Customer Service Project Manager
vor 1 Woche
About the Role
We are seeking a highly skilled Project Manager to join our Customer Service team at EssilorLuxottica Group. As a Project Manager, you will be responsible for the efficient and effective delivery of strategic Customer Service projects.
Key Responsibilities
- Manage cross-functional project teams to achieve project-defined key success criteria and deliver against business needs.
- Create and master end-to-end Customer Service operational processes linked with the mapping of customer journeys.
- Stimulate innovation by promoting local needs with key stakeholders and providing close support to the CIC Leader in CIC operations.
- Ensure that CIC operations adapt to changing customer and employee expectations through project initiatives.
Areas of Responsibility
Project Management- Create and nurture lean 'end-to-end' CIC processes in agreement with related and linked external key functions.
- Map customer journeys and understand opportunity gaps and strengths to nurture.
- Lead the execution of main CIC Projects, effectively managing project scope through proactive and open communication with internal and external stakeholders.
- Apply project management tools and competencies to ensure the desirability, viability, and feasibility of project delivery.
- Ensure adequate resources (people & budget) are allocated to the project.
- Ensure appropriate protection of EssilorLuxottica knowledge and project results.
- Enable results through others with or without authority in a matrix-like organization and agile mindset.
- Embrace details and ambiguity while keeping a general view to reduce complexity and strive for rapid but informed management decisions.
- Coach and develop within the project team to deliver the highest value, fostering team cohesion and collaboration within and across CIC Units, Technical and Business Units, and with external partners.
- Contribute to developing project management capabilities in the CIC Community, e.g., coaching other project managers.
- Identify and engage with stakeholders, creating synergies through effective networking with all relevant CIC Units, business partners, and external partners.
- Define project scope, resources, induct, and train team members to deliver project milestones, provide an effective handover of projects, and ensure a successful transition and ownership in each situation.
- Communicate effectively at all levels of the organization, ensuring all relevant stakeholders are continuously informed of project status, risks, issues, and action plans.
- Ensure effective, on-time decision-making by providing deciders with the relevant information and recommendations.
- Contribute towards the evolution of CIC operations by keeping up with our fast growth, competitive advantages, and innovative customer experiences, highlighted through support of project management methodology and initiatives.
- Contribute to an impactful business/commercial success by considering the whole picture of the project.
- Ensure and communicate business relevance with the project team, working towards a shared goal.
- Verify sustainable business value by continuously evaluating and challenging project purpose.
- General support in main CIC operational initiatives.
- Assist in identifying and sharing KPIs in operational reviews in cooperation with CIC Operations Manager.
- In cooperation with CIC Operations Manager, track the on-time deliverables of operational projects.
Candidate Profile
- Graduate calibre with a relevant qualification in a business-related discipline or equivalent (Desirable: MBA or Masters in a business-related discipline).
- Professional membership of relevant bodies such as the Institute of Customer Service.
- Minimum 3 years managing projects, workstreams, and/or initiatives.
- Certifications in Project Management (e.g., PMP) would be an advantage.
- Experience in multi-task and fast-paced environments, using multiple digital tools and software.
- Experience in an international environment.
- Experience with Corrective Actions and Continuous Improvement processes.
- Experience in Customer Service & Sales, in B2C and/or B2B (customer focus, products, services, contracts, payment terms, delivery) would be an advantage.
- Fluent in German and English.
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