Global Customer Experience Project Manager

Description:

Global Customer Experience Project Manager

SodaStream is the world’s #1 sparkling water brand and a global leader in producing home sparkling water makers. With products sold in over 46 countries, we’re passionate about reducing plastic waste and offering consumers a healthier, more sustainable beverage option. SodaStream is part of the PepsiCo product family, which supports the PepsiCo Positive (pep+) initiative, and strong business and social values to inspire and lead positive change. At SodaStream, we put the planet and people – first, to help create a better, more sustainable future for generations to come.

Want to change the way the world drinks? We’re seeking a super-talented Global Customer Experience Manager to join our Global Customer Care team at SodaStream HQ in Kfar Saba. You will lead and oversee service strategy and implementation of critical initiatives, coordinating across teams and vendor partners, to ensure successful on-time delivery and follow-up. If you’re a professional who can imagine the unimaginable, with a real passion for doing good in the world – we want to know!

You will be responsible for:

Project Management:

·        Develop and execute comprehensive project plans and briefs for Customer Care initiatives, ensuring alignment with global customer experience strategies and business objectives.

·        Coordinate cross-functional teams to gather requirements, define project scope, and establish timelines.

·        Manage the Customer Care delivery roadmap, working closely with stakeholders to prioritize key initiatives and ensure alignment with overall business goals.

·        Create and assign tasks in Jira, ensuring timely delivery of project requirements.

·        Manage project budgets, ensuring efficient allocation of resources and budget adherence

·        Select and manage vendor partners for the execution of various projects, ensuring they meet quality and performance standards.

·        Monitor project progress, identify risks, and implement mitigation strategies to ensure successful project delivery.

Strategy Development:

·        Design and implement service strategies and customer journeys that support product launches, marketing campaigns, and e-commerce initiatives.

·        Conduct research and analysis to identify customer pain points and opportunities for improvement.

·        Collaborate with stakeholders to develop innovative solutions that enhance the overall customer experience.

Agent Enablement:

·        Create agent-facing materials, such as Standard Operating Procedures (SOPs), charts, decision trees, and learning materials to support project briefs.

Performance Measurement:

·        Track key performance indicators (KPIs) related to customer satisfaction, revenue, agent efficiency, and operational performance.

·        Analyze data to identify trends and areas for improvement.

·        Provide insights and recommendations to optimize customer care processes and outcomes.

Global Coordination:

·        Collaborate with regional customer care teams to ensure consistency and alignment across global operations.

·        Identify best practices and share knowledge to drive continuous improvement.

·        3+ year’s experience in the Project management field – a must

·        2+ years in a customer service strategy or leadership role - preferred

·        Proficiency in MS Office (especially in Excel), MS Project, Jira, or similar project management software – a must

·        Strong analytical and good interpersonal skills, priority setting, and standing-alone abilities

·        Proven ability to effectively manage vendors, ensuring optimal performance for minimal cost.

·        Excellent presentation and communication skills

·        Proficiency in process mapping

·        Bachelor’s degree - preferred

·        Fluent English skills (oral and written) – a must

·        Fluent in Other languages – advantage

What’s in it for you?

·        Grow in a multinational organization

·        Be part of a unique global company culture, where innovative “Streamers” make a real impact

·        Join a dynamic and collaborative work environment where your ideas are valued

·        Work on exciting, next-gen projects and contribute to building world-class teams and products

·        Opportunities for promotion and advancement, professional training, and continuous development

·        Competitive compensation and benefits package

Are you ready for your next great job? Ready to make a real difference? We want to hear from you! Click HERE to submit your CV.