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Contact Channels Project Manager

Il y a 3 mois

Paris, Île-de-France Louis Vuitton Malletier Temps plein
**Position**:
Au sein du département Digital and Client Development dans l'équipe Client Services Centers Central, Louis Vuitton recrute un _Contact channels project manager - CSC Central_ team, pour soutenir les opérations et les projets visant à optimiser la distribution des flux de contacts (tous médias) vers les services clients Louis Vuitton.

Le périmètre comprend 10 Services Clients dans le monde, avec plus de 1500 Conseillers clientèle et Managers en charge de la relation à distance avec l'ensemble des Clients Louis Vuitton et de leur faire vivre l'expérience luxe à distance.

Au sein de l'équipe, le Chef de Projet participera:

- Contribuer grâce à son expertise à la réflexion, la mise en œuvre et le déploiement des canaux de contacts des services clients en soutien de son manager
- assurer l'avancement de projets visant à améliorer l'expérience des utilisateurs dans le service client sur les sujets de téléphonie (Genesys) et du connecteur de téléphonie (Salesforce) : au recueil, priorisation et suivi des demandes fonctionnelles des partenaires en zone (wishlists).
- être le point de contact des zones (superviser les sujets urgents) et mener les réunions de suivi bi-mensuelles avec tous les CSC ainsi qu'animer la communauté de champions Genesys autour du monde
- assurer l'accompagnement des zones dans l'adoption de nouveaux outils/fonctionnalités (formations, Q&A, réunions ponctuelles si nécessaire)
- être le point d'entrée des potentielles pannes et assurer le suivi des résolutions
- travailler en binome avec l'équipe training et qualité pour tous les projets partagés : grilles de qualité, bases de connaissances

**Profile**:
Vous êtes de formation Master I/Master II école de commerce/ingénieur ou équivalent universitaire.

Nous recherchons un profil avec 5 ans d'expérience minimum sur des fonctions similaires avec du management de projet dans un contexte international et multiculturel.
- Management/continuous improvement des fonctionnalités d'un outil technique
- Expérience activité centre de contacts clients (idéalement B2C)
- Connaissance de Genesys Cloud ou d'un autre outil de téléphonie serait un plus
- Connaissance de la Méthode Agile serait un plus
- Anglais courant et français conversationnel serait un plus

**Additional information**:
Basé en CDI à Paris, vous serez rattaché(e) au Contact Channels Manager - CSC Central Team.