Director Customer Experience

For one of our clients, we are looking for an Interim Global Customer Experience Director | Digital & Omnichannel | B2B

We are seeking an experienced senior leader to lead an international team and accelerate the development of digital and omnichannel capabilities within a global B2B organisation.

This is a hands-on leadership opportunity for someone who can bring structure, clarity and direction to a developing function, empower a committed team, and translate customer experience ambitions into measurable business outcomes.

Key responsibilities

• Lead and develop the team: Oversee day-to-day operations, clarify roles and responsibilities, strengthen performance management and support talent development.
• Optimise the customer journey: Map customer journeys and key touchpoints, identify gaps and ensure comprehensive coverage across the customer lifecycle.
• Strengthen the operating model: Align roles, responsibilities and capabilities with customer needs and strategic priorities.
• Drive performance: Develop a relevant KPI framework and performance dashboard to support data-driven decision-making.
• Build a global omnichannel approach: Foster collaboration across regional teams and establish a network of local digital and customer experience champions.
• Lead digital transformation: Drive the selection and implementation of a marketing automation platform, including an ongoing RFP process.
• Shape the strategy: Conduct capability gap analyses, prioritise initiatives and refine the longer-term roadmap where necessary.

Ideal profile

• Strong experience in digital marketing, customer experience and omnichannel strategy.
• Proven track record in complex B2B or B2B2B environments; experience in other B2B sectors will also be considered.
• Demonstrated success in leading and developing teams, improving performance and bringing structure to evolving organisations.
• Expertise in customer journey mapping, KPI definition and performance management.
• Experience managing cross-functional projects and digital transformation initiatives, ideally involving marketing automation.
• An engaging and collaborative leadership style, combining strategic vision with hands-on execution.
• Strong communication, influencing and stakeholder management skills.
• Resilience, adaptability and the ability to drive change in an evolving organisation.
• Fluent English is essential.

Assignment details

• Contract: Initial six-month interim assignment, with potential for a permanent opportunity.
• Scope: Global, managing an international and geographically distributed team.
• Location: European Union
• Working model: Hybrid or potentially fully remote, with occasional in-person meetings in France.
• Travel: Approximately 20–40%.
• Availability: Ideally within the next few weeks.

This opportunity is ideal for a senior leader who enjoys building capabilities, empowering teams and driving meaningful customer experience transformation in an international B2B environment.