Job Description

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.

YOUR ROLE

Your role will participate to the development of our company’s knowledge management strategies, to foster a balance between digital innovation, organizational alignment and cohesive and streamlined processes, with strong focus on enhancing both customer and employee experiences.

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

WHAT ARE YOU GOING TO DO ?

• Strategic Development: Collaborate with the Head of Customer Care Transformation to devise and refine knowledge management and simplification strategies that align with the broader transformation vision.

• Strategy Execution: Work with all departments involved to build a comprehensive implementation plan of the defined strategies.

• Continuous Improvement: Drive a culture of ongoing enhancement, constantly identifying areas for process optimization to benefit both customers and employees.

• Project Management: Oversee the planning, execution, and completion of projects, ensuring timely delivery and maximum impact.

• Reporting & Monitoring: Implement and track KPIs to gauge the effectiveness of knowledge management and simplification initiatives, providing regular insights and updates to senior management.

• Business & IT Interface: Act as a key connector between business stakeholders and IT/technical teams, ensuring that operational needs, customer care requirements, and technical constraints are clearly translated into actionable solutions.

• AI & Digital Transformation Enablement: Contribute to AI-driven and digital transformation initiatives, supporting the identification, prioritization, and deployment of automation and intelligent solutions to simplify customer care and operational processes.

• Team Coaching & Capability Building: Support, coach, and develop team members through structured onboarding, training sessions, and regular feedback, fostering autonomy, engagement, and continuous skill development within the team.

WHO ARE WE LOOKING FOR ?

• Bachelor's degree in a related field; Master's preferred.

• Demonstrated leadership in customer care and simplification roles.

• Strong analytical, project management, and strategic planning skills.

• Customer Care & Operations Experience: Proven experience in customer service and/or operational environments, ideally within shipping, logistics, transportation, or similar service-driven industries.

• Transformation & Change Exposure: Hands-on experience contributing to transformation programs, including process simplification, digitalization, or AI-enabled initiatives.

• People & Collaboration Skills: Strong interpersonal and communication skills, with the ability to collaborate across functions and influence stakeholders at multiple levels.

Come along on CMA CGM’s adventure !