Project Manager DACH (f/m/d) - Customer Service (CIC)

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

To strengthen our Customer Services team at the Grasbrunn location we are seeking the following as early as possible: 

Project Manager DACH (f/m/d) - Customer Service (CIC)

JOB SCOPE AND MAIN RESPONSIBILITIES:

• Responsible for the efficient, effective, flawless delivery of strategic Customer Service (CIC) projects
• Manages cross-functional project teams with an entrepreneurial mindset and passion for operational excellence, to achieve the project defined key success criteria and deliver against the business needs
• Create and master end to end Customer Service operational processes linked with the mapping of our customer journeys, ensuring solid understanding of CIC work and ensuring project relevancy
• Stimulate CIC DACH Team innovation by promoting local needs with key stakeholders. provide close support to the CIC Leader in CIC operations
• Ensure through project initiatives that CIC operations adapt to changing customer and employees’ expectations.

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:

PROJECT MANAGEMENT

• Create and nurture lean “end to end” CIC processes, in agreement with the related and linked external key functions
• Map the customer journeys and understand opportunity gaps and strengths to nurture
• Leads the execution of main CIC Projects.
• Effectively manages project scope through proactive and open communication with internal and external stakeholders. Create alternative scenarios and adapt project plan to continuously strive for project performance
• Applies project management tools and competencies to ensure the desirability, viability and feasibility for an on-scope, on-time and on-quality delivery of projects in compliance with requirements
• Ensures adequate resources (people & budget) are allocated to the project
• Ensures appropriate protection of EssilorLuxottica knowledge and project results

LEADERSHIP

• Enables results through others with or without authority in a matrix-like organization and agile mindset
• Embrace details and ambiguity while keeping a general view to reduce complexity and to strive for rapid but informed management decisions
• Coaches and develops within the project team to deliver the highest value fostering team cohesion and collaboration within and across CIC Units, Technical and Business Units and with external partners
• Contributes to developing project management capabilities in CIC Community e.g. coaching other project managers

STAKEHOLDER ENGAGEMENT & NETWORKING

• Identifies and engages with stakeholders creating synergies through effective networking with all relevant CIC Units, business partners and external partners
• Defines project scope, resources, induct and train team members to deliver project milestones, provide an effective handover of projects with the goal of a successful transition and ownership in each situation
• Communicates effectively at all levels of the organization; ensure all relevant stakeholders are continuously informed of project status, risks, issues and action plans
• Ensures effective, on-time decision making by providing deciders with the relevant information and recommendations
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BUSINESS ACUMEN

• Contributes towards the evolution of the CIC operations by keeping up with our fast growth, competitive advantages and innovative customer experiences. This is highlighted most through support of project management methodology and initiatives
• Contributes to an impactful business/commercial success by considering the whole picture of the project
• Ensures and communicate business relevance with project team working towards a shared goal
• Verifies sustainable business value by continuously evaluating and challenging project purpose.

OPERATIONAL RESPSONIBILITIES (Budget Service Levels and Target achievement)

• General support in the main CIC operational initiatives
• Assist in identifying and sharing KPIs in operational reviews in cooperation with CIC Operations Manager
• In cooperation with CIC Operations Manager track the on-time deliverables of operational projects

CANDIDATE PROFILE

• Graduate calibre with a relevant qualification in a business related discipline or equivalent (Desirable: MBA or Masters in a business related discipline)
• Professional membership of relevant body such as Institute of Customer Service
• Minimum 3 years managing projects, workstreams and/or initiatives
• Certifications in Project Management (eg; PMP) would be an advantage
• Experience in multi-task and fast-paced environment, using multiple digital tools and software
• Experience in an international environment
• Experience with Corrective Actions and Continuous Improvement process    
• Experience in Customer service & Sales, in B2C and/or B2B (customer focus, products,
• services, contracts, payment terms, delivery) would be an advantage
• Fluent in German and English