Care Services Senior Project Manager (CDD 6 months)
Cartier
Meyrin, GE, CH
vor 4 Tg.

MAIN PURPOSE

As a key member of the International Client Services department, the senior care services project manager supports the execution of the Care Services roadmap by coordinating the implementation of projects that aim to generate and increase client satisfaction.

KEY RESPONSIBILITIES

Contribute to the services plans activation

  • Support design phase of the services plan by conducting analysis on repair volumes, checking adequation of the plan with our services offer and existing client commercial policies
  • Coordinate development and roll out phases : define project steps and deliverables, identify and coordinate project contributors (project meeting, working sessions), make recommendations on service plan implementation to ensure smooth client journey and operations for boutique staff
  • Assist in the creation of the training documentation
  • Support markets on care services process and questions related to services offer
  • Build reporting and monitor volumes
  • Ensure roll out and maintenance of new service tools

  • Collect markets needs and internal teams’ requirements and build the project brief
  • Oversee the relationship with selected partner : project coordination, management of all contractual and financial elements of the project development
  • Define implementation plan including boutique staff flows, client journey, connexion with IT and digital tools
  • Coordinate test phases (prototype and pilots)
  • Build training documentation and plan sessions to ensure a smooth onboarding of key users
  • Track machine deliveries and implementation, collect market feedbacks
  • Build dashboard to monitor activity
  • Contribute to the development of the Care Services activity

  • Identify pain points (process, flows, systems) and suggest adequate solutions
  • Define, write CS procedures related to ensure activity is well documented
  • YOUR PROFILE

  • 5 years of experience working with clients preferably in the luxury industry
  • Experience in Retail business, preferably in customer service or in a retail operations department. Boutique experience would be a plus
  • MS Office proficient, with advance level of Excel and Power Point
  • Strongly client and results oriented
  • Good analytical skills
  • Good communication skills
  • Fluency in French and English
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