Group Head of Customer Experience

About Orisha

Founded in 2003, Orisha is an international software publisher primarily dedicated to companies in the retail, real estate, health, construction, and agrifood sectors.

Since its creation, Orisha has guided companies towards success by offering them solutions specific to their business and essential to their operations (checkout, commercial and financial management, stock management, CRM, HR, E-Commerce...). Every day, the solutions designed by Orisha enable millions of interactions and transactions in an increasingly interconnected world. This anchoring allows the group to provide a unique perspective on the societal and technological transformations of our time.

As part of our growth, we are recruiting. Join Orisha!

Your Role

Join our Group COO and drive the transformation of customer journeys within the Orisha group.

As Group Head of Customer Experience, you will work in close collaboration with all CX teams in Europe.

Your mission is crucial: orchestrate the transition from a holding of autonomous products to an integrated and harmonized SaaS group. You will be the guarantor of a strategic balance: maximizing operational efficiency (EBITDAC impact) while elevating customer experience (satisfaction) to the best global standards.

Your Missions

1. Architect the target operating model (TOM): Define Orisha standards for Support and Success to eliminate fragmentation. Your goal: build a convergent model where the quality of experience and cost optimization mutually reinforce each other.
2. Pilot performance and profitability: As the guardian of the CX P&L, you will manage the economic and operational KPIs for all Business Units. You will identify levers for EBITDAC growth (mutualization, automation) and deploy remediation plans for underperforming segments.
3. Elevate Customer Success maturity: Move the group from a reactive posture to a proactive and segmented "Success" model. Standardize the support of strategic accounts and formalize feedback loops with Sales teams to boost retention.
4. Accelerate the technological & AI revolution: Lead the charge on AI deployment (call deflection, VoC analysis, automated onboarding). Drive the migration of siloed tools towards a unique and high-performing group technological backbone.
5. Transform the performance culture: Exercise matrix leadership (dotted-line) with the CX Directors of the BUs to align local teams with the group vision. Foster talent versatility to optimize resource utilization across Orisha.

Who We're Looking For

Who are you?

You have at least 15 years of experience in leading complex customer operations transformations, ideally in the B2B SaaS or high-growth Tech universe.

• Transformation Expert: You combine the rigor of a strategic consultant with solid operational "field" experience.
• Mastery Tech & AI: You consider AI a fundamental paradigm shift and master modern CX architectures.
• Matrix Leadership: Diplomatic yet decisive, you know how to navigate complex organizations and gain the trust of autonomous Business Unit leaders to impose common standards.
• International: You have proven experience in managing multicultural and multilingual teams. You speak and write fluent French and English.

At Orisha, AI is a daily ally: we encourage and train every employee in the use of Gemini to boost their creativity and productivity.

➡️ This is a permanent position (CDI), based at 70 Boulevard de Courcelles 75017 Paris (with regular travel to our Business Units).

About Orisha

Founded in 2003, Orisha is a European publisher of software primarily dedicated to companies in commerce, real estate, health, construction, and agrifood.

Since its creation, Orisha has guided companies towards success by offering them solutions specific to their business and essential to their operations. Orisha achieves over €300 million in revenue and has more than 2500 employees.

Orisha is a group that supports over 50,000 clients in +100 countries in their technological needs to keep their daily business running.

If you see yourself in this project, tell us! We look forward to meeting you.

Welcome to ORISHA

Founded in 2003, Orisha is an international software publisher primarily dedicated to companies in the retail, real estate, health, construction, and agrifood sectors. Since its creation, Orisha has guided companies towards success by offering them solutions specific to their business and essential to their operations (checkout, commercial and financial management, stock management, CRM, HR, E-Commerce...). Every day, the solutions designed by Orisha enable millions of interactions and transactions in an increasingly interconnected world. This anchoring allows the group to provide a unique perspective on the societal and technological transformations of our time. As part of our growth, we are recruiting. Join Orisha!