Customer Care Learning & Development officer - Apprenticeship

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 ROLE

In this role you will support the “Learning & Development” pillar of our Customer Experience strategy. You will manage projects up to 5000 end users and in an international context aiming to bring a customer focus approach. You will join a dedicated team to reinforce all the Customer Centricity in all Customer Care CMA CGM organization and you will report to the current Officer Care Capability Development.

RESPONSABILITIES

You will support our roadmap as follow:

Training coordination and monitoring
•    Create training paths and include training materials in LMS (DOCEBO) in connection with new project implementation
•    Identify training path of each trainee (link with HR database / Group)
•    Register & send invitations to trainees (if possible, automatically via the Academy tools)
•    Create & organize sessions (if possible, automatically via the Academy tools) Docebo/Training Orchestra
•    Update training paths when new modules or updates are ready CK
•    Monitor the full certification process for Customer Experience Badges

Project management
•    Support training preparation in coordination
•    Support and Be our relay in hub/local training organization
•    Help build the reporting tool
•    Provide a clear and regular reporting to the management, dashboard focus on the training priority 
•    Collaboration: Strong interactions with different departments (Digital, Training, Customer Care…) to build and deliver the projects.
•    Regular reporting on the progress, shared the result and the best practices and give the opportunities to animate the network on all these opportunities to improve our global customer experience
•    Clear knowledge on networking and coordination on this size of project
Support and communication
•    Modules Conception, rapid learning
•    networking communication via various channel

PROFIL & QUALIFICATIONS

•   Currently under advanced university degree
•   Good English (oral & written). Additional language is appreciated

•   Demonstrated ownership and consistent delivery on commitments
•   Great organizational skills and attention to detail.
•   Excellent written and verbal communications skills
•   Very good knowledge of various communication channel (all tools available for community animation).
•   Very good knowledge in reporting and facilitation tools (Excel, Qlik sense, MS Forms, Digital whiteboard, Beekast)

Find out more about CMA CGM Group's Sustainable Development approach and net zero carbon emissions by 2050 ambition.
Find out more about CMA CGM exceptional work environment.
91,3.% of our interns and apprentices recommend CMA CGM Group for a professional experience!

Watch their video testimonals!