CRC Program Manager

vor 2 Wochen

Meyrin, Schweiz Richemont Vollzeit
How will you make an impact? HOW WILL YOU MAKE AN IMPACT? Program delivery management Key contributor of programs involving CRC processes and CRC users. Ensures proper communication of business processes during all key user sessions (training or tests) Coordinates program delivery impacting the CRC community, with CRC end users Coordinates change management activities with the end users, measures impact on all business operations. CRC systems continuous improvement As a CRC system key user, drives change management strategy and elevates best practices. Collects and assesses new change requests on our key CRC systems: formalizes requirements and proactively suggest new potential enhancements. Supports testing and implementation from a business perspective, relays impact to L2 teams in the regions and coordinates change management activities with end users. CRC Business Performance Organize periodic Business reviews with Business stakeholders and lead the related continuous improvement plans towards Group CRC KPIs Build a culture of continuous improvement based on benchmarks and international standards, leveraging the Group adoption of the COPC certification. Support the development of the CRC Voice of the Customer Program with the Maisons

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

This role provides CRC functional expertise to function and business stakeholders; consequently, the ideal candidate must possess a minimum of 7 years’ business background including experiences in contact center, customer focused consultancy, or customer service. Experience in e-commerce is a strong plus. Structure and capacity to provide mapping and consolidation of CRC business processes in all regions, Strong interpersonal and cross-cultural skills to with regional CRC management in both Regions and Maisons. Capacity to determine tactical steps towards achieving the CRC channel’s strategic vision as part of the Luxury New Retail mandate. Strong analytical and problem-solving skills. Project management experience and ability to operate at all stages of project lifecycle, from initial strategy through to full program delivery.

YOUR JOURNEY WITH US:

1. If your application is selected, we will reach out to you ASAP for an informal introductory call.

2. The next step from there would be a first Technical interview with the Digital Operations Director; and if there is a match, you will have a personal meeting with him/her and our HR Business Partner.

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