Customer Service Project Manager

Overview« Always do better than necessary » is not only our founder’s motto; it is also the mindset that drives us every day to do what has never been done beforeCustomer Service Project ManagerIf you are:Passionate about luxury watches and jewelleryAn excellent communicator with a knack for explaining complex concepts.Organized, detail-oriented, and strong project management skills.Then you must be the right talent to join our Customer Service team as a CS Project ManagerRole and focusWithin the Piaget Customer Service Headquarter Department, the Customer Service Project Manager is pivotal in establishing the strong foundations of the Customer Care strategic orientations of the Maison. The person will focus on monitoring Customer Service activity and plans, providing recommendations to enhance the service strategy and to design specific actionsKey ResponsibilitiesProject Management: based on the global strategy and vision for Piaget Customer Service, suggest and lead concrete actions in collaboration with other departments to develop a first class Customer Experience.Audit, propose and implement new solutions and tools in order to achieve better results and reach CS operational efficiency in our boutiquesDefine and lead improvement projects towards our final customers, our point of sales, and platformsStructure and prioritize actions according to emergencies, business, planningConduct competitive analysis among the luxury industry to identify trends, consumer needs and best practices for CS. If needed challenge the current ways of workingAdditional responsibilitiesClient claim management: play a key role in proactively managing sensitive customer service (CS) claims. As a Client Claim Management specialist, you will provide timely and effective support to our markets, working to prevent escalations and ensure client satisfaction. This position requires a strong understanding of escalation processes and a commitment to finding satisfactory solutions. Another key aspect of this role is direct communication with CS clients, via mail and telephone as needed.CS Training Program Manager & Community Lead: join our team and play a key role in animating our CS champions community and developing engaging Customer Service (CS) training programs to enhance CS skills and culture. As a CS Training Facilitator & Community Coordinator, you will design creative training materials on CS fundamentals for Retail and lead CS training programs to support the Customer Service activities managed by our Sales Associates.Customer Service Content Creation for Web and Digital Platforms: the role involves creating and maintaining customer service content across our digital ecosystem, including our website's customer service pages and customer-facing communications within our SAP system.CS Retail Performance & Insights Specialist : we are seeking a data-driven individual to monitor CS Retail Key Performance Indicators (KPIs) and drive performance improvements. As a CS Retail Performance & Insights Specialist, you will develop and maintain the Customer Service Retail activity dashboard, transforming data into actionable insights in collaboration with key stakeholders. This position requires the ability to identify strategic and technical levers to enhance performance, aligning with the Maison's high standards. You will also be responsible for collecting data about CS operations to optimize systems, processes, and policiesThe exceptional skills we are looking forBachelor's/Master's degree or equivalentExperience in Customer Service and Retail within the luxury industry is highly desirable.Minimum of 5 years of experience in Project Management with regional/international exposure.Fluent in French and English; additional languages are a plus.Proficient in Project Management tools and methodologies.Results-driven and solutions-oriented with a strong business and client focus.Strong understanding of escalation processes and a commitment to finding satisfactory solutions.Excellent analytical and problem-solving skills.Exceptional team player with a collaborative spirit.Highly structured, autonomous, pragmatic, and reliable.Strong drive, influencing, and communication skills.Positive and constructive mindset.Proficiency with O365 Applications (Excel, Word, PPT) and data visualization tools such as Power BI and SAP Analytics Cloud.Why apply?Our friendly, open-minded and talented team looks forward to welcoming additional skills to keep raising the barYour daily activities will be interesting, challenging and diverseWe are passionate about developing our people and you will have access to various trainingsNo day will be like anotherThe Piaget sense of daring, shared joy and freedom, means that we will always strive to go further If you want to become a part of it do not hesitate to apply #J-18808-Ljbffr