VO2 GROUP

Project Manager

• Support the Client Care Manager in scoping, managing, and operationally deploying major digital projects, tools, and processes for the Customer Service department
• Lead the integration of the Narvar API and the Automatic Return self-service returns journey, including automation, labels, and refunds, in collaboration with IT, application maintenance teams, and Logistics
• Define the scope of the customer bot
• Deploy Copilot for customer service advisors
• Design Proactive Messaging scenarios
• Configure the AI Quality Monitoring tool
• Coordinate international service continuity
• Define routing for calls to retail stores
• Structure and lead the Client Care Ambassador network
• Act as the link between Client Care, IT, application maintenance teams, Logistics, CRM, and external providers through go-live

Client Care Project Manager