Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050. Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
The Senior Manager of Continuous Improvement is part of the Customer Service team within CCA and serves as a strategic leader in optimizing customer service operations through systematic process improvement, waste elimination, and organizational capability building. This role drives efficiency gains and enhanced customer outcomes by leading continuous improvement initiatives, facilitating the adoption and proficiency of customer care tools and technologies, and ensuring alignment between processes, systems, training, and client experience.
The position is accountable for identifying improvement opportunities, then designing and implementing optimization initiatives. By connecting upstream and downstream stakeholders within the Cust Care domain, this role ensures a cohesive and efficient customer service ecosystem.
The Senior Manager of Continuous Improvement will partner with HO Teams, CST leadership, Digital Teams, Training & Development, and other CCA domain managers to eliminate process waste, enhance agent capability, and improve both customer and employee experiences through data-driven continuous improvement methodologies.
Functions & Duties- Lead strategic continuous improvement initiatives across customer service operations to eliminate waste, optimize processes, and enhance customer and employee outcomes.
- Identify and prioritize improvement opportunities through data-driven analysis, partnering with upstream and downstream stakeholders to drive decision-making on optimization initiatives.
- Develop and maintain robust QA analysis frameworks, reporting dashboards, and feedback mechanisms to provide actionable intelligence on service quality, adherence to standards, and customer experience drivers.
- Drive adoption and proficiency of customer care tools and technologies through user oversight, coordinating with Training & Development and Performance Management to ensure alignment between systems, processes, and agent capability.
- Facilitate iterative planning sessions with CST stakeholders to design improvement strategies, conduct gap analysis, and build organizational capability through continuous improvement methodologies.
- Collaborate with Performance Management, Voice of Customer, and CS teams to translate business intelligence into actionable process and product improvements.
- MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED.
- Working Knowledge of CMA CGM organizational structure and services/network.
- Knowledge of customer service operations, workflows, and process documentation standards.
- Knowledge of change management frameworks and adoption strategies.
- Clear understanding of CCA strategic objectives and customer experience metrics.
- Experience with CMA CGM systems and tools (e.g., LARA, NOVA, C-reporting) and understanding of digital enablement technologies.
- Working knowledge of Lean Six Sigma, continuous improvement methodologies, and process optimization principles.
- Project/process/initiative experience with proven ability to lead complex, cross-functional continuous improvement initiatives.
- Data-driven mindset with ability to translate analytics into actionable…
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