Job Description
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><b><span style="font-size:22.0pt">SENIOR MANAGER -CUSTOMER EXPERIENCE </span></b></span></span></span></p>
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><b><span style="font-size:16.0pt">Business Operation – India </span></b></span></span></span></p>
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><b><span style="font-size:14.0pt">KEY DETAILS: </span></b></span></span></span></p>
<p class="Default" style="margin-bottom:1px"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">− Start date: January 2026 </span></span></span></span></p>
<p class="Default" style="margin-bottom:1px"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">− Location: India, Chennai </span></span></span></span></p>
<p class="Default" style="margin-bottom:1px"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">− Role type: Full Type Employment </span></span></span></span></p>
<p class="Default" style="margin-bottom:1px"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">− Work from Office </span></span></span></span></p>
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">− Seniority: Early to Mid-career WHAT IS EDENRED? </span></span></span></span></p>
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<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting more than 60 million users and more than 2 million partners merchants in 45 countries via 1 million corporate clients. </span></span></span></span></p>
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">Edenred offers specific-purpose payment solutions for food (such as meal benefits), engagement (such as gift cards and engagement platforms), mobility (such as multi energy solutions, including EV charging, maintenance, toll and parking) and corporate payments (such as virtual cards). </span></span></span></span></p>
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">True to the Group's purpose, "Enrich connections. For good.", these solutions enhance users’ wellbeing and purchasing power. They improve companies’ attractiveness and efficiency and vitalize the employment market and the local economy. They also foster access to healthier food, more environmentally friendly products and sustainable mobility. </span></span></span></span></p>
<p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Calibri,sans-serif"><span style="font-size:10.0pt"><span style="line-height:107%">Edenred’s 12,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.</span></span></span></span></span></p>
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<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"> <span style="font-size:10.0pt">In 2024, thanks to its global technology assets, the Group managed close to €45 billion in business volume, primarily carried out via mobile applications, online platforms and cards. </span></span></span></span></p>
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC 40, CAC 40 ESG, CAC Large 60, Euronext 100, Euronext Tech Leaders, FTSE4Good, DJSI Europe Index, DJSI World Index, and MSCI Europe. </span></span></span></span></p>
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<li class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">YOUR ROLE </span></span></span></span></li>
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<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">We are seeking a dynamic and innovative Customer Experience Manager to lead and enhance customer engagement across multiple platforms. This role will oversee Banking, PRM (Partner Relationship Management), CRM (Customer Relationship Management), ERM (Enterprise Relationship Management), and Loyalty Programs, ensuring seamless experiences and driving customer delight. </span></span></span></span></p>
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">The ideal candidate will manage cross-functional teams, deliver innovative solutions, and continuously improve processes to strengthen customer relationships. </span></span></span></span></p>
<p class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><b><span style="font-size:10.0pt">Customer Experience & Loyalty Management </span></b></span></span></span></p>
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<li class="Default" style="margin-bottom:15px"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">Design, implement, and optimize <b>customer experience strategies </b>across all touchpoints. </span></span></span></span></li>
<li class="Default" style="margin-bottom:15px"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">Manage and enhance <b>loyalty programs</b>, ensuring they drive retention and engagement. </span></span></span></span></li>
<li class="Default"><span style="font-size:12pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black"><span style="font-size:10.0pt">Oversee <b>CRM, PRM, and ERM systems </b>to ensure data accuracy and actionable insights. </span></span></span></span></li>
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<li><span style="font-size:11pt"><span style="line-height:normal"><span style="text-autospace:none"><span style="font-family:Calibri,sans-serif"><span style="font-size:10.0pt"><span style="font-family:"Century Gothic",sans-serif"><span style="color:black">Collaborate with banking partners and internal teams to deliver superior customer service. </span></span></span></span></span></span></span></li>
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