About us:
COMO Group is a leading global conglomerate offering a curated portfolio of premium products and services spanning fashion, luxury retail, hospitality, and lifestyle sectors. Our commitment to exceptional Customer Experience (CX) underpins all our operations. For more details, please visit www.comogroup.com.
Role Overview:
As Customer Service Project Manager, you will be instrumental in the planning, execution, and successful delivery of cross-functional CXM initiatives across all Business Units (BUs) and the supporting Systems implementation (CDP & MA). Reporting directly to the Group-level Vice President of Business Transformation, you will ensure seamless integration of all CXM System Applications and CX strategies, champion change management, and collaborate with internal stakeholders—from BU Heads and Heads of Functions to grassroots team members—to embed best practices and sustain CX standards. You will also partner with data scientists to develop Business Intelligence (BI) dashboards and other tools that enable data-driven decision-making and track Objectives & Key Results (OKRs).
Key Responsibilities:
Project Planning & Management
- Lead end-to-end management of CXM, including defining project scope, critical paths, timelines, and resource requirements.
- Ensure rigorous root cause failure analysis is integrated into project workflows to proactively identify risks and optimize solutions.
- Utilize industry-standard project management tools and methodologies for planning, tracking, and reporting project progress.
Stakeholder Engagement & Cross-Functional Collaboration
- Act as a central coordination and integration point, ensuring that information, insights, and directives flow seamlessly between Group CX and BU-level stakeholders. The Project Manager consolidates multiple inputs into coherent project plans and actions, maintaining alignment with strategic goals while supporting the VP of Learning & Customer Experience direct engagement with all parties.
- Cultivate relationships across the organization, from Heads of Functions to individual contributors, facilitating open communication and ensuring that feedback loops inform continuous improvement efforts.
- Work closely with the L&D teams to integrate Evaluations, Education, and Embedding practices into the CX programs at both Group and BU levels.
Change Management & Accountability
- Drive change management projects together with the Group Learning & Customer Experience functions to encourage the adoption of new CX and L&D frameworks, fostering a culture of engagement and accountability throughout the organization.
- Monitor performance against defined OKRs, communicating progress regularly to stakeholders and making data-driven recommendations to refine strategies.
- Partner with internal teams to ensure that learning modules, leadership development programs, and CX enhancements are implemented effectively and sustainably.
Data-Driven Analysis & Reporting
- Collaborate with IT, finance, data science and analytics stakeholders to develop BI dashboards and tracking visuals that capture CX performance, L&D effectiveness, and project health indicators.
- Leverage analytics to inform decision-making, highlight successes, and identify improvement areas.
- Produce regular progress reports, dashboards, and executive summaries for the Vice President of Learning & Customer Experience and senior leadership.
Continuous Improvement & Operational Excellence
- Champion continuous improvement by regularly reviewing project outcomes, capturing lessons learned, and incorporating best practices into future initiatives.
- Support the development and maintenance of leadership competencies, ensuring alignment with both Group-level directives and BU-specific needs.
- Assist in vendor management, content creation, and internal consultancy roles, helping to build and maintain the L&D Center of Excellence (CoE).
Qualifications & Experience:
- Bachelor’s degree in Business, Organizational Development, Human Resources, or a related field; Master’s degree preferred.
- Certification in Project Management Professional (PMP) is required.
- Certification in Google Project Management (or the official Google Project Management Professional Certificate) and/or Agile and Scrum Master is a plus.
- Proven experience managing complex, cross-functional projects in dynamic, growth-oriented organizations.
- Experience working with diverse stakeholders, from senior executives to frontline teams, is highly valued.
- Previous exposure to CX, Learning, or organizational development projects is beneficial but not mandatory.
Skills & Attributes:
- Fluent in English; additional language skills are a plus.
- Exceptional communication, negotiation, and interpersonal skills.
- Very strong ability to reframe arguments and gain buy-in with hesitant stakeholders.
- Strong analytical, problem-solving, and critical thinking abilities, with meticulous attention to detail.
- Proficiency in project management software (e.g., MS Project, Asana, Trello, or similar tools) and familiarity with BI visualization tools (e.g., Power BI, Tableau).
- Ability to thrive in a fast-paced, multicultural environment and adapt to evolving business priorities.
Key Performance Indicators (KPIs):
- On-time and on-budget delivery of CX and L&D projects.
- Clearly defined critical paths and root cause analyses for projects, leading to proactive risk mitigation.
- Improved CX metrics as reflected in BI dashboards (e.g., customer satisfaction scores, NPS, etc.).
- Enhanced leadership development outcomes as measured by participation rates, competency assessments, and post-training performance metrics.
- Positive feedback from stakeholders, demonstrating effective communication, alignment, and accountability.
What We Offer:
- Competitive compensation and benefits package.
- Opportunity to make a strategic impact across a global, multifaceted organization.
- Collaborative work culture that values innovation, continuous learning, and professional growth.
