Change Management Lead

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 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

**MISSION**:
The Change Management Lead intervenes in the context of the Customer Care Transformation Program. This project is sponsored by the GEN Department and you participate either by a lead of a stream of the project, or by a punctual intervention on another streams of the project. Under the responsibility of the Head of Telephony Project Manager, you have to manage the Change Management of the phone’s system implementation.

**RESPONSIBILITIES**:
**In alignment with Group objectives and Customer expectations**:
You create all needed interactions with all different departments (Digital, IT, Customer Care, Process, Academy, ) to build and to deliver the new Telephony Business Core Model to be deployed in the Network. And you participate to the Business Requirement phase.
You define all metrics to monitor project success in term of project’s follow up (Roadmap completion, Adoption level, etc ) and stakeholders performance (Nb of Calls treated, Average of time spent, etc ). And You participate to new Metrics tools creation.
You evaluate current processes involving Phone interactions and identify areas for improvements. And you utilize internal existing tools to uncover and determine root causes of issues in Network.
You define contents of training support, and all other important material. You participate to telephony guidance creation regarding Customer Care Phone process by collaborating other internal or external Teams to establish sound business practices that will provide the foundation of the organization's transformation plan. You manage Key Users and End Users mobilization around the project’s phasis. You ensure commitment on needed deliverables based on planning constraints from the relevant parties.
You manage Phone interactions methodology documenting a repeatable set of processes for determining, investigating and resolving workflow issues, establishing an on-going process for maintaining quality, and defining quality audit procedures. You guarantee change & adoption reporting. You animate the Agencies’ Network by following training plan to be fully shared and deployed within the End Users community. And you generate opportunities to improve our global customer experience.

**PROFILE AND SKILLS**:
Master’s Degree
5+ minimum experience / 1 year experience in the marine or transportation sector
Ability to work in a team and in a multicultural and multi-projects context
Very good level of written and spoken English
Quality of communication and sense of customer/provider contact
Sense of organization and respect of deadlines
Good knowledge of Customer Service and Business process
Very good knowledge of Internal CMA CGM Processes (HO, Agencies and SSC procedures)
High Skills in Computer Tools (Teams, Excel, Qlik,) and Internal tools (Nova, Lara,..)
Proven experience in transformation project or new system deployment
Knowledge of Salesforce products would be a plus

Come along on CMA CGM’s adventure