Junior Project Manager Customer Experience

il y a 3 jours

Paris, France Air Liquide Temps plein

Knowing our customers and patients, their needs, expectations and challenges, is key to delivering the best solutions, products and services. In order to enhance our Customer Knowledge, a building block of our customer experience strategy, Customer Development Group is in charge of developing and deploying the Voice of customer (VoC) program. This Group-wide program allows our entities to connect with their customers and patients to gather their feedback on our products and services. The VoC is based on a digital solution and a solid project management methodology.

This position involves direct responsibility over the Voice of the Customer Program, which requires strong communication and influencing skills, as well as some interest in data and IT management. It implies close coordination with various stakeholders at Air Liquide (affiliate, cluster, business line, global IT functions) as well as with the digital solution provider. The position also includes contributions to other Customer Experience initiatives managed by the Customer Development Group.

**How will you CONTRIBUTE and GROW?
VoC Program Management
- Accompany affiliates in VoC program deployment: you are the main point of contact for over 150 project managers in charge of VoC worldwide
- Onboard VoC project managers via training sessions and regular Q&A
- Run the VoC process (data preparation, processing and monitoring)
- Perform regular data quality control in VoC platform
- Regularly update training kit and specification documentation
- Regularly assess and implement modifications requested by the entities
- Interact with the solution provider: manage the service budget
- On a weekly basis prioritize actions items assigned to the solution provider
- Quality control of the deliverables
- Regularly review potential improvements to maintain a high standard of VoC platform ergonomics
- Follow up on the distribution of the service hours budget over the year
- Main point of contact for Air Liquide IT teams

Support other Customer Experience initiatives

**Are you a MATCH?
**Skills, Expertise and Mindset**:

- Passionate about customers, with a service mindset
- Excellent communication skills in English to deliver clear and impactful messages
- Rigorous, with attention to detail, ability to manage a large amount of information
- Demonstrated accountability in following formal timelines and objectives
- Interest in data and digital tool management
- Ability to work in a complex international environment with a matrix organization

**Educational Requirements and professional background**:

- A Masters degree in commerce, marketing, project management or other relevant field
- 1-2 years experience in project management; digital product management experience is a plus
- Excellent fluency in English, and preferably French, additional languages are a plus

**Our Differences make our Performance**

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

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