Customer Care Project Manager
il y a 2 semaines
**About the role **\uD83D\uDDA5️**
You will report to the Head of Innovation & Project and you will be in charge of leading strategic and transversal projects from design to delivery at the Customer Care team. This role encompasses a range of responsibilities aimed at ensuring exceptional customer experiences and efficient operations within our organization.
**What you will do \uD83D\uDC5C**:
- ** Project Planning and Execution**:
- Design and delivery of transverse projects through innovation to enhance our customers and agents journey.
- Oversee project implementation, closely monitoring progress, resolving issues, and adjusting plans as necessary to ensure successful delivery.
- **
Process Improvement**:
- Identify opportunities for enhancing customer care processes, workflows, and systems to optimize efficiency, productivity, and customer satisfaction.
- Lead initiatives to redesign or streamline existing processes, leveraging best practices and innovative solutions to drive continuous improvement.
- **
Tools Management**:
- Oversee the maintenance, enhancement, and utilization of Customer Care tools and technologies, such as CRM systems (Zendesk) and Chatbot platforms.
- Collaborate with Product and Tech and vendors to evaluate, implement, and integrate new technologies that support the evolving needs of our customer care operations.
**Who you are**:
- Master's degree or equivalent practical experience, PMP certification is a plus.
- Fluent in English, French is a plus.
- A minimum of 3 years of professional experience in a similar role.
- Proven track record of structured problem-solving experience, based on data analysis.
- Effective communication and interpersonal skills, with the ability to build relationships, influence stakeholders, and facilitate collaboration across teams.
- Strong understanding of CX principles, processes, and technologies, with a focus on continuous improvement and innovation.
- Disciplined, structured and logical approach to problem solving
- Adaptability and resilience to navigate ambiguity, handle competing priorities, and drive change initiatives to successful outcomes.
- Proven record of delivery against deadlines.
- SQL knowledge is a plus.
- Experience in Zendesk is a plus.
- Experience in Customer Care is a plus.
- Experience in the e-commerce industry is a plus.
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