Group Customer Service Project Manager H/F
il y a 1 mois
Group Customer Service Project Manager H/F
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About Geopost
Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in more than 50 countries across all continents through its network of expert delivery brands, including: DPD, Chronopost, SEUR, BRT, Speedy and Jadlog. Leveraging its industry-specific expertise, Geopost is further growing the development of Out-Of-Home delivery services with Pickup, the densest parcel shop and locker network in Europe and is also expanding temperature-controlled solutions for food and healthcare business. In a world of acceleration and transformation, Geopost engages and embraces new e-commerce territories with ESW via Asendia, epicery and Pourdebon.com.
With 57,000 employees, Geopost endeavors to make commerce more convenient, profitable and sustainable for their customers and communities. Committed to becoming an international reference in sustainable delivery, Geopost is the first global delivery company to have its roadmap to Net Zero by 2040 approved by the Science Based Targets initiative (SBTi).
Geopost is a member of the French Association of Diversity Managers (AFMD) and a signatory of the Diversity Charter.
Part of the La Poste group, Geopost generated a €15.7 billion revenue and delivered 2.1 billion parcels worldwide in 2023.
We are hiring for our headquarters based in Issy les Moulineaux (92) a Group Customer Service Project Manager.
Contextualization
We are looking for a talented an experienced and dynamic Customer Service (CS) Project Manager to contribute to customers and agents best experience. The successful candidate will be responsible for identifying, planning, and executing projects that enhance CS operational efficiency and effectiveness across the organization. This role requires a strategic thinker with strong project management skills and a passion for driving change.
As a Project Manager, you will have the opportunity to work on a wide range of projects, collaborating with diverse teams and stakeholders in an international context.
You will play a key role in participating on the Group Customer Service strategy and in engaging our BUs by value creation and by seeing projects through to completion with efficiency and precision.
Missions
Collect and challenge Business Units (BUs) needs and expectations to identify opportunities for improvement, develop project plans, and lead cross-functional teams to execute initiatives that enhance CS operational processes.
Conduct detailed analyses of current processes to identify inefficiencies, bottlenecks, and areas for improvement.
Design and implement solutions that streamline operations, reduce costs, and improve quality and customer satisfaction.
Coordinate project meetings, including scheduling, agenda preparation, and minute taking.
Track project progress, ensuring timelines and budgets are met. Provide regular updates to senior management and stakeholders.
Work closely with various departments to ensure alignment and support for continuous improvement initiatives.
Establish key performance indicators (KPIs) to measure the success of improvement projects and ensure sustainability of changes.
Support CS Team by apply common project methodology aligned within Group guidance
Contribute to lessons learned exercises and knowledge sharing initiatives.
Travel within Europe is to be expected. (6/year)
Your Profile
Strong organizational and multitasking skills, with the ability to prioritize and manage multiple tasks effectively.
Analytical mindset with the ability to interpret complex data and translate it into actionable insights.
Excellent communication English & French and interpersonal skills, both written and verbal.
Autonomous and curious, faster learner and constantly seeking for improvement.
Detail-oriented with a focus on accuracy and quality.
Strong analytical and problem-solving abilities with the capacity to identify and address issues proactively.
Collaborative team player with the ability to work effectively with diverse stakeholders and culture.
Excellent communication and interpersonal skills.
Minimum of 5 years of experience in project management.
Proven track record of successfully managing development and deployment projects in a customer service environment and in an international context.
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