We are growing! We are currently looking to hire an experienced Project Manager (Products &Solutions) for our office in Hong Kong where you will be based.

Who we are

Founded in China in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.

CXG’s vision is to become a customer experience transformation partner that helps premium and luxury brands transform experiences for a meaningful impact. As a CX transformation partner, we recognize the need to establish an Innovation & Solutions department to structure, promote, challenge, manage and grow the further development of existing and new products and services, and the alignment of systems and processes.

What you will be doing  

You will join a dynamic and fast-paced environment and work closely with our teams based in Sheung Wan, Hong Kong .  The Project Manager-Solutions reports to the Head of Innovation and Solutions and works in close collaboration with the Group’s departments, agencies, suppliers and clients. Here, passion, integrity and a “can-do” attitude are always top of mind. Main purpose and scope will involve:

• Create mapping of existing Solutions and Products, identify overlaps and opportunities of improvement
• Challenge existing solutions: ensure they are developed in the most efficient way and stay relevant with our strategy
• Ensure that upon completion, existing / upgraded solutions are well integrated into the business, have scalability; an agreed deployment plan; and, supporting communications activities
• Recruit team members within the Group to build Solution teams: these teams are accountable for maintaining and enhancing existing solutions and act as Ambassadors of the Solution within the Group
• Provide supports to the Solutions teams in assessing, challenging, maintaining, improving existing solutions/ products and developing relevant documentation and train relevant teams
• Monitors the alignment of the Solutions to the Group’s direction and strategy and suggest and implement relevant enhancements to existing solutions
• Prioritize, develop and manage project plans and financial estimations of costs and impact
• Identify and develop the skills and competence of the Solutions teams to support the functioning of the Solutions department, including creating onboarding documents, training materials and coaching on facilitation and presentation skills
• Works with business leaders/practice leads to ensure that the Solutions are supported by relevant teams created from the business

The Project Manager(Products & Solutions)  role is split into six key areas:

Strategy

• Drive the improvement of existing Group products, solutions and services
• Communicate a clear direction, strategy and approach for enhancing existing products and solutions
• Help identify and build opportunities in new or adjacent areas
• Prioritize projects based on the clients’ needs, internal needs and market trends
• Partner with Practices and Markets to define the business challenges and customer needs and translate these ideas into projects
• Build analytical approaches of the needs and solutions to ensure strategic growth and ROI
• Manage resources and budget

Team Management

• Recruit and onboards Team members joining Solutions projects
• Support the successful assimilation of peers, juniors, and new hires joining Solutions projects
• Enhance the skills and competencies required to support individual and team creative behaviors
• Effectively support others’ learning through personal instruction, transferring knowledge, and/or directing to appropriate resources
• Demonstrate awareness of team development needs and opportunities
• Inspire, stimulate, energize participation and focus
• Demonstrate evidence of leading and influencing change through collaboration and co-creation with others
• Create and drive initiatives with other members of the Group’s management, to ensure engaged, creative, and energized employees

Project Management

• Establish objectives and deliverables and challenges current assumptions
• Generate realistic work plans and deadlines and work with Solutions teams to deliver solutions by agreed-upon deadlines
• Define communications plan and reporting procedures for project
• Stir multiple teams, ensure teams deliver quality work on time, within budget, and in line with quality standards, and provide support whenever needed
• Effectively coordinate CXG resources and team members to shape and conduct the work
• Manage expectations, time, and quality standards, and secures agreement of the clients, internal stakeholders and team members
• Work to include client/ relevant internal stakeholders (Practice Heads…) in all relevant phases and ensure acceptance of process and outputs
• Manage client and senior team expectations on projects
• Manage resources involved
• Keep abreast of project plans updates and handles implications of changes
• Ensure full knowledge transfer of the Solution and make all components of the Solutions easily accessible to all relevant internal and external stakeholders
• Organize events, sessions and engage with multiple stakeholders
• Introduce project management tools & methodology, and supporting materials to ensure optimal project management

Analytics

• Collaborate with Clients to find answers to clients’ needs and problematics
• Push thinking of team, draws out meaningful insights and conclusions
• Help design the relevant methodology
• Help structure and coach team’s analysis and demonstrates proficiency in required analytical tools and techniques
• Perform sophisticated analyses accurately, shows initiative to probe more deeply when needed, gains insights from analysis & data interpretations and suggests logical conclusions.

Intellectual capital

• Identify most valuable content and learning for sharing and ensure that the upgraded solutions are shared within the teams
• Use existing knowledge to drive new thought leadership and delivers the best solutions to clients
• Connect and build relationships with CXG or external experts on relevant topics
• Volunteer to provide advice, guidance, and help on content related to area of focus to people/teams across CXG
• Create appropriate knowledge centre to allow an easy access to the available solutions information to the Group.    

Thought Leadership

• Effectively apply business acumen and understanding of context to identify common challenges facing an industry or a group of clients and thinks critically about possible solutions
• Develop a position on identified challenges and trends and sharing it through conversations, public speaking and publications
• Push CXG thinking forward in area of work; thinks “outside the box” and develops credible and pragmatic foresight.

What you will bring along

The transformational leadership competence of the Project Manager(Products & Solutions) should be nurturing a culture of ideas creation and solutions innovation, aligned with the direction of the Group.

You should also have the below:

• Being able to quickly build excellent knowledge of the CX Group’s business and direction; its solutions; its products and its clients’ needs
• Demonstrated evidence of leading and influencing change through collaboration and co-creation with others
•  Ability to inspire, support, facilitate and drive solutions focussed outcomes creatively.
• Strong organizational skills to lead, plan and manage multiple projects in parallel, an excellent Project Manager
• Knowledge of a variety of collaboration methodologies, project management tools and excellent skills in PowerPoint
• Strong presentation and facilitation skills. Often developing and preparing written communications, reports, visual presentations related to all types of projects
• Ability to work in an agile, adaptable, dynamic, fast-paced environment; ability to deal with complexity and ambiguity

Additional supporting skills:

• Enthusiastic, curious, fun, collaborative, and energised influencer
•  A forward thinker who promotes a strong “What if?” Approach
• Experience in developing and delivering new concepts /product developments /process improvements / Research & Development
• Achievement and goal oriented
• A creative, naturally curious mindset that stimulates others to deliver with impact
• Communicates clearly with exceptional listening skills to facilitate powerful conversations between departments/ practices/agencies, customers, evaluators, suppliers; and partners of the CX Group to succeed with impact
• Be a provocateur by challenging thoughts and ideas proactively.

If you have what we are looking for, please make sure to attach your updated Resume with your contact details. Should your profile fit the requirements for the role, we will get in touch with you to get a deeper understanding of your profile, to discuss the role in more detail and potential next steps. 

To know more about us, please visit our website: https://www.cxg.com

Founded in 2006, Albatross CX is a global customer experience agency servicing premium and luxury brands. It helps brands reach profitable growth by turning transactional moments into relationships and emotional experiences.    

Albatross CX specializes in capturing and analysing experience feedback across all customer touchpoints as well as the retail teams, with a defined action plan and continuous follow up. Through its unique metric - Albatross Customer Experience (ACE) index, it allows brands to better understand not only what drives advocacy but also their performance vs their peers. Operating in 70 countries through its 17 global offices, Albatross CX delivers 360-degree customer experience framework to over 200 of the world’s most prestigious brands.    

Albatross CX is a member of the Customer Experience Group, the alliance of five leading agencies (Wisely Insights, Activate Experience, SmartCX and Face2Face on top of Albatross CX), offering together a framework that enables premium and luxury brands to elevate the customer experience. For more information, visit www.albatrosscx.com.