Interim Customer Experience Leader

Are you the driving force behind our transformation into a data-driven CX organization?

At Decathlon, we make sports accessible to everyone. But to do that effectively, we need to understand our customers better than anyone else. For our headquarters in Amsterdam, we are looking for an experienced Interim Customer Experience (CX) Leader.

In this role, you aren’t just an advisor; you are the architect of our new "CX & Insights" function. You will bridge the gap between raw data and a smile on the customer's face. You will coach our teams to a higher level of customer-centricity and serve as a strategic sparring partner for our executive board.

Your Mission at Decathlon

As Interim CX Leader, you will report directly to the Marketing Director. You will be responsible for three crucial pillars:

1. Elevating CX to CX & Insights

You will transition the current CX function into a combined Insights function. Your goal? To establish a framework or dashboard where qualitative customer insights and quantitative market data converge. This ensures our decisions are based on facts, not just gut feeling.

2. Driving Customer-Centric Maturity

You will lift the entire organization’s customer-centricity capabilities and empower teams to own their journey by:

• Lead and execute a minimum of 3 workshops (e.g., Journey Mapping, Triple Diamond, or Design Thinking) to jumpstart CX projects within other departments.
• Develop a CX Governance Framework. You will establish clear quality standards to ensure that every independent, team-led project meets the "CX Leader approved" quality benchmark.

3. Strategic Partnership

You are the "on the ground" expert and sparring partner for the leadership team (CMO, Retail, Digital Directors). You guide decision-making across the digital, retail and omni-channel touchpoints and ensure that CX is integrated into 100% of our business priorities.

Who are we looking for?

You are an expert in change management with a passion for the customer journey. You switch effortlessly between strategic thinking and hands-on execution.

• Experience: 5 to 10 years of professional experience, particularly with ease and proven ability in transformation, change management, and customer experience.
• Stakeholder Management: You are a strong communicator at the C-level and know how to mobilize cross-functional teams.
• Data-Driven: You know how to translate data into actionable insights. Experience in Retail or E-commerce is a strong plus.
• Methodology: You are familiar with tools such as the Triple Diamond, Design Thinking, and Journey Mapping.
• Mindset: Flexible, proactive, and able to quickly navigate a dynamic organization.