Customer Care Development Management Lead

vor 4 Wochen

Lausanne, Schweiz Manpower Vollzeit

Are you up for a new challenge and willing to join Philip Morris?

We are looking for a

**Your mission**
To develop, manage and monitor customer care systems, internal and external (third parties) as well as LSP business management on customer care's behalf.

**Your profile**
Third party management:
Be the single point of contact for customer care on CTI provider (Orange Business Services), including ongoing implementations, new channels / programs / projects implementation. Act on support escalation from TP to CTI provider, manage OBS budget including PO's management, and order to cash process.
Create sinergies with markets using the same plateform as well as use best practices to ensure full use of current system set-up.
Manage, maintain, improve and establish the roadmap for current and future implementations within PMSS on CTI system.

LSP Management
Margotabac development and Customer care business management processes, including process and tool optimisation. Manage the technical development and use of CRM. Establish return processes (currently in PMSS) to maximize automation and eliminate manual interventions

'MWB Registration
Provide technical support on the Must Win Battle for Registration, ensuring customer care processes are taken into account and align with existing systems.

DCE2 migration
Manage fully on customer care behalf migration to DCE2 including new process understanding, adaptation of current processes, alignement on new features, training updates for our CSC team in Lisbon, ensure proper set-up and follow-up during the Hypercare phase.
Understand business needs, participate in defining requirements and proposing solutions, and implement together with all stakeholers the agreed deliverables.

Customer care oriented experience
Project management and lead to deployment from A to Z
Customer care reporting and dashboard familiarity
Quality assessment on the care sectors
Familiar with care datas to translate on resource optimization
Managing others and team meetings in the multiple language
Supporting project with multiple stakeholders in different languages

Customer at the core mindset on every initative
Resolution and results oriented
Project management experience
Synthetic mindset focuses on quality results
Autonomy on the job
Bi lingual in English oral and written
Very good knowledge of French

**Interested?**
Feel free to apply

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