Business Process Analyst

il y a 4 jours

Marseille, France CMACGM Temps plein

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
CMA CGM Group has decided to structure and strengthen its R&D approach by creating a Center of Excellence dedicated to Innovation and Research. The center will increase the company’s capacity for technological and scientific innovation necessary to meet its strategic objectives (decarbonization, digitalization ), while generating profitability and ensure a high visibility on the Group’s commitment to industry’s energy transition. It will rely on strategic industrial and academic partners experts in the maritime industry (laboratories, companies, startups, shipyards, etc.).
YOUR ROLE
The Customer Experience Manager is part of the CMA CGM HO Customer Experience team and is responsible for capturing, analyzing, and acting on customer feedback to improve product offerings, services, and overall customer satisfaction. The incumbent will work across departments to ensure that the customer’s voice is incorporated into decision-making processes and help the company align its operations with customer needs and expectations.
As Voice of the Customer owner, the incumbent’s role will be critical to monitor the VoC programs that capture customer feedbacks (surveys, visits, workshops)
The Incumbent will also work with HO Teams, Regional Customer Cares, Agency GMs, GBS managers to achieve ease of doing business for our customers, helping drive all variables across processes, people & technologies.
WHAT ARE YOU GOING TO DO?
Key Result Areas
Build and drive successfully group customer loyalty program and success programs covering strategic and key customers, directly resulting in improvement of VoC feedback.
Improve TPS, NPS, Pulse response & results.
High engagement rate with surveys and feedback mechanisms.
Successful delivery of global customer experience improvement actions framed through VoC feedbacks.
Key Accountabilities/Duties
**Lead existing VoC Surveys**: NPS - Net Promoter Score, CSAT & Pulse - Customer Satisfaction, CJM - Customer Journey Mapping) & work closely with product, marketing and network teams to drive and implement regular survey campaigns.
Design and implement new Voice of Customer programs that capture feedback through surveys, meetings, and other channels.
Drive global communication and awareness of the loyalty program and liaise with HO/ regional stakeholders to ensure effectiveness of actions in the network (RO/Agency/GBS).
Collect and analyze qualitative and quantitative data from customer interactions, identifying patterns, trends, and areas for improvement.
Help map and refine the end-to-end customer journey identifying opportunities for improvement.
Collaborate with teams to optimize the customer experience across various channels. Ensuring success stories from the network are recognized and highlighted across the network leading to best practices sharing and adoption.
Establish processes to close the loop with customers, ensuring that feedback is acknowledged, and actions are taken to resolve concerns or improve their experience.
Communicate the impact of customer feedback on business decisions to both customers and internal stakeholders.
Connect the core performance indicators (KPI’s) and customer feedbacks and draw insights from the analysis and build action plans.
WHO ARE WE LOOKING FOR?
University degree holder in Business, Marketing, Data Analytics, or a related field.
3 - 5+ years of experience in customer experience, customer insights or related domain.
Strong analytical skills with experience in gathering and interpreting customer feedback data
Excellent communication skills, with the ability to present findings and recommendations to various stakeholders.
Experience in leading or participating in customer care related improvement / transformation projects.
Experience in successfully managing direct and indirect teams.
Ability to build strong and effective working relationships with peers across the network.
Please ensure you are familiar with the CMA CGM Corporate Internal Mob

  • Business Process Analyst

    il y a 4 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France CMA CGM Temps plein

    Job Description:As a Business Process Analyst at CMA CGM, you will be responsible for developing and enhancing reporting systems and tools to meet the evolving business needs of the Lines and Pricing Transformation Department. You will conduct analytical studies, promote best analytics practices, and work effectively in teams to achieve project goals.Key...

  • Business Process Analyst

    il y a 4 semaines

    Marseille, France CMACGM Temps plein

    Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France Emploi Chirurgien ophtalmologue Marseille 13003 Temps plein

    We are seeking a highly skilled Business Analyst to join our team at . As a key member of our operations team, you will be responsible for analyzing business needs and developing solutions to improve our processes.Main Responsibilities:Analyze business needs and develop solutions to improve our processesCollaborate with cross-functional teams to implement...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France airbus Temps plein

    We are seeking a highly skilled Business Analyst to join our team. The ideal candidate will have expertise in data integration and a strong understanding of business operations. The Business Analyst will be responsible for analyzing business needs and developing solutions to improve data integration processes.Key Responsibilities:Develop and maintain data...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France Fondation Perce-Neige Temps plein

    About the RoleWe are looking for a skilled Business Analyst to join our team. As a Business Analyst, you will be responsible for analyzing business needs and developing solutions to improve processes and efficiency.Key ResponsibilitiesCollaborate with stakeholders to understand business requirementsDevelop and maintain business cases and financial...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France Complétude Marseille Temps plein

    About the Role:We are seeking a Business Analyst to join our team at {company}. The successful candidate will be responsible for analyzing business needs and developing solutions to improve operational efficiency.Key Responsibilities:Conduct business needs assessments and develop solutions to improve operational efficiencyCollaborate with cross-functional...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France Direction Déléguée Provence Temps plein

    At our company, we're seeking a highly skilled Business Analyst to join our team. As a Business Analyst, you will be responsible for analyzing business needs and developing solutions to meet those needs. Your key responsibilities will include:Collecting and analyzing business data to identify trends and areas for improvementDeveloping and implementing...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France airbus Temps plein

    We are seeking a Business Analyst to join our team at {company}. As a Business Analyst, you will be responsible for analyzing business needs and developing solutions to meet those needs.Key responsibilities include:Conducting business needs assessmentsDeveloping and implementing solutionsCollaborating with cross-functional teams

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France Profila Temps plein

    Job Title: {title}Are you a highly organized and detail-oriented professional looking for a new challenge? We are seeking a Business Analyst to join our team at {company}.

