Junior Project Manager Customer Experience - Paris, France - Air Liquide

Air Liquide

Entreprise vérifiée

Paris, France

il y a 3 semaines

Posté par:

Sophie Dupont

beBee Recruiter

Description

Knowing our customers and patients, their needs, expectations and challenges, is key to delivering the best solutions, products and services.

In order to enhance our Customer Knowledge, a building block of our customer experience strategy, Customer Development Group is in charge of developing and deploying the Voice of customer (VoC) program.

This Group-wide program allows our entities to connect with their customers and patients to gather their feedback on our products and services.

The VoC is based on a digital solution and a solid project management methodology.

This position involves direct responsibility over the Voice of the Customer Program, which requires strong communication and influencing skills, as well as some interest in data and IT management.

It implies close coordination with various stakeholders at Air Liquide (affiliate, cluster, business line, global IT functions) as well as with the digital solution provider.

The position also includes contributions to other Customer Experience initiatives managed by the Customer Development Group.

**How will you CONTRIBUTE and GROW?
VoC Program Management

Accompany affiliates in VoC program deployment: you are the main point of contact for over 150 project managers in charge of VoC worldwide
Onboard VoC project managers via training sessions and regular Q&A
Run the VoC process (data preparation, processing and monitoring)
Perform regular data quality control in VoC platform
Regularly update training kit and specification documentation
Regularly assess and implement modifications requested by the entities
Interact with the solution provider: manage the service budget
On a weekly basis prioritize actions items assigned to the solution provider
Quality control of the deliverables
Regularly review potential improvements to maintain a high standard of VoC platform ergonomics
Follow up on the distribution of the service hours budget over the year
Main point of contact for Air Liquide IT teams

Support other Customer Experience initiatives

**Are you a MATCH?

Skills, Expertise and Mindset:

Passionate about customers, with a service mindset
Excellent communication skills in English to deliver clear and impactful messages
Rigorous, with attention to detail, ability to manage a large amount of information
Demonstrated accountability in following formal timelines and objectives
Interest in data and digital tool management
Ability to work in a complex international environment with a matrix organization

Educational Requirements and professional background:

A Masters degree in commerce, marketing, project management or other relevant field
12 years experience in project management; digital product management experience is a plus
Excellent fluency in English, and preferably French, additional languages are a plus

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.