About us:
COMO Group is a leading global conglomerate offering a curated portfolio of premium products and services spanning fashion, luxury retail, hospitality, and lifestyle sectors. Our commitment to exceptional Customer Experience (CX) underpins all our operations. For more details, please visit www.comogroup.com.
Role Overview:
As Customer Service Project Manager, you will be instrumental in the planning, execution, and successful delivery of cross-functional CXM initiatives across all Business Units (BUs) and the supporting Systems implementation (CDP & MA). Reporting directly to the Group-level Vice President of Business Transformation, you will ensure seamless integration of all CXM System Applications and CX strategies, champion change management, and collaborate with internal stakeholders—from BU Heads and Heads of Functions to grassroots team members—to embed best practices and sustain CX standards. You will also partner with data scientists to develop Business Intelligence (BI) dashboards and other tools that enable data-driven decision-making and track Objectives & Key Results (OKRs).
Key Responsibilities:
Project Planning & Management
- Lead end-to-end management of CXM, including defining project scope, critical paths, timelines, and resource requirements.
- Ensure rigorous root cause failure analysis is integrated into project workflows to proactively identify risks and optimize solutions.
- Utilize industry-standard project management tools and methodologies for planning, tracking, and reporting project progress.
Stakeholder Engagement & Cross-Functional Collaboration
- Act as a central coordination and integration point, ensuring that information, insights, and directives flow seamlessly between Group CX and BU-level stakeholders. The Project Manager consolidates multiple inputs into coherent project plans and actions, maintaining alignment with strategic goals while supporting the VP of Learning & Customer Experience direct engagement with all parties.
- Cultivate relationships across the organization, from Heads of Functions to individual contributors, facilitating open communication and ensuring that feedback loops inform continuous improvement efforts.
- Work closely with the L&D teams to integrate Evaluations, Education, and Embedding practices into the CX programs at both Group and BU levels.
Change Management & Accountability
- Drive change management projects together with the Group Learning & Customer Experience functions to encourage the adoption of new CX and L&D frameworks, fostering a culture of engagement and accountability throughout the organization.
- Monitor performance against defined OKRs, communicating progress regularly to stakeholders and making data-driven recommendations to refine strategies.
- Partner with internal teams to ensure that learning modules, leadership development programs, and CX enhancements are implemented effectively and sustainably.
Data-Driven Analysis & Reporting
- Collaborate with IT, finance, data science and analytics stakeholders to develop BI dashboards and tracking visuals that capture CX performance, L&D effectiveness, and project health indicators.
- Leverage analytics to inform decision-making, highlight successes, and identify improvement areas.
- Produce regular progress reports, dashboards, and executive summaries for the Vice President of Learning & Customer Experience and senior leadership.
Continuous Improvement & Operational Excellence
- Champion continuous improvement by regularly reviewing project outcomes, capturing lessons learned, and incorporating best practices into future initiatives.
- Support the development and maintenance of leadership competencies, ensuring alignment with both Group-level directives and BU-specific needs.
- Assist in vendor management, content creation, and internal consultancy roles, helping to build and maintain the L&D Center of Excellence (CoE).
Qualifications & Experience:
- Bachelor’s degree in Business, Organizational Development, Human Resources, or a related field; Master’s degree preferred.
- Certification in Project Management Professional (PMP) is required.
- Certification in Google Project Management (or the official Google Project Management Professional Certificate) and/or Agile and Scrum Master is a plus.
- Proven experience managing complex, cross-functional projects in dynamic, growth-oriented organizations.
- Experience working with diverse stakeholders, from senior executives to frontline teams, is highly valued.
- Previous exposure to CX, Learning, or organizational development projects is beneficial but not mandatory.
Skills & Attributes:
- Fluent in English; additional language skills are a plus.
- Exceptional communication, negotiation, and interpersonal skills.
- Very strong ability to reframe arguments and gain buy-in with hesitant stakeholders.
- Strong analytical, problem-solving, and critical thinking abilities, with meticulous attention to detail.
- Proficiency in project management software (e.g., MS Project, Asana, Trello, or similar tools) and familiarity with BI visualization tools (e.g., Power BI, Tableau).
- Ability to thrive in a fast-paced, multicultural environment and adapt to evolving business priorities.
Key Performance Indicators (KPIs):
- On-time and on-budget delivery of CX and L&D projects.
- Clearly defined critical paths and root cause analyses for projects, leading to proactive risk mitigation.
- Improved CX metrics as reflected in BI dashboards (e.g., customer satisfaction scores, NPS, etc.).
- Enhanced leadership development outcomes as measured by participation rates, competency assessments, and post-training performance metrics.
- Positive feedback from stakeholders, demonstrating effective communication, alignment, and accountability.
What We Offer:
- Competitive compensation and benefits package.
- Opportunity to make a strategic impact across a global, multifaceted organization.
- Collaborative work culture that values innovation, continuous learning, and professional growth.