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Specialist Project Management CS eCommerce
Fashion Industry Company
Amsterdam, , Netherlands
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Purpose & Overall Relevance for the Organization:
The purpose of the role is to lead our strategic customer service change projects from conception to implementation, requiring cross-functional leadership at a European level.
Key Responsibilities:
• Define project scope, resources need and timelines.
• Develop the business case in cooperation with manager.
• Proceed with a complete requirements gathering phase by getting a full understanding of “As is” situation
• Identify potential sponsors, stakeholders (including external partners) and functional and/or third party dependencies, like IT, legal or 3rd party contact center capabilities. Provide risk and feasibility assessment.
• Identify project team members and win them over.
• Lead the change within the organization in cooperation with your manager and program roadmap owner.
• Timely escalate to relevant parties when budget, scope or timeline slip. Provide alternatives.
• Create and maintain comprehensive project documentation.
• Organize project updates for sponsors around specific milestones or when decisions are needed with respect to scope, budget and timeline
• Share regular updates to the CS PMO and stakeholders – Share success!
• Ensure projects are delivered within communicated scope, budget and timeline. Ensure formalized sign-off with CS Ops on hand-over to Ops. Ensure new or changed processes and KPI’s are accepted and embedded in CS Ops, including Knowledge Management
• Regularly solicit for feedback from project team members on project leadership.
• Expect to join other critical company projects as project team member.
• Travel: 10% - 20%
Key Relationships:
This function resides in the Customer Service department of the eCommerce organization. Besides this team key relationships will be with their customer service provider, external partners and other relevant CS related 3rd parties. Other key relationships will be with the various departments within eCommerce, like Finance and Online Marketing as well as with the various IT departments and the Global CS team
Knowledge, Skills and Abilities:
• Must have Customer Service background. Preferably in combination with eCommerce or retail environment.
• Working knowledge of CRM tools in CS environment (preferably Salesforce) and order management systems (preferably SAP).
• Ability to translate business requirements in functional requirements with system owners.
• Ability to build a business case
• Can do mentality
• Independent
• Ability to work across multiple sites, cultures, countries and languages
• Ability to communicate effectively at all levels of the organization
Requisite Education and Experience / Minimum Qualifications:
• Higher level education / Formal project management qualifications
• A minimum of 2 years of experience in cross-functional project management
• Fluent in English (oral and written).
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