Customer Care Portfolio Project Manager

il y a 3 jours


Marseille, France CMACGM Temps plein

Dirigé par Rodolphe Saadé, le Groupe CMA CGM, un leader mondial du transport maritime et de la logistique, dessert plus de 420 ports dans le monde sur 5 continents. Avec sa filiale CEVA Logistics,, et sa division de fret aérien CMA CGM AIR CARGO, le Groupe CMA CGM innove constamment pour proposer à ses clients une offre complète et toujours plus performante grâce à de nouvelles solutions maritimes, terrestres, aériennes et logistiques.

Engagé dans la transition énergétique du transport maritime et pionnier dans l’utilisation de carburants alternatifs, le Groupe CMA CGM s’est fixé un objectif de Net Zéro Carbone d’ici 2050.

À travers la Fondation CMA CGM, le Groupe agit également face à des crises humanitaires nécessitant une réponse d’urgence en mobilisant l’expertise maritime et logistique du Groupe pour acheminer partout dans le monde du matériel humanitaire.

Présent dans 160 pays via son réseau de plus de 400 bureaux et 750 entrepôts, le Groupe emploie 150 000 personnes dans le monde, dont 2 900 à Marseille où est situé son siège social.

**THE ROLE**:
As part of the Digital agency organization, you are coordinating the project portfolio of the Customer Support and Content Management team of the eCommerce department.

**RESPONSIBILITIES**:
You implement the Digital Agency roadmap of the customer support stream, acting as Project Manager for the whole Customer Care products portfolio.

You will interact with all involved departments (eCommerce, Marketing, GEN, Agencies, Logistics ) as well as all eCommerce teams in HO, Regions and SSC to deliver expectations in accordance with defined timelines.

**Based on the group’s objectives, you will**:
Coordinate the team of product owners on each digital customer care stream : customer onboarding, web account securization, customer support, online customer service

Organize and participate in the gathering and analysis of the business requirements and guarantee adequate production of documentation

Be responsible of the global roadmap definition, priorization and delivery

Maintain adequacy between each project planning and organize the alignment between the various internal and external IT teams

Participate in the organization of the end to end user acceptance phases and guarantee the maintenance of non-regression tests catalogue in relation with dedicated teams

Participate to the evolution of the NOVA project as ecommerce stakeholder and align with Digital acquisition, voice of customer, customer engagement and customer care product owners to maintain system consistency with customer support processes and requirements

Be responsible of the knowledge transfer and training of ecommerce regional offices, ecommerce B2B, WEB, and SSC support and data quality teams on all solutions under the customer support scope

Organize and follow-up on the activity of local key users in regional offices and SSC teams

Produce the KPI and reporting necessary to the follow up and the visibility of your projects

Maintain a technological watch to identify possible accelerators for customer support activities

**PROFILE AND QUALIFICATIONS**:
Master degree or equivalent in relevant domain

At least 5 years of working experience in similar environment

Ability to work in project mode and on several projects related to Customer Service and Digital Solutions

Good relationship building and interpersonal skills, ability to work with diverse groups, including senior level executives

Writing and documentation and communication skills in English and French

Ability to work in a team and in a multicultural context

Analytical and problem solving abilities

Proficiency in process formalization and improvement

Knowledge of IT environments and methods

Lancez-vous dans l’aventure CMA CGM



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