Internship - PMO Continuous Improvement

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 :

The Officer- Continuous Improvement Program (Intern) is part of the CMA CGM RO customer care network and will assist in the development and implementation of a ‘best-in-class’ continuous improvement program, also for implementing various actionable items identified from VoC feedback and internal improvement opportunities influencing customer experience and customer care performance improvement.

RESPONSIBILITIES :

• Successful delivery of global customer experience improvement actions prioritised through VoC & internal feedbacks
• Improve TPS and NPS response & results & demonstrable customer appreciation of customer journey mapping and other engagement initiatives
• Ensuring success stories from the network are recognised and highlighted across the network leading to best practices sharing and adoption
• Fostering a culture of change, through creation and embedment of new and sustainable business methodologies positively impacting customer care people, performance, productivity and experience
• Collation and coordinating for the validation of the identified global/regional/local customer care improvement initiatives & providing guidance to the network from a SWOT perspective during improvement plan finalization
• Prepare and publish the improvement initiatives execution calendar, clearly defining the timelines, milestones, accountable and expected outcomes.
• Perform periodic quality audits of calls and customer engagements to ensure consistency in customer service delivery in line with group objectives.
• Introduce standard improvement methodologies (like lean, six sigma etc) which can aid in structural approach towards continuous improvement.

PROFILE & COMPETENCIES :

• Master 1 or 2 with a major in Project Management and/or Data Analysis
• You have an appetite for analysing data with a view to proposing improvement solutions
• You have a good level of written and spoken English, French is appreciated but not compulsory
• Very good command of PowerPoint and Excel
• Skills in Qliksense are a plus.

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.
87.4% of our interns and apprentices recommend CMA CGM Group for a professional experience!

Watch their video testimonals!