Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. Forty two  different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Daimler and external parties.

The function

As the Business Consultant Connected Mobility Services you directly report to the head of the department “New Business, Product & Knowledge Management”. In this function you will have the opportunity to manage projects (using the Daimler created Houston Project Management Method) that are mainly geared towards continuous improvement of customer satisfaction in the After-sales and Sales functions of Daimler brands. As a key contact for new business development you will align customer expectations with the company's strategic vision and internal resources. Facilitating knowledge and info exchange between various stakeholders on different levels of the company will be crucial to the delivery of the described tasks. Your Role You proactively initiate and evaluate new business opportunities mainly within the Connected Mobility Services of different Daimler brands as an ambassador of Global Service & Parts/OC and CAC Maastricht. You ensure the roll-out of connect projects and associate change management till a successful handover to line business is guaranteed. You ensure acceptance and alignment of all stakeholders involved. Communicating project timelines to internal and external stakeholders and ensure adherence to milestones and assigned tasks is also an important part of the role. You enable fact-based decision making by creating transparency through e.g. providing different scenarios for feasibility evaluation. One of your other tasks is to develop and implement adequate and aligned communication packages to present results, recommendations and solutions to the Management Board and other committees of the CAC and Daimler Headquarter (HQ). You manage & execute standardized updates and ad-hoc analysis on project status. You prepare solutions and contribute to the facilitation of decisions by structuring/analyzing data and deriving the respective recommendations. Also you provide expertise for assigned functional areas/systems and processes towards team and business partners.

Requirements

Job requirements You are professional with a strong academic business background and you are fluent in corporate language English and German (written & spoken).

• University degree and at least 3 years of relevant Project Management experience
• Motivated to work in a multicultural environment within the Daimler group
• Enthusiastic and well informed about trends within the automotive industry
• Able to match projects to the strategy of Daimler and the CAC in its vision to act as passionate and customer-oriented brand ambassador on behalf of Daimler
• Committed to support Mercedes-Benz in improving its service portfolio by proactively initiating and leading projects that improve the experience of MB customers and business partners on a long-term perspective
• Result-driven with strong self-management skills and a strong ability to operate cross-functionally in order to lead multiple projects with end-to-end responsibility.
• A unique opportunity to make a contribution to the success of Daimler's (Global) Customer Contact Center strategy.
• Coordinating, monitoring & steering the successful implementation of projects within the department(s).
• Dynamic-minded and flexible to develop innovative concepts to react to frequently changing customer requirements
• Empathetic in working with different personalities and strong ability to communicate on different levels of the company
• Self-driven to develop professionally and willing to go the extra mile for the success of the team.
• We are looking for individuals with a strong willingness to move things and to challenge the status quo for the best experience of the Mercedes-Benz customers.
• Customer Contact Center experience is a plus.

We offer

Employment conditions

• Working environment with smart, dynamic colleagues and abundant opportunities to demonstrate your abilities and learn new skills
• International working environment with colleagues from 25 different nations to acquire multicultural competences
• Empowerment to make decisions within the assigned area of responsibility
• Individual Development Plan (IDP) with customized trainings on a yearly basis to support you in your professional development
• Attractive compensation package with various secondary benefits (i.e. holiday allowance, transportation allowance)

The procedure

Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. For more information about this vacancy please contact Manon Gosler-Bongaerts on +31 6 18527245 or send an email to: manon.gosler-bongaerts@daimler.com