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Depuis sa création à Paris en 1998, Maje a su construire son propre langage stylistique et esquisse un subtil écart entre la modernité et le décalé assumé, en misant sur de vraies pièces et des détails pointus. L'esprit Maje, c'est une silhouette résolument féminine, à la fois sobre, glamour et audacieuse. La marque poursuit avec succès son développement international et compte plus de 600 points de vente et près de 1 700 collaborateurs de talent dans 50 pays.

En 2025, Maje réalise un chiffre d'affaires de plus de 467 millions d'euros. Ces dernières années, la maison aborde le virage de la transition digitale avec beaucoup d'ambitions et accélère son élan responsable. L'inclusion et la diversité sont également au cœur de nos préoccupations, parce que nous sommes convaincus que l'innovation et la créativité naissent de la diversité des regards et des profils. Parce que nous avons la volonté de proposer à nos collaborateurs et candidats un environnement inclusif, dans lequel chacun a sa place, quels que soient son origine, son parcours, ses préférences…,

À votre tour d'enrichir notre histoire ! Osez l'aventure et le challenge, venez exprimez vos talents au sein de la Famille Maje !

29:Tb3d,

Rattaché(e) au département Digital, vous intégrerez le pôle Expérience Client afin d’accompagner nos clientes tout au long de leur parcours omnicanal, avant et après-vente, sur les canaux digitaux et retail, en garantissant une expérience premium fidèle à l’ADN de la Maison Maje.

À ce titre, vos principales missions seront les suivantes :

Service client et boutique (70% des missions du poste)

Être garant(e) de la gestion des demandes escaladées via Salesforce, analyser les situations sensibles et apporter des solutions personnalisées afin d’offrir une expérience client fluide, qualitative et à forte valeur relationnelle, en collaboration avec les équipes Retail et le service client.
Accompagner les clientes sur l’ensemble du parcours avant et après-vente, en veillant à maintenir un niveau d’excellence et de personnalisation.
Assurer le suivi des remboursements en lien avec l’équipe comptable et gérer les litiges sur les plateformes de paiement (ex. : PayPal, Adyen), avec réactivité et sens du service.
Veiller à la bonne exécution des processus omnicanaux (commandes annulées, Click & Collect, Ship from Store…) afin d’offrir une expérience entre le digital et la boutique.

Qualité & voix du client (15% des missions du poste)

Participer au pilotage de la qualité du prestataire de service client (calibrage, audits qualité) afin de garantir un niveau de service aligné avec nos standards.
Répondre aux avis clients français et internationaux pour renforcer l’e-réputation (Trustpilot, Google My Business) et valoriser la relation client.
Animer la politique de générosité et de fidélisation, en veillant à la cohérence des attentions et avantages selon la segmentation client.
Analyser les KPI et diffuser la voix du client au sein de l’entreprise en identifiant les opportunités d’amélioration du parcours client.
Être garant(e) du respect des standards premium et contribuer à la diffusion de la culture de l’excellence client.

Projets transverse d’amélioration du parcours client (15% des missions du poste)

Assurer le suivi opérationnel des partenaires Seconde Main et Service de Réparation, en veillant à offrir une expérience cohérente et qualitative.
Collaborer avec les marques du groupe pour assurer une cohérence dans la gestion du service client et être force de proposition sur l’évolution des process.
Participer à des projets transverses afin de fluidifier et enrichir l’expérience client aux côtés du chef de projet service client et contribuer à l’amélioration continue de l’expérience client.

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STAGE - Chargé(e) Satisfaction Client Europe H/FSMCP

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