How will you CONTRIBUTE and GROW
End to End Process Ownership and Design: Define harmonize and document selected End-to-End target processes for Customer Care (from order taking to dispute resolution). Define and maintain global process standards documentation and interfaces. Ensure customer-centric scalable and technology-enabled processes. Collaborate with crossfunctional teams to develop service frameworks standards and playbooks that align with global objectives.
Transformation & Innovation: Lead multi-country transformation initiatives. Identify and size performance levers based on selected KPIs. Integrate market best practices.
Program Implementation.Drive the implementation of new service capabilities tools and workflows. Coordinate pilots and phased rollouts across regions ensuring effective training adoption and measurement.
Governance & Change Management: Mobilize and convince international subsidiaries to adopt the new standards. Act as a single point of accountability for process decisions. Balance global consistency with local adoption. Align with Global Business Support teams IT Digital and Regional leaders. Challenge local status quos to promote global alignment.
Consulting Expertise: Apply consulting-grade methodologies and structured problem-solving. Act as an expert reference for top management to build competence in modern Customer Care management (tools KPIs Lean/Six Sigma methodologies).
Performance & Analytics Monitoring: Define global performance indicators (KPIs) and SLAs. Ensure tracking to help prioritize improvements and report on service performance trends.
Are you a MATCH
Experience: Minimum 10 to 15 years of experience in the Customer Care field and/ or in customer facing roles including a significant part spent on large-scale process transformation projects. Experience in matrix organizations and with global service operations and/or omnichannel engagement.
Business Expertise: Advanced mastery of process management methodologies (BPM Lean Six Sigma Design Thinking) associated technological tools (CRM Artificial Intelligence / Chatbot Self-service) and customer service platforms (e.g. Zendesk Salesforce Service Cloud Google CES...).
Soft Skills:
Influential Leadership: Ability to convince various stakeholders (Subsidiary Directors field teams) without a direct hierarchical without authority.
Operational/Strategic Duality: Ability to dive into technical details while maintaining a macro and strategic vision.
Critical Thinking: Ability to challenge established organizations with benevolence and determination.
Executive-level written and oral communication.
Languages: Fluent English is essential (daily international context) French or German are a major asset.
Location : position based either in Saint-Priest (France) in Paris (France) or in Leipzig (Germany).
#LI-CM2
Our Differences make our Performance
At Air Liquide we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees our customers patients community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent both individually and collectively and it helps foster our ability to innovate by living our fundamentals acting for our success and creating an engaging environment in a changing world.
Global Process Owner (GPO) Customer Care (mfd) • Paris, Île-de-France, France
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