Internship - Performance & operations management officer

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

The intern role is to bring support and analysis for optimizing customer care performance at a global level through productivity management, data-driven decision-making, and performance monitoring.

WHAT ARE YOU GOING TO DO ?

• Customer Contact Maintenance: Maintain the customer contact data in the NOVA system, ensuring all records, interactions, and reports are accurate and up to date.
• Data Audits & Integrity: Conduct regular data checks and clean-up tasks to ensure data accuracy, focusing on contact management and queue frames. Report any discrepancies to the Operations Management team.
• Data Consistency: Assist in ensuring consistent and accurate customer care data management across teams by following established guidelines.
• Analytics & Monitoring: Use analytics tools to monitor key data points like customer interactions, service levels, and resolution times, helping to support data-driven decisions.
• Data Quality Improvement: Identify any data discrepancies and work on resolving them to maintain the quality of reporting.
• Dashboard Maintenance: Help create and maintain real-time performance dashboards to track customer care metrics, aiding in better decision-making and day-to-day operations

WHO ARE WE LOOKING FOR ?

• You are currently enrolled in a Master's degree programme at a business school in the field of Management/Data Management.
• You are fluent in English, both written and spoken.
• You are proficient in Microsoft Office, particularly Excel and PowerPoint.
• You have knowledge of or an interest in data management and analysis.
• You are an excellent team player with good interpersonal skills. You are able to communicate with all types of people.

Come along on CMA CGM’s adventure !