International Customer Services Project Manager
il y a 4 semaines
Company Description
À propos d’Europcar Mobility Group
Europcar Mobility Group est un acteur majeur des marchés de la mobilité.
L'objectif d'Europcar Mobility Group est d'offrir des alternatives attractives à la possession d'un véhicule, de manière responsable et durable. Dans cette optique, le Groupe propose une large gamme de services de location de voitures et d'utilitaires - que ce soit pour quelques heures, quelques jours, une semaine, un mois ou plus - avec une flotte déjà " C02 light ", équipée des dernières motorisations, et qui sera de plus en plus " verte " dans les années à venir (plus d'1/3 de véhicules électriques et hybrides d'ici 2023).
La satisfaction des clients est au cœur de l'ambition du Groupe et de celle de ses collaborateurs. Elle alimente également le développement continu de nouvelles offres dans les trois lignes de services du Groupe - Professionnel, Loisirs et Proximité - qui répondent aux besoins et cas d'usage spécifiques des entreprises et des particuliers.
Les grandes marques du Groupe sont :
Europcar -le leader européen de la location de voitures et de véhicules utilitaires légers,
Goldcar -le leader de la location de voitures à bas prix en Europe,
Ubeeqo – l'un des leaders européens du covoiturage aller-retour (BtoB, BtoC).
Europcar Mobility Group fournit ses solutions de mobilité dans le monde entier grâce à un réseau étendu dans plus de 140 pays (y compris des filiales en propriété exclusive - 18 en Europe, 1 aux États-Unis, 2 en Australie et en Nouvelle-Zélande - complétées par des franchises et des partenaires).
Plus d’informations sur:
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About Europcar Mobility Group
Europcar Mobility Group is a major player in mobility markets.
Its purpose is to offer attractive alternatives to vehicle ownership, in a responsible and sustainable manner. With this in mind, the Group offers a wide range of car and van rental services – be it for a few hours, a few days, a week, a month or more – with a fleet that is already "C02 light", equipped with the latest engines, and which will be increasingly "green" in the years to come (more than 1/3 electric and hybrid vehicles by 2023).
Customers’ satisfaction is at the heart of the Group’s ambition and that of its employees. It also fuels the ongoing development of new offerings in the Group's three service lines - Professional, Leisure and Proximity - which respond to the specific needs and use cases of both businesses and individuals.
The Group’s major brands are:
Europcar - he European leader of car rental and light commercial vehicle rental, Goldcar - the low-cost car rental Leader in Europe, Ubeeqo – one of the European leaders of round-trip car-sharing (BtoB, BtoC).Its mobility solutions worldwide through an extensive network in over 140 countries (including wholly owned subsidiaries – 18 in Europe, 1 in the USA, 2 in Australia and New Zealand – completed by franchises and partners).
Further details available at:
Job Description
International Customer Services Project Manager
Reporting to Group Customer Engagement Director
Main functions:
Within a geographical scope extended to EU, US and AUNZ, the International Customer Services Project Manager will orchestrate new projects with regards to department strategy, coordinate their roll-out, track the execution, involve stakeholders, communicate the status, and analyse results.
By addressing these aspects, the international project manager will aim to create a harmonized, standardized, and high-quality customer service experience that meets or exceeds customer expectations across diverse global markets.
MAJOR AREAS OF ACCOUNTABILITY
Core Missions:
Customer Relation department projects steering Support ensure the proper identification of projects needsSupport the break down the strategic roadmap into projects that you prioritise in conjunction with your management linePropose relevant project initiatives & their business cases to team management, aiming to enhance customer experience at a Group levelEnsure the deployment of these initiatives, including the following tasks:Organise (Identify and mobilise stakeholders, Qualitative and quantitative targets definition) and lead project committeesAlign schedules, identify and coordinate resources, manage risks, status updates & approvalsEnsure quality completion of all deliverablesCreate tools, reports, and processes to effectively communicate project status to all stakeholdersCommunicate particularities of each program to Central and Local organisations, determine project structures/interfacesIdentify impacts on other teams such as processes, training, reporting…Drive post-delivery feedbacks Other departments project integration Act as watchtower of other department initiatives to ensure Customer Relations is able to anticipate the required time and resource needsAnalyse and digest these initiatives impacts on Customer Care activities (such as offers, loyalty program, compliance and regulations - GDPR, PCI DSS…- evolution)Coordinate with other teams, such as marketing and product development, to ensure a unified customer experience. Continuous improvement Leverage data analytics and reporting tools to monitor customer care performances, identify trends, and make informed decisions for continuous improvementAudit the organisations, processes, tools in force, etc. to:Establish and enforce global customer care standards to ensure consistency and uniformity in service delivery across different regions and marketsPropose a roadmap to move towards a homogenization of the operation (taking into account the market specificities of the countries concerned)Support the implementation of a culture of continuous improvement, encouraging the team to seek innovative solutions and stay updated on industry best closely with all involved teams to guarantee customer journey simplification & harmonization of practices.Limited European travelling will be required (Able to travel at times)
INTERNAL AND EXTERNAL RELATIONSHIPS
Internal: Customer relations teams (central and local), Group PMO, Product Feature teams
External : Outsourcers and providers
Qualifications
PERSONAL PROFILE OF POSITION HOLDER
Previous experience
A first stable experience of 2-3 years as an international project manager areas is a “must-have” Experience in a customer contact centres environment, involving knowledge of KPIs, organisations, operational profiles (advisors, managers) and their professions, processes, etc. Consulting firm experience, on CX topics, NPS or Customer Satisfaction programs is a plus Knowledge and affiliation with Car Rental or Mobility (Airlines, railway, MAAS…) market is “nice to have”Education level / certificates
Master’s Degree Project Management certification is a “preferable”Languages
Strong written, oral, and presentation communication abilities in EnglishComputer skills and software
Strong desktop software skills, especially MS Excel, PowerPoint and AccessPersonal characteristics
Excellent analysis, synthesis and formalisation skills Comfortable working with large amounts of information and translating data into clear and concise findings Ability to navigate cultural nuances, time zone challenges, and diverse customer expectations to ensure a consistent and high-quality customer experience across international markets. Ability to build and maintain strong working relationships with colleagues, clients, and key stakeholders when working as part of team Self-motivation, high-energy, tenacity
Additional Information
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin or on a basis of disabilityze
Based in Paris, 50% home office ratio after a 3 months nesting period
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