Position Title

CSC Integration Support

Supervisor Position Title

CSC Project Integration & Quality Manager

Work Location

London – Hammersmith Office

Purpose of the Job

The CSC Integration Support is the Subject Matter Expert (SME) for all CSC B2C systems, tools, and technologies. This role is responsible for testing updates and improvements on deployed tools and technologies and providing ongoing technical support to CSC operations, partners, and vendors. Additionally, the role supports new systems, tools, and technology implementations within the UK CSC department, develops solutions for business and customer issues, and drives continuous improvement of CSC processes, tools, and technologies to meet customer expectations. The position works with cross-functional groups, including internal and external (local and global) stakeholders, to define business needs and translate them into actionable deliverables.

Principal Accountabilities

• Systems, Tools & Technologies:
  - Provide ongoing support for partners and vendors related to CSC B2C systems, tools, and technologies.
  - Ensure CSC systems operate effectively and manage escalations appropriately.
  - Drive troubleshooting and resolution of technical issues, keeping all parties informed.
  - Contribute to new technology scouting.
• Project & Testing Management:
  - Identify, analyze, and lead technical continuous improvement projects with cross-functional teams.
  - Lead testing and implementation of system improvements and new tools.
  - Manage testing and setup of CSC systems for new product launches.
• SME & Knowledge:
  - Act as SME for CSC Ops and the wider business on CSC systems and technologies.
  - Provide accurate information to Knowledge & Training teams for training material development.
  - Share insights on tools and technology stack post-DCE 2.0 implementations.
• Continuous Improvements / Systems Upgrades:
  - Refine processes and technologies to improve back-office and consumer-facing solutions.
  - Follow escalation processes to enable independent resolution by CSC Ops and third parties.
  - Monitor processes and deliver improvements based on technical solutions.
• Communication and Influencing Stakeholders:
  - Partner with internal (Affiliate & Global) and external stakeholders to build collaborative relationships.
  - Manage cross-functional project teams to ensure alignment on objectives.

Education & Experience

Education:
- Minimum bachelor’s degree in engineering, Industrial Business, or Economics.
- Project management certification is a plus.

Work Experience:
- Experience in Operations, IT, or Technology, preferably in FMCG.
- Familiarity with tools and technologies such as cloud-based telephony, ticketing systems, chat systems, bots, and other Contact Center modalities.

Skills & Competencies

• Capacity to grasp new concepts quickly and translate them into actionable projects.
• Strong customer focus and understanding of computer technology and systems.
• Proficiency in Microsoft Office and industry technology standards.
• Leadership and management skills with ability to plan, prioritize, and delegate.
• Excellent research, analytical, and problem-solving abilities.
• Strong interpersonal and communication skills; ability to influence positively.
• Attention to detail and ability to work collaboratively.
• Occasional travel to Contact Service Centers may be required.

Our commitment to inclusion

• PMI is on a continuous journey to ensure that all of our employees feel welcome and feel that they belong. We have a number of internal networks that are inclusive and open for anyone to join, including networks covering employees from ethnic minority backgrounds, LGBTQ+ and gender. We’re also extremely proud to be the first global company to be awarded Equal Salary Certification. We take wellbeing seriously, so we have trained mental health First Aiders to help support our employees, as well as support in the form of our LifeWorks app and Employee Assistance Programme.

• PMI is an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. If you require reasonable adjustments in any recruitment process with us, please make us aware.