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Customer Service Continuous Improvement & Project Manager

Job location : Europe
Created moment : 10/11/2021 - 02:00
Job reference : REQ - 04075

The Company

The world leader in mineral-based specialty solutions for industry, with over 16,000 employees and over 200 sites worldwide, Imerys delivers high value-added, functional solutions to diversified set of industrial sectors, from processing industries to consumer goods. The Group draws on its knowledge of applications, technological expertise and its material science know-how to deliver solutions based on beneficiation of its mineral resources, synthetic minerals and formulations. These contribute essential properties to customers’ products and performance, including refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and repellency. Imerys is determined to develop responsibly, in particular by fostering the emergence of environmentally-friendly products and processes.

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The Position

Customer Service Continuous Improvement & Project Manager

Job Summary


  • Within the Business Area Performance Minerals EMEA (PM EMEA) and thanks to cross-functional work with other departments (Logistics, Customer Experience, Operations), define and execute customer service improvement program to enhance customer satisfaction, cost competitiveness, efficiency of processes, practices and organisations and service level. 

  • Lead specific projects to improve customer satisfaction and performance in general

  • Ensure that people in customer services are well trained to perform as well as possible their job. Organize skills development paths.


  • Support analysis of Customer service processes, practices and KPIs to enable improvement initiatives generation in collaboration with various stakeholders (in the Business Area Performance Minerals EMEA and outside of the Business Area).

  • Generates detailed continuous improvement initiatives across the Business Area PM EMEA customer services to feed the pipeline of savings, improve service level to our customers and support organic growth.

  • Develop a portfolio of projects to support yearly customer service performance plan implementation. 

  • Ensure that these projects are lead by relevant projects leaders and follow their achievements through QuiméO (digital tool for project initiatives and follow up).

  • Lead him/herself specific projects for instance for digitalisation implementation in the CS.

  • Closely work with Logistics / Sales / Operations teams to permanently be aware of new evolution that could be useful to develop customer services performance (benchmarking with other companies, new tools/app…). Share good practices within the customer services.

  • Maintain expertise within the customer services and ensure that all the people in a are well trained. 

  • Organize or deliver training sessions to develop skills.


  • Customer service optimisation : savings generation (yearly) & customers satisfaction

  • Customer service savings pipeline (2 to 3 years)

  • Service level to customers: On Time In Full (OTIF) & response time to the customers indicators

  • Customer service road map definition

Job Title & Position in the organization

  • Title : Projects & Continuous Improvement Manager - Customer Service

  • Reporting to : Business Planning & Supply Chain Vice President

  • Direct reports : None

  • Location: Europe, preferable Paris, Toulouse, Lixhe

Competencies and Experience

Key competencies

  • Strong understanding of the full supply chain organisation (logistics, operations, sales, Sales & Operation Planning...)

  • Very at ease in transversal management to influence other departments like sales, operations etc...

  • Good analytical and problem solving skills, result oriented

  • Rigorous, organized and process oriented

  • Strong project management skills

  • At ease with all IT tools part of the Customer service perimeter

  • Awareness of industry’s latest technology trends and applications

  • Ability to organize training path for logistics people

  • Communication skills including solid writing and presentation abilities

Ideal background/ experience

  • Master degree in Business administration

  • Good level of English

  • >  7 years experience in various customer service positions


Position Type

Full time



Only technical issues will be monitored through the below inbox:


To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered. 

IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.

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