  • Business Analyst

    il y a 2 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France ARTELIA Temps plein

    Business Analyst - Data InsightsAs a Business Analyst - Data Insights, you will be responsible for analyzing complex data sets to inform business decisions. Your expertise in data analysis and interpretation will help drive business growth and improvement. Key Responsibilities:Analyze large data sets to identify trends and patternsDevelop and maintain data...

  • Business Analyst

    il y a 2 semaines

    Marseille, France Espire Infolabs Temps plein

    job Title: Business Analystlocation: Marseille, Provence-Alpes-Côte d'Azur, France 2-3 days onsite/weekjob Type: Contract B2B - 1 year + rolling skills:Must-Have: Jira, Kibana, postman, Agile basics, Logistics or Supply chain or warehouse management. Must have Skills:Priority 1: Logistics Is primary (TMS (90%)) – Either South France (Marseille) OR...

  • Business Analyst with Strong Data Skills

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France Métropole Aix-Marseille-Provence Temps plein

    As a Business Analyst with a strong background in data analysis, you will be responsible for interpreting large data sets to drive business growth and improve operational efficiency. Key responsibilities include:Key ResponsibilitiesAnalyzing complex data sets to identify trends and opportunities for growthDeveloping and implementing data-driven solutions to...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France Marine Nationale Temps plein

    We are looking for a highly skilled Business Analyst to join our team. The ideal candidate will have a strong analytical mindset and be able to interpret complex data to inform business decisions.The Business Analyst will work closely with senior stakeholders to identify key business drivers and develop strategies to improve operational efficiency.This is an...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France HARRY HOPE Temps plein

    Business Analyst - Financial ModelingAs a business analyst in the financial modeling department, you will be responsible for analyzing and developing financial models to support business decisions. Your primary goal will be to provide accurate and reliable financial data to inform business strategies and initiatives. This role requires strong analytical...

  • Business Analyst

    Il y a 6 mois

    Marseille, France KLINK4 Temps plein

    Nous recherchons un(e) Business Analyst (H/F) pour rejoindre notre équipe. En tant que Business Analyst, vous serez responsable de l'analyse des données et de la fourniture de recommandations stratégiques pour améliorer les performances de l'entreprise. Responsabilités: - Collecter, analyser et interpréter les données commerciales - Identifier les...

  • Business Analyst

    Il y a 2 mois

    Marseille, France Experis France Temps plein

    Experis recherche un Business Analyst (H/F) spécialisé en Marketing Cloud pour rejoindre son équipe sur Marseille. La mission consiste à optimiser l'utilisation de notre plateforme Marketing Cloud pour améliorer nos campagnes marketing et augmenter notre retour sur investissement. **Vos missions**: **Analyse des besoins**: ? Recueillir et analyser les...

  • Business Analyst

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France TempoPHARMA Temps plein

    We are looking for a skilled Business Analyst to join our team at «{company}». As a Business Analyst - Requirements Specialist, you will be responsible for evaluating and documenting business requirements and developing solutions to meet those needs.Key Responsibilities:Evaluate and document business requirementsDevelop solutions to meet business...

  • Business Analyst IT

    Il y a 5 mois

    Marseille, Bouches-du-Rhône, France VISIAN Temps plein

    Contexte :Visian, nous sommes une société de conseil spécialisée en innovation, design produit, gestion de projet IT et développement Data. Nous recherchons actuellement un Business Analyst pour rejoindre notre équipe. Ce poste vous permettra de travailler pour un client du secteur bancaire, une industrie en constante évolution.Vos principales...

  • Business Analyst IT

    Il y a 5 mois

    Marseille, France VISIAN Temps plein

    Contexte :Visian, nous sommes une société de conseil spécialisée en innovation, design produit, gestion de projet IT et développement Data. Nous recherchons actuellement un Business Analyst pour rejoindre notre équipe. Ce poste vous permettra de travailler pour un client du secteur bancaire, une industrie en constante évolution.Vos principales...

  • Business Systems Analyst B2B Shipping

    il y a 3 semaines

    Marseille, Provence-Alpes-Côte d'Azur, France CMA CGM Temps plein

    About the RoleThe B2B Shipping Business Analyst will be responsible for the ownership of business system functionalities involved in EDI exchanges, including integration screens, triggering rules, and data models. This role will cover the functional scope of the EDI process, encompassing all functions that enable the business to trigger and integrate EDI...