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ID:  543015

Norfolk Va, US

Process Improvement Analyst

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.


Position Summary:


As a Process Improvement Analyst reporting to the Director of Client Experience Projects, the primary focus will be on driving customer satisfaction, team efficiencies, and process excellence through application of analytical tools, stakeholder engagement, and execution of improvement initiatives. Working collaboratively with cross-functional teams, the role will involve analyzing workflow processes to identify opportunities for enhancement.


The Process Improvement Analyst will collaborate with various teams including HO Teams, CST leadership, Digital Teams, and other CCA domain managers to streamline operations and enhance both customer and employee experiences. By leveraging data analysis, the position will develop and execute projects aimed at increasing awareness of client sentiment trends, improving responsiveness, and promoting digitalization within the customer service department. The position’s contributions will be instrumental in aligning workflows with organizational goals and driving efficiency throughout the department.



Essential Duties / Responsibilities:


  • Create and Review SOPs and Business Process Modeling for Customer Care Processes.
  • Assist with the implementation and/or review of projects in the Customer Care department.
  • Identifying improvement opportunities, best practices and tips and coordinate follow up with respective functional departments and head office.
  • Conducting data analysis and gather information to ensure the smooth development of project plans and timelines.
  • Collaborate with internal stakeholders - customer care, BPM, commercial and other CCA domains to ensure seamless communication and coordination.
  • Miscellaneous related duties or projects as assigned.


Knowledge, Skills, and Abilities Required:


  • Data-driven mindset and an aptitude for technology.
  • Familiar with Business Intelligence Tools (e.g Tableau, Qlik Sense, MS BI) would be an advantage.
  • Familiar with Automation Tools (e.g PowerApps, Macros) would be an advantage.
  • Experience in participating in customer care related improvement / transformation projects.
  • Ability to work in an international and multicultural environment.
  • Exposure to project management tools.
  • Ability to create Business Process Modeling and SOPs.
  • Good understanding of customer care best practices, trends, and technologies.
  • Good communication and interpersonal skills, to collaborate across different levels of the organization.
  • Analytical mindset and ability to interpretate data to assist with decision-making and process improvements.
  • Good knowledge of project and change management. 
  • Good organizational and planning skills.


Education and Experience Requirements:


  • Bachelor's degree required.
  • 3+ years’ experience within customer care or business process management.
  • Previous customer service experience preferred.
  • Familiarity with shipping industry and ideally with CMA CGM organization
  • Customer facing (CS) experience


Come along on CMA CGM’s adventure! CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.



















Nearest Major Market: Hampton Roads

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