Overview
Customer Care Project Manager Jobs in Paris, Île-de-France, France at Vestiaire Collective
Title: Customer Care Project Manager
Company: Vestiaire Collective
Location: Paris, Île-de-France, France
Vestiaire Collective is the leading global online marketplace for desirable pre-loved fashion. Our mission is to transform the fashion industry for a more sustainable future by empowering our community to promote the circular fashion movement. Vestiaire was founded in 2009 and is headquartered in Paris with offices in London, Berlin, New York, Singapore, Ho Chi Minh and Hong Kong and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York.
We currently have a diverse global team of 700 employees representing more than 50 nationalities. Our values are Activism, Transparency, Dedication and Greatness and Collective. We are proud to be a BCorp.
About The Role ️You will report to the Head of Innovation & Project and you will be in charge of leading strategic and transversal projects from design to delivery at the Customer Care team. This role encompasses a range of responsibilities aimed at ensuring exceptional customer experiences and efficient operations within our organization.
What You Will Do
Project Planning and Execution:
Design and delivery of transverse projects through innovation to enhance our customers and agents journey.
Oversee project implementation, closely monitoring progress, resolving issues, and adjusting plans as necessary to ensure successful delivery
Process Improvement:
Identify opportunities for enhancing customer care processes, workflows, and systems to optimize efficiency, productivity, and customer satisfaction
Lead initiatives to redesign or streamline existing processes, leveraging best practices and innovative solutions to drive continuous improvement
Tools Management:
Oversee the maintenance, enhancement, and utilization of Customer Care tools and technologies, such as CRM systems (Zendesk) and Chatbot platforms
Collaborate with Product and Tech and vendors to evaluate, implement, and integrate new technologies that support the evolving needs of our customer care operations
Who You Are ⭐
Master’s degree or equivalent practical experience, PMP certification is a plus.
Fluent in English, French is a plus
A minimum of 3 years of professional experience in a similar role
Proven track record of structured problem-solving experience, based on data analysis
Effective communication and interpersonal skills, with the ability to build relationships, influence stakeholders, and facilitate collaboration across teams
Strong understanding of CX principles, processes, and technologies, with a focus on continuous improvement and innovation
Disciplined, structured and logical approach to problem solving
Adaptability and resilience to navigate ambiguity, handle competing priorities, and drive change initiatives to successful outcomes
Proven record of delivery against deadlines
SQL knowledge is a plus
Experience in Zendesk is a plus
Experience in Customer Care is a plus
Experience in the e-commerce industry is a plus
What we offer
A meaningful job with an impact on the way people consume fashion and promote sustainability
The opportunity to do career-defining work in a fast-growing French-born scale up
The possibility to work as part of a globally diverse team with more than 50 nationalities
Two days to help Project – reinforcing your activist journey and volunteer for an association
Significant investment in your learning and growth
Competitive Compensation A…
