements

What you will bring along

This role requires a passion about the luxury industry and customer experience. It also requires strong organization skills as well as past experience in a client-facing role. You should also have the below:

• Master’s degree or higher in Luxury Management, Business Administration, or a related field.
• Minimum 12 years of experience in retail, consulting, training, marketing, or sales within the luxury industry or in a B2B client-facing role.
• Deep understanding of trends and dynamics in the premium and luxury market.
• Strong knowledge of the luxury market and luxury client expectations.
• Proven success in team management, strategic planning, and execution.
• Solid financial and strategic acumen.
• Fluent in French (native level) and English.
• Effective and polished presentation abilities, with a persuasive, diplomatic, and engaging communication style.
• Strong consulting mindset with strategic thinking and analytical problem-solving capabilities.

If you have what we are looking for, please make sure to attach your updated Resume with your contact details. Should your profile fit the requirements for the role, we will get in touch with you to get a deeper understanding of your profile, to discuss the role in more detail and potential next steps.

To know more about us, please visit our website: https://www.cxg.com