Process Improvement Analyst

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.

Position Summary
The Process Improvement Analyst serves as a strategic partner in driving customer satisfaction, team efficiencies, and process excellence through technology optimization, intelligent automation, and analytical rigor. This role is pivotal in maximizing the value of existing and emerging tools by ensuring seamless integration, monitoring performance efficacy, and translating business needs into optimized workflows.

Working collaboratively with cross-functional teams including HO Teams, CST leadership, Digital Teams, and other CCA domain managers, this specialist acts as the bridge between technology capabilities and business objectives. The role proactively identifies opportunities to enhance operational efficiency through data analysis, execution of improvement initiatives, and stakeholder engagement, while ensuring tools are leveraged to their full potential. By focusing on technology adoption, automation accuracy, and workflow optimization, the position will be instrumental in increasing awareness of client sentiment trends, improving responsiveness, promoting digitalization within the customer service department, and aligning operations with organizational goals to drive efficiency and enhance both customer and employee experiences.

Must be willing to work Monday through Friday, 8:00am - 5:00pm

Functions & Duties
• Support the evaluation, integration, and optimization of customer service technologies and platforms
• Serve as liaison between CS leadership, business stakeholders, and training teams to ensure tools align with strategic objectives
• Identifying improvement opportunities, best practices and tips and coordinate follow up with respective functional departments and head office
• Partner with Quality Assurance team to create feedback loops between automation performance and quality insights
• Facilitate training sessions on new tools, features, and optimized workflows and partner with training team to ensure training program is aligned/current
• Collaborate with cross-functional teams to map current-state processes and identify optimization opportunities
• Miscellaneous – Other duties/projects as needed

Knowledge, Skills, Abilities
• 3-5 years’ experience within customer care or business process management.
• Ability to create Business Process Modeling and SOPs.
• Good understanding of customer care best practices, trends, and technologies.
• Good communication and interpersonal skills, to collaborate across different levels of the organization.
• Analytical mindset and ability to interpretate data to assist with decision-making and process improvements.
• Good knowledge of project and change management.
• Good organizational and planning skills.
• Data-driven mindset and an aptitude for technology.
• Familiar with Business Intelligence Tools (e.g Tableau, Qlik Sense, MS BI) would be an advantage.
• Familiar with Automation Tools (e.g PowerApps, Macros) would be an advantage.
• Experience in participating in customer care related improvement / transformation projects.
• Good communicator with analytical and decision-making skills.
• Ability to work in an international and multicultural environment.
• Exposure to project management tools.

Qualifications
Education
Required High School Diploma or GED
Preferred Bachelor’s Degree

Work Experience
General Experience 3-5 years
Industry Experience 3-5 years

· 3+ years’ experience within customer care or business process management.

· Previous customer service experience preferred.

· Familiarity with shipping industry and ideally with CMA CGM organization
· Customer facing (CS) experience

Come along on CMA CGM’s adventure! The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at [email protected]