Business Process Analyst

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