Customer Service Project Manager

The Project Manager will oversee and manage various projects within our organization. The role requires a proactive individual with excellent leadership and organizational skills. The Project Manager works closely with the Director of the Customer Service Department to optimize and manage commercial improvement projects.

Main Missions

• Managing & steering commercial improvement projects: Ensure that commercial projects are successful by delivering project deliverables (quality, budget, deadlines) in accordance with specifications. Monitor, coordinate, and prioritize projects involving third‑party teams (Supply Chain, Finance Ops). Build the deployment plan for new processes and ensure full adoption by relevant teams. Coordinate training activities and implementation for relevant teams.
• Support the organisation in becoming a world class commercial organisation by auditing and analysing existing internal commercial processes and developing improvement recommendations leading to implemented improvement projects. Act as the organisational glue between XX Department and the IT & Digital Department to ensure that the scope of projects is clearly defined and a spirit of collaboration is achieved. Understand local job role, geographical and market specificities and deploy necessary local adaptation. Suggest new IT tools to support commercial excellence.
• Support change management within the organisation by leading change management initiatives related to process improvements, technology implementations, and organisational shifts to ensure successful adoption and ongoing effectiveness.
• Project Planning and Initiation: Define project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders. Develop comprehensive project plans that include timelines, milestones, and resource allocation. Identify and manage project dependencies and critical path.
• Project Execution and Monitoring: Coordinate internal resources and third‑party vendors for flawless execution of projects. Ensure that all projects are delivered on‑time, within scope, and within budget. Track project performance specifically to analyse the successful completion of short and long‑term goals.
• Drive Change and Support Transformation: Challenge teams and processes by applying a continuous improvement approach. Propose improvement paths related to change management, provide a strategic vision of projects, and deploy project management and performance management tools (KPIs, processes, visual management, animation, etc.). Participate in the sharing, capitalization, and sustainability of knowledge, skills, and tools.
• Stakeholder Management: Build and maintain strong relationships with clients, stakeholders, and team members. Communicate project expectations to team members and stakeholders in a clear and timely manner. Conduct regular status meetings with the project team and stakeholders.
• Risk Management: Identify potential risks and develop mitigation strategies. Monitor and manage project risks and issues, escalating where necessary.
• Quality Assurance: Ensure adherence to project management methodologies and best practices. Conduct post‑project evaluations to identify successful and unsuccessful project elements.
• Project Team Leadership: Lead, coach, and motivate project team members on a proactive basis. Foster a collaborative and high‑performance team environment.

Qualifications

• Proven working experience in project management.
• Project Management Professional (PMP) certification is a plus.
• Strong familiarity with project management software tools, methodologies, and best practices.
• Excellent client‑facing and internal communication skills.
• Solid organizational skills including attention to detail and multitasking abilities.