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Operations Manager

hace 2 semanas

En remoto, España CXG A tiempo completo

We are growing We are currently looking to hire an experienced** Operations Manager** for Europe Market for 1 year fixed-term contract.

**Who we are**:
Founded in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.

At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world’s most iconic premium and luxury brands.

**What you will be doing**:
This is both an exciting and a key role in our growth in this dynamic market.

You will be managing the Europe Operations & Community team, its recruitment, onboarding, management, and growth. The team will look up to you as a solution-driven leader and enthusiastic person.

In this role, you are responsible for the complete, successful, timely, and cost-effective execution of the local fieldwork for all practices of CXG. Our first clients are our evaluators; their active recruitment, onboarding, and engagement are a core focus of your role, as it supports qualitative operations.

We consider our Operations Manager as a bridge between multiple teams in the market and globally.

**The role is split into three core functions**:

- **People**: Managing and developing your team in your designated Markets, resources allocation and deployment, business planning, business model, etc.
- **Partnership**: Evaluator Community Journey as a whole, supporting our transformation from a technical standpoint, but also piloting new ventures. You will be the key partner of Executives and departments in market and worldwide, representing your region.
- **Impact**: Strategic development through pilots, engagement strategies, compensation strategies, etc.
- **Simplicity**: share your experience, business acumen and technical knowledge to benefit regional or global programs, innovations and more.
- **Quality**: Control, reporting and improvement of survey quality, on the whole chain of value (from survey, screening, validation and translation)

**KEY RESPONSIBILITIES**

**1- People**
- As a manager of a hybrid team, you will be training, managing, coaching and leading your direct reports to grow sustainably as a business.
- A team of 8 to 15 professionals will look up to support them within the Group.
- Engage internal and external resources, in line with the Market’s policies and forecasts: Business planning and anticipation will be key to our growth, and maintaining a healthy Hub will support the completion of your Operations objectives.
- You will be responsible for their employee/Hub journey, from their selection, onboarding, continuous training, coaching and more.

**2- Partnership**
- You are responsible for the proactive recruitment of new Evaluators in your Market, to match the business’ needs.
- Anticipate and match the volume of operation and ensure the Evaluator database is healthy, qualitative and sufficient to operate successful missions, respecting our rotations guidelines.
- Co-owning the local brand awareness such as social media presence of the CXG brand, monitoring and posting following the Company’s guidelines, social media calendar, live engagements, but also supporting our LinkedIn posts. You will be supported by Growth & Engagement, and the dedicated Marketing Associate.
- Proactively and consistently engage the Evaluators over the course of the year, maintaining positive relationships. You will be proactively nurturing your local community via an array of online and offline actions (birthday cards, feedback on evaluation, gifts on special occasions, rewards, etc.).

**3- Impact**
- In charge of the Market Operations budget and profitability of the Operations
- The Evaluator Community Journey is under constant transformation. With your help, our Global team puts Community Engagement and People as a core Operation principle. You will be accompanying and leading this transformation in your market.
- Communicate proactively internally and externally (if needed) with the Customer Success teams and leaders in program anticipation, tracking, and calibration.
- Become an internal advisor, an expert of your Market, with a deep knowledge of our Community, to foster more collaboration and generate qualitative insights.
- Support local, regional, or global Strategic development: pilots, market research, etc.
- Set up engagement strategies for our Community: from the various touchpoints to the compensation strategies, etc.

**4- Simplicity**
- Accompany colleagues, either full-time or Hub, in the market and worldwide, so they can benefit from your experience and technical knowledge.
- Proactively share initiatives to simplify our day to day, with a short-, mid
- or long-ter