Oorspronkelijke vacature omschrijving:

The organisation

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 department

Within the business unit GSP/OC3 “Global Contact Center Strategy & Management”, the Product & Process Management department (P&PM) is the central point of contact for the product and process design of worldwide CCC services for our Mercedes-Benz customers.

The function

As a manager of P&PM, you are responsible for continuously improving the delivery of various services throughout their entire life-cycles, as well as co-leading the strategic transformation of the global Mercedes-Benz Customer Contact Center network.

Tasks & Responsibilities:

Customer Contact Center service product and process design

Responsible for the Co- creation the deployment and operational enablement of CCC products, processes and systems. This support is divided in several distinct areas:

• • Roadside assistance (RSA): Deployment and enablement worldwide of the CCC processes related to the Service24h/RSA product.
  • Customer Service: Ensure deployment of Customer Service use cases in existing CCC organizations and provide support on the global framework.
  • Connected Mobility Services: Responsible for the co creation of the development and deployment of additional support use cases in the existing CCC framework.
  • Channel & Routing: continuous product support of the operational Channel & Routing landscape. Liaise between CCC organizations and IT in ensuring an optimal C&R environment for superior service delivery to our customers.
  • Automated Service Solutions: ensure the continuous refinement of chat and voice bots in the solution landscape.
  
  

Global CCC Strategy

Provide input for the continuous strategic development of the Mercedes-Benz CCC service products and ecosystem. Assist in the definition of business applications, products and processes and thereby ensuring qualitative service delivery to the Mercedes-Benz customers.

Business Continuity

Provide the Business Continuity framework for the Mercedes-Benz CAC Maastricht organization, in collaboration with our internal IT department and external partners

Business Process Management (BPM)

Accountable for the BPM blueprint and ensuring the definition of a roadmap to increase the maturity of our BPM standard.

• Finding a pragmatic way to improve on the current standard
• Ensuring guidance to the team to increase their BPM knowledge and help them increase their skills in this expertise area.

People Management

Lead, develop and inspire a team of 20+ inspired professionals.

Financial Management

Responsible for P&PM budget management in line with OC3 budget agreements. Manage cost optimization/reduction, fulfilment of business requirements, and business risk exposure. Ensure consistent financial planning and monitoring.

Requirements

Who are you?

• University degree in International Management, Marketing or comparable
• Proven experience in customer centric design
• Excellent analytic and strategic skills and problem solving capabilities
• Excellent knowledge of service-, quality-, and cost parameter steering in contact centers
• Excellent English language-, communication-, and negotiation skills (written and vocal)
• Experience in Product Management
• Significant leadership experiences in multicultural environments
• Ability to work under pressure
• Ideally knowledge of MB after sales, headquarters and retail processes
• Ability to coach and motivate people
• Extensive experience in contact center processes is a benefit

We offer

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), a non-contributory pension plan and a lease car are just some of the secondary benefits of working with us.

We have the possibility to offer a local+ or an expat contract.

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.

The procedure

Does this role fit your expectations for a new challenge, 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 respond to the vacancy until 30.05.2022.

For data privacy reasons we can only accept applications via the mentioned application process.

For more information about this vacancy please contact Manon