Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

Placement in the organisation
Daimler is deploying the connected vehicle and its respective services to the world.
Connected mobility requires the implementation of a connected and global Customer Contact Center (CCC) infrastructure and Operations. The department “Global Contact Center Management” has been formed for this purpose.
It is our mission to govern Daimler’s Contact Center network & infrastructure worldwide for Sales and After Sales. With all our competencies & experience in Customer Service, S24h Roadside Assistance and Connected Mobility Services we are dedicated to customer-centricity, best practice sharing, consultancy and standardization.

The function

Process Management & Standardization
Within the department “Global Contact Center Management” we are hiring an experienced business project manager to strengthen the Process Management & Standardization team. This team has a leading role in defining the CCC business processes and corresponding CCC technology (e.g. CRM, Telephony) implementations worldwide. Standardization, simplification, innovation & globalization are of key importance in this respect.
We are looking for a self-motivated, creative and dedicated person who will fit with our collaborative culture and dynamic, fast-growing organization.

Business Project Manager
The project manager is expected to make a valuable contribution to quality, performance and efficiency in the contact centers that are part of the global CCC network. In his/her role that is to be achieved through successful implementation of contact center business process & technology standardization projects.
The function’s first responsibility will be to take on the overall project management of one of our key contact center technology standardization projects. The overall aim of this project is successful deployment and sustainable implementation of universal queueing principles within our worldwide CCC network.
Being part of the Global Contact Center Management department, the project manager will have to manage a large variety of stakeholders within the MBCAC, in the Daimler organization and at involved third parties.

Responsibilities & duties:

• Ensure that projects are delivered on-time, within scope and budget
• Coordinate internal and external resources for successful project execution & delivery
• Defining project objectives & scope and clarifying specific requirements with involvement of relevant stakeholders
• Ensure project resource availability and allocation (internal as well as external resources)
• Delegate project tasks based project members’ individual strengths, skill-sets and experience levels (in alignment with line management)
• Develop detailed project plan & schedule and ongoing progress tracking & project status reporting
• Manage changes in project scope, schedule and costs in a structured and consistent way
• Meet budget requirements and make adjustments to project constraints based on financial analysis
• Strong emphasis on performing risk management in order to minimize & mitigate project risks
• Manage interdependencies with other projects & initiatives
• Ensure constructive and well-prepared escalation to management when needed
• Establish and manage relationships with all project stakeholders (internal & external)
• Create and maintain comprehensive project documentation & administration
• Track project performance using appropriate systems, tools and techniques
• Use and adhere to standard MBCAC project management methodology & PMO principles
• Secure proper project closure and hand-over to line business
• Able to handle fast hand-over from current project manager (for specific project at hand)

Requirements

• University degree/Academic level of working and thinking
• Minimum 5 years’ experience in (IT) project management with proven track record of successful project delivery and working with project teams
• Experience in managing projects that aim at global technology standardizations
• Solid technical background, with understanding and/or hands-on experience in (CRM) software development
• Well-educated, preferably in the field of (technical/IT) project management
• Working experience in Customer Contact Center and/or CRM environment is preferred
• Effective in stakeholder management; able to interact with a large variety of stakeholders
• Strong (informal) leadership skills
• Able to get the best out of people; maximizing the contribution of involved project members
• Advanced time management and analytical skills
• Able to create innovative solutions to problems
• Solid organizational skills incl. attention to detail and multi-tasking skills
• Experienced & self-confident in presenting to different types of audiences
• Independent actor as well as strong team player
• Excellent English written and verbal communication skills (German is a plus)
• PRINCE II certification is a plus
• Experienced user of project management & time management software / tools
• Extensive knowledge of Microsoft Office
• Enjoys working in a dynamic, multicultural environment
• Affinity with Mercedes-Benz (vehicles & technologies)
• Willingness to travel for work when required

We offer

You have the opportunity to work in a growing international company in an ambitious, professional and dynamic environment. Furthermore we offer a competitive remuneration package.

An extensive relocation package is offered to candidates living further than 50km from the CAC, moving within 20km from the CAC. Collective health insurance, opportunities for further self-development, result-oriented bonus (variable payment) and a pension plan are all part of our secondary benefits

Salary scale 8

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 the Recruitment Office on +31 43 356 2085