CX Project Manager

Mission:The Project Manager takes full ownership of leading and delivering projects from initiation to completion, ensuring delivery within deadlines, budget, scope, and quality. The PM coordinates internal and external stakeholders, manages partners, and does a regularly track the project’s progress. As a member of the Customer Experience (CX) team, the PM ensures that the customer experience standards defined in the Customer Journey (CJ), E2E processes, and Business Analysts (BA) requirements are respected throughout the project. The PM is also responsible for escalating customer experience impacts to the Customer Journey Lead, who will make the appropriate decisions based on the impact on the customer experience.Key responsibilities:Project Lifecycle Management: Manage the complete lifecycle of large-scale projects to ensure delivery on time, within budget, scope, and quality. This includes thorough planning, coordination, and execution of all project stages, ensuring all deliverables are met with excellence. Mandatory to maintain project governance throughout the project.Project Management Plan Development: Develop a Project Management Plan covering project organization, roles and responsibilities, schedules, budget, risk, and quality management, ensuring customer experience (CX) aspects are considered and integrated as needed.Team Leadership and Motivation: Gather, lead, and motivate project team members, ensuring they work effectively towards the agreed targets. The PM ensures the team understands the broader CX goals and integrates them into their work.Stakeholder Engagement Management: Manage and control stakeholder engagement throughout the project lifecycle, ensuring regular communication and updates to keep everyone aligned with project goals, timelines, and customer experience objectives. Any significant CX impact should be escalated to the Customer Experience Lead for review.Change/Transition Management: Develop a change/transition management plan to ensure a smooth transition after project implementation. The PM ensures any changes are managed without affecting the overall project quality or customer experience, escalating CX impacts to the relevant decision-makers.Monitoring and Reporting: Track and communicate project progress against the defined plan, requirements, quality measures, and milestones. Regular updates should focus on how the project aligns with customer experience standards and business goals.Requirements:5 years of project management experience, with expertise in delivering projects on time, within budget, and on scope.Proficiency in project management tools (MS Project, JIRA, Trello) for creating retro-planning and tracking progress.Analytical skills for monitoring project key performance indicators (KPIs).Experience in managing large-scale projects, with both internal and external teams.Knowledge of project management methodologies (Agile, Waterfall).Risk management to ensure smooth project execution while maintaining quality and customer satisfaction.Experience in the telecommunications industry would be a plus.Customer-Oriented & Proactive Attitude: Always focused on the customer and responsive to challenges.Creativity & Persuasion: Ability to propose innovative solutions and persuade stakeholders to prioritize customer experience.Conflict Management: Ability to manage conflicts constructively, ensuring a collaborative environment and effective stress management to guarantee the smooth running of the project.Communication & Presentation: Excellent skills in communication and presenting project progress effectively while remaining calm.Bilingual (FR/EN or NL/EN): Proficiency in French and English (or Dutch and English).We offer:You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.Inspired? Please send us your resume and we will rapidly get back to you to invite you for further interviews.