Project Manager: Customer Engagement Systems

Project Manager: Customer Engagement Systems

About IWG
We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So, we made it our mission to help millions of people have a great day at work – every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when, and how they want.

Technology in IWG
We’re focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data, or IoT Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.
https://www.iwgplc.com/

The role
Are you looking to join a team where you help customers use awesome leading-edge technologies in a work environment like no other? Do you want to be part of a global team that thrives on challenges and is in pursuit of excellence? Are you wanting to join a team that challenges you every day, helping you learn and become more empowered to reach your full potential? If so, we are looking for highly motivated self-starters with extensive IT Project Management experience like yourself.
As a highly autonomous Project Manager, you will be able to demonstrate your project management and team leadership skills to help drive large global high capital investment projects through inception, implementation, and completion. You must have the ability to interact with all levels of the organisation, have strong communication, coupled with a proven project management experience. This is a great opportunity for someone who thrives in transformational environments and who enjoys the opportunity to drive improvements and to challenge the status quo.

Role and responsibilities

• Understand the strategic objectives for customer engagement and translate into project objectives, scope and plans.
• Manage and deliver such projects on time and within budget. This includes defining project scope, coordinating team members, and overseeing the development and implementation of IT solutions in alignment with the guidelines of the Project Management Office.
• Implement project governance, risk controls and financial management processes.
• Ensure that the project operates within the approved budget and timeline, collecting and analysing submitted project data identifying potential risks and issues that could impact the successful completion of projects, and developing contingency plans to address them.
• Demonstrate use of and suggest improvements to current governance process, while reinforcing its usage across the department.
• Act as the primary point of contact for all project-related matters with clients, team members, and executive management.
• Provide clear concise information and regular status input into the weekly, monthly & quarterly board reports in relation to overall implementation process, missed milestones, adjusted timelines.
• Liaise with partners to ensure that partner-led projects are maintaining standards and meeting delivery targets.

Qualifications, Skills, and Experience

• Related bachelors qualification required
• Delivered multiple implementations or enhancement projects for customer engagement systems
• Experience in delivering change in these areas: Call centre applications, customer relationship management, customer journey orchestration, marketing automation or customer data platforms.
• 5+ years experience working on related projects
• Demonstrable knowledge of project management methodologies and tools. PMP or similar certification is a plus.
• Ability to handle multiple projects at any point in time, and confidently schedule / reschedule to ensure efficiency across teams (business requirements analysts, developer teams, testers, etc.)
• Strong customer engagement background having worked with marketing, sales and customer service business functions.
• Astute attention to detail with accuracy
• Strong communication and negotiation skills to navigate and influence a global team.
• Ability to communicate effectively with C-level executives
• Excellent written and verbal English abilities.
• Expert knowledge in the MS Office suite of products: Word, Excel, PowerPoint, Project.
• Knowledge of JIRA and/or DevOps advantageous.