Business Owner Specialist- Customer Care Transformation (M/F) - CMA CGM Head Office

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.

Mission

Within our Customer Care Transformation department, you will be responsible for the evolution of solutions and processes related to customer service and service delivery activities Your primary responsibilities will include overseeing strategic products or projects designed to enhance the experiences of both our customers and end users.

Key Responsibilities:

• Collect and Formalize Needs: Collaborate with the Head of Customer Care Transformation to structure key projects. Identify and gather business needs through qualitative workshops and interviews, propose recommendations, define priorities and write business requirements
• Continuous Improvement: Drive a culture of continuous improvement by identifying opportunities to simplify processes, enhance customer and employee experience, and increase operational efficiency across the organization.
• Project & Initiative Leadership: Oversee the planning, execution, and successful delivery of strategic initiatives, maximizing value creation (in line with defined ROI) and operational impact. Ensure effective communication and stakeholders’ engagement across executives, business units, operational teams, external partners, and the global agency network.
• Reporting & Performance Monitoring: Monitor business outcomes, and performance against defined KPIs. Conduct testing campaigns, including the preparation and execution of end-to-end tests and user acceptance tests (UAT).
• Change Management & Adoption: Champion change management and user adoption activities to maximize business benefits, ensure stakeholder buy-in, and support the successful integration of new processes and solutions into day-to-day operations.
• AI & Digital Transformation Enablement: Contribute to AI-driven and digital transformation initiatives by identifying, prioritizing, and supporting the deployment of automation and intelligent solutions that improve customer care and operational processes.

Qualifications:

• Bachelor's degree in a related field; Master preferred.
• Strong analytical, project management, and strategic planning skills.
• Knowledge and experience in CMA-CGM internal tools (NOVA, LARA, etc) and processes.
• Proven experience in customer service and/or operational environments, ideally within shipping, logistics, transportation, or similar service-driven industries.
• Hands-on experience contributing to transformation programs, including process simplification, digitalization, or AI-enabled initiatives.
• Strong interpersonal and communication skills, with the ability to collaborate across functions and influence stakeholders at multiple levels.
• Fluent English is mandatory for this position in our multinational environment.

We invite you to be part of our dynamic Customer Care Transformation Team, where innovation, collaboration, and continuous improvement shape the future of our customers and employees’ experiences. Your role is instrumental in executing our vision of streamlined simplicity.

Come along on CMA CGM’s adventure !