Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.
1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.
The Knowledge Coordinator manages the roles and responsibilities of the Knowledge Management Team. You take care of the relationship with relevant stakeholder and departments. You establish and fulfill the agreed KPIs. Furthermore, the job holder is responsible of an up-to date knowledge base, insures the requested quality and continuous improvement.
The team
You manage a diverse and vibrant team of 10 people who are willing to get things done and who are dedicated to perform in Knowledge Management challenges.
Your tasks & responsibilities
• Determines and ensures the vision and strategy regarding Knowledge Management in the organization
• Makes decisions in regards to the Knowledge Organization, processes and the system
• Ensures on a high level that the KM processes are fulfilled while being the point of contact
• Communicates with all relevant stakeholder, promoting Knowledge Management in the organization
• Is the owner of the continuous improvement process
• Ensures that the knowledge base and training are aligned
Who are you?
• Good understanding of methodologies and concepts of Knowledge Management
• Able to define Knowledge Management processes
• Experience in leadership and managing a team
• People manager
• Experience and know-how of stakeholder management
• Able to translate your vision in short- and long term goals for Knowledge Management
• Being able to have a helicopter view on the Knowledge Management organization
• Can manage a decentralized team if necessary
• Has the capability of cross-channel thinking
• Strong communication skills in English, German language is preferred
• Knows how to manage communication and stakeholders in terms of Change Management
What do we have to offer you?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
Location:
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.
Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.
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. You can upload your application until May 10, 2022.
Due to data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.
For more information about this vacancy please contact Manon Gosler-Bongaerts:
manon.gosler-bongaerts@mercedes-benz.com