Project Coordinator

As a CoE Project Coordinator you will take part in taking our Customer Care to the next level, by coordinating the activities within the Customer Care Centre of Excellence. Your objectives include coordinating pilot implementations, collection of best practice documentation and post-implementation adoption and change management activities.

You will support the communication between local and central stakeholders by planning and facilitating workshops, trainings and project meetings. You will also oversee the ideaflow and manage support requirements from the CoE teams in order to ensure efficient implementations.

Key tasks include:

Coordinating internal & external stakeholders to discuss and decide pilot scope, deliverables, goals, risks, success measures, and estimated resources needed. Facilitating the ideaflow between central and local stakeholders and sets up and maintains the way of working between the CoE teams and the Group. Maintaining, improving and animating the CoE coordination workspace & process, including the communication and coordination spaces. Researching, identifying and introducing the possible improvement areas, and ideas to test within the CoE focus group – supporting the continuous improvement within the Customer Care. Monitoring and reporting on activities related to the project, including the implementations status, blockers & risks, and post-implementation metrics. Supporting creation of implementation playbooks and best practices, including the maintenance and improvement of standard documentation templates. Gathering the implementation prerequisites for post-pilot phase in cooperation with CoE teams. Planing and facilitating planning & status meetings, implementation workshops, trainings, best practices identification during the pilot phase. Supporting teams as Agents of Change during the post-pilot activities. Facilitating the post-pilot implementation waves with organizational support, best practices and playbooks. Gathering and manages the training & support needs from the CoE focus teams, ensuring high engagement.

Professional skills and qualifications:

Fluent in English and ability to work effectively and collaboratively in a multi cultural environment. Minimum 5 years experience working within Customer Care, very good understanding of agent and customer experience. Great coordination and time management skills. Solid business needs understanding and ability to translate innovation ideas into project proposals. Attention to detail and ability to detect possible risks and blockers in advance. Continuous Improvement certification (nice to have). Change management certification (nice to have). Facilitation certification (nice to have).

Personal skills:

Ability to build strong relationships and communicate effectively with internal and external stakeholders, both orally and in writing. Excellent meeting, workshop, and conference facilitation skills, with proven knowledge of how to foster attendee participate and collaboration in small and large groups. Employs strong analytical and problem-solving skills to manage shifting priorities, demands and timelines. Ability to quickly learn, understand and apply new technologies. Positive, can-do attitude with the ability to succeed in a fast-paced work environment.

Reasons to join Lyreco:

A full- time job in a dynamic, passionate, international team. Competitive salary. Hybrid work model. You will work in modern office in Gdansk/Pomorskie.

If the above job description interests you and you think you are a good fit, apply now We look forward to receiving your application in English.

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