Customer Experience Program Manager - Event Management & Transversal Projects H/F Ubisoft

The mission of theMarketing Services, Media &PlayerExperiencedepartment is to support & help deliver Ubisoft's marketing strategies & offers to our different audiences (our players, communities, influencers, journalists & partners) by activating the optimal communication channels managed by the various teams within the department : CRM, Media, Player Experience, Community Management, Communications or Customer Support.

Within this department, the Customer Experience team has a transversal role and aims to help maximize customer satisfaction by mobilizing internal teams around our customers' core needs through leadership and expertise in process, tools, and organization. One of these processes is Frontline. Frontline is Ubisoft´s WW collaborative effort to anticipate and mitigate customer's needs for games, services, and events.We attempt to mobilize and unify worldwide teamsincluding but not limited toProduction, Business, IT&Operations to ensure launch and operational readiness.

We are currently seeking aCX Program Manager - Event Management & Transversal Projectsin our Paris office.

The key objectives of the CX Program Manager - Event Management & Transversal Projects is to lead the ITIL-based Event Management transformation initiative and drive cross-functional projects that span multiple departments across Ubisoft.

Within Event Management you will :
- Lead & Evolve the ITIL Event Management (EM) framework within the Customer Experience Frontline team.
- Champion the continuous improvement cycle across EM transformation initiatives, ensuring feedback loops are embedded and acted upon.
- Collaborate with service enablement, incident, and problem management teams to align improvement initiatives with broader organizational goals.
- Identify and continually refine and track KPIs such as Event Success Rate, Process Adherence, and EM Framework Adoption Rate.
- Facilitate retrospectives, workshops, and stakeholder interviews to identify improvement opportunities and drive actionable outcomes.
- Use data-driven insights to prioritize improvements and report on progress to leadership.
- Document and communicate process changes clearly across teams, ensuring transparency and alignment with service management objectives.

As a Transversal Projects Program Manager, you will
- Lead & Develop programs aligned with strategic objectives of the Customer Team department.
- Define project milestones, deliverables, and timelines in collaboration with stakeholders.
- Organize and lead workshops, kick-offs, etc. as needed to align stakeholders.
- Identify risks and develop mitigation strategies across the lifecycle of projects.
- Act as a liaison between departments to ensure seamless coordination and communication.
- Drive collaboration and knowledge sharing across cross functional teams
- Oversee tactical execution, ensuring timely delivery and adherence to quality standards.
- Ensure transparency through regular updates, dashboards, OKR tracking, etc.
- Lead post-project evaluations and continuous improvement initiatives.