Product Owner - Telephony for Global CRM Omnichannel (M/F)

34 days ago
  • Location

    Marseille, Provence-Alpes-Cote d'Azur, France

  • Role

    Product Owner

  • Contract

    Permanent

  • Salary

    n/a

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

THE ROLE :
You are business product owner of solutions looking to enhance CMA CGM Digital Customer Engagement with a focus on Omnichannel and the integration of Telephony in our Global CRM platform. You will work in close cooperation with Business Process Owners, Digital Factory and other key Third Party partners, of which Salesforce and the partner selected for the Telephony system and Call center set up, implementation and migration.

The role reports to the Chief Product Owner Digital Customer Engagement (Service / Sales) in CMA CGM Global Experience Network business line.

RESPONSABILITIES :
You will be responsible to deliver value for both CMA CGM customers and employees by bringing solution to their needs: customers have the right level of answer whatever the channel, the employees’ experience is enhanced with customer data and automation, allowing them to better serve the customers, finally managers can define omnichannel & telephony touch point survey objectives, monitor performance and adapt omnichannel strategy to meet with Group’s objectives.

You will be the interface between business and technical teams, translating business requirement into actual sustainable & consistent solutions, managing the product backlog and securing the validation of benefits.

You will have to lead change and coach our Business Delegated Administrators Network to manage local set ups and support the adoption by agencies/SSC stakeholders.

PROFILE AND REQUIRED SKILLS :
At least 5 years’ experience in a Product Owner / Senior Project Manager position

CRM concepts & Salesforce knowledge a must, Service Cloud or Ecommerce a plus

Experience in Telephony solution integration

Motivation & Customer Experience orientated

Change Management Skills / Communication skills

Team player

Shipping Industry Knowledge is a plus

Team & Continuous improvement spirit

Fluent in French and English

Come along on CMA CGM’s adventure !

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