About the role

AI summarised

The Global Project Management Specialist at CMA CGM Group will drive knowledge management and simplification strategies within the Customer Care Transformation Team, focusing on enhancing customer and employee experiences. This role involves strategic development, project management, process optimization, and acting as a bridge between business and IT, with exposure to AI and digital transformation initiatives.

BusinessFull-timeGeneral

Key Responsibilities

Collaborate with the Head of Customer Care Transformation to devise and refine knowledge management and simplification strategies that align with the broader transformation vision.
Work with all departments involved to build a comprehensive implementation plan of the defined strategies.
Drive a culture of ongoing enhancement, constantly identifying areas for process optimization to benefit both customers and employees.
Oversee the planning, execution, and completion of projects, ensuring timely delivery and maximum impact.
Implement and track KPIs to gauge the effectiveness of knowledge management and simplification initiatives, providing regular insights and updates to senior management.
Act as a key connector between business stakeholders and IT/technical teams, ensuring that operational needs, customer care requirements, and technical constraints are clearly translated into actionable solutions.
Contribute to AI-driven and digital transformation initiatives, supporting the identification, prioritization, and deployment of automation and intelligent solutions to simplify customer care and operational processes.
Support, coach, and develop team members through structured onboarding, training sessions, and regular feedback, fostering autonomy, engagement, and continuous skill development within the team.

Requirements

Bachelor's degree in a related field; Master's preferred.
Demonstrated leadership in customer care and simplification roles.
Strong analytical, project management, and strategic planning skills.
Proven experience in customer service and/or operational environments, ideally within shipping, logistics, transportation, or similar service-driven industries.
Hands-on experience contributing to transformation programs, including process simplification, digitalization, or AI-enabled initiatives.
Strong interpersonal and communication skills, with the ability to collaborate across functions and influence stakeholders at multiple levels.