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Reference Code:  12750

Customer Care Project Manager

Plan-les-Ouates, GE, CH

Permanent
  
  

Since 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewelry know-how.
Piaget excels in everything that is rare, precious and exceptional.
Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.

We recruit

Directly reporting to the Head of Customer Service, you will contribute to the evolution and improvement of Piaget Customer Care and participate in shaping a real Customer centric approach in close collaboration with other departments.

Key responsibilities

Project Management:

  • Conduct competitive analysis among the luxury industry to identify trends, client expectations and best practices for CS and if needed challenge the current ways of working
  • Based on the global strategy and vision for Piaget Customer Care, suggest and lead projects in collaboration with other departments to develop a first class Client Experience
  • Track, monitor project execution and manage effective project implementation to ensure client satisfaction
  • Audit, propose and implement new solutions and tools in order to achieve better results and reach operational efficiency in CS
  • Develop process improvements to meet client needs
  • Structure and prioritize actions according to emergencies, business, planning

 

Team Collaboration:

  • Conduct transversal projects among different departments and facilitate the collaboration between internal stakeholders
  • Capitalize on the in-house “savoir-faire” to get the best out of your projects (Marketing, Communication, Digital, Retail…)
  • Share the outcome of your projects among the different departments on a regular basis in order to create synergies

 

Budget management

  • Set-up financial planning and ensure a close follow-up on projects monitoring
  • Conduct analysis of variances and performance of your projects (KPI, financial reports...) and initiate corrective actions if needed

Your Profile

Experience

  • 5 years of experience in project management at regional and/or global level
  • Proven track record in change management
  • A good knowledge and experience in services
  • An experience in the luxury industry would be a plus but not a must

 

Competencies:

  • University or Engineer degree (bachelor or Master)
  • Project management tools
  • Fluency in english

 

Soft skills:

We are looking to integrate a result and solution oriented individual who will help bringing the customer service to its next level thanks to his/her analytical capabilities and his/her strong business orientation.

Curious and energetic you also define yourself as collaborative and people oriented. Your drive, your influencing style and your great communication skills will set you apart and make the difference.