Senior Manager Customer Experience

WHAT IS EDENRED?

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 partner merchants in 45 countries via 1 million corporate clients. 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). 

True to the Group's purpose, "Enrich connections. For good.", these solutions enhance users’ well-being 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.

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. 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.

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.

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YOUR ROLE

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. The ideal candidate will manage cross-functional teams, deliver innovative solutions, and continuously improve processes to strengthen customer relationships.

Customer Experience & Loyalty Management

• Design, implement, and optimize customer experience strategies across all touchpoints.

• Manage and enhance loyalty programs, ensuring they drive retention and engagement.

• Oversee CRM, PRM, and ERM systems to ensure data accuracy and actionable insights.

• Collaborate with banking partners and internal teams to deliver superior customer service.

Team Leadership

• Lead and mentor a team of customer experience professionals.

• Foster a culture of innovation, collaboration, and continuous improvement.

• Set clear KPIs and monitor team performance to achieve organizational goals.

Innovation & Continuous Improvement

• Identify emerging trends and technologies to enhance customer engagement.

• Develop and implement innovative solutions at regular intervals to improve customer satisfaction.

• Use analytics and feedback to refine strategies and deliver measurable results.

Stakeholder Management

• Work closely with marketing, operations, and technology teams to align customer experience initiatives.

• Build strong relationships with external partners and vendors for program execution.

Audit & Compliance

• Manage internal and external audits related to procurement, data processing, and reconciliation.

• Ensure compliance with organizational policies and regulatory requirements.

• Prepare and maintain documentation for audit readiness.

YOUR PROFILE

Experience: 10+ years in procurement operations, client order processing, and data management within technology-driven or e-commerce environments.

Expertise:

• Managing purchase orders, inventory control, and API-based procurement tracking.

• Handling client data processing, reconciliation, and ledger management across multiple platforms.

• Leading platform testing and implementation for new features and system enhancements.

Skills:

• Strong analytical and problem-solving abilities for data accuracy and compliance.

• Proficiency in reconciliation processes and audit readiness.

• Excellent stakeholder communication and ability to collaborate with tech and operations teams.

Leadership: Proven ability to manage teams, drive process improvements, and ensure operational excellence in data-driven environments.

Key Competencies

• Advanced Analytics & Data Interpretation

• Procurement & Inventory Management

• Client Order Processing & Reconciliation

• Platform Testing & Implementation

• Compliance & Audit Management

• Leadership & Team Development

CRITICAL ASPECT OF THE ROLE OVER NEXT 3 YEARS

• Automation & Process Optimization: Implement advanced automation for procurement and client data workflows to reduce manual intervention and errors.

• Platform Innovation: Drive testing and rollout of new platform features to enhance efficiency and scalability.

• Data Integrity & Compliance: Strengthen reconciliation processes and ensure compliance with regulatory and audit requirements.

• Analytics-Driven Decisions: Use data insights to improve procurement forecasting, inventory accuracy, and client order fulfillment.

• Cross-Functional Collaboration: Align operations with technology and finance teams for seamless integration and reporting.

OTHER DETAILS

• Location: India, Chennai

• Work from Office

• Role type: Full Time Employment

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OUR COMMITMENT

Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

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