Customer Experience Manager (M/F) - CMA CGM Head Office

Contenu de l'offre Customer Experience Manager (M/F) - CMA CGM Head Office chez CMA CGM

Customer Experience Manager (M/F) - CMA CGM Head Office

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 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

THE ROLE

The voice of customer (VoC) project manager is part of CMA CGM head office customer care network with main responsibility to assist the execution of the groups’ voice of customer programs and liaise with various internal stakeholders and the agency network for the operational success of the program and to channelize internal feedbacks for continual improvement. 

RESPONSABILITIES

Key Result Areas

Scheduling and execution of group voice of customer programs as per defined timelines.
Coordinate to build efficient VoC platforms and dashboards/reports for insights.
Contribute to improve core voice of customer programs like TPS, NPS & customer journey mapping response & recommend opportunities from VoC insights through analysis of results to improve customer loyalty and retention.
Leveraging voice of the network to continually improve the VoC initiative.

Key Accountabilities/Duties

Preparation of annual VoC annual program calendar.
Liaising with digital/marketing teams for system setups, VoC criterion definitions, insights gathering and analysis.
Reporting progress and success periodically to the GEN management and network.
Follow-up with regional /agency network on timeliness and quality of feedback loop closures & customer journey mapping restitution. Help collate actionable inputs for customer experience improvements (customer and functional domain level).
Drive and support to 100% adoption of TPS in every agency in the region.
Organize regular forums with regional / agency network for VoC initiatives review and gather insights on the effectiveness and inputs for continual improvement.
Sharing feedback and actional inputs to customer experience team for action / execution.
Coordinate for the validation of regional / local improvement plans coming out of voice of customer feedback.
Research andreview of market trends in VoC initiatives and proposing enhancements / innovations to the group’s VoC model & benchmarking with the industry standards.

PROFILE AND QUALIFICATIONS

University degree holder.
3 - 5 years of anylst / business process management experience.
Experience in in VoC and customer experience improvements projects is an advantage.
Good communicator with strong analytical and decision-making skills.
Ability to build strong and effective working relationships with peers across the network.
Working knowledge of data insights / analytics platforms (salesforce CRM/Qliksense etc)

Come along on CMA CGM’s adventure !