International Customer Services Project Manager (F/M)
Europcar
- Paris
- CDI
- Temps-plein
- 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).
- Customer Relation department projects steering
- Support ensure the proper identification of projects needs
- Support the break down the strategic roadmap into projects that you prioritise in conjunction with your management line
- Propose relevant project initiatives & their business cases to team management, aiming to enhance customer experience at a Group level
- Ensure the deployment of these initiatives, including the following tasks:
- Organise (Identify and mobilise stakeholders, Qualitative and quantitative targets definition) and lead project committees
- Align schedules, identify and coordinate resources, manage risks, status updates & approvals
- Ensure quality completion of all deliverables
- Create tools, reports, and processes to effectively communicate project status to all stakeholders
- Communicate particularities of each program to Central and Local organisations, determine project structures/interfaces
- Identify 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 needs
- Analyse 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 improvement
- Audit 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 markets
- Propose 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 practices.
- Work closely with all involved teams to guarantee customer journey simplification & harmonization of practices.
- 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”
- Master's Degree
- Project Management certification is a “preferable”
- Strong written, oral, and presentation communication abilities in English
- Strong desktop software skills, especially MS Excel, PowerPoint and Access
- 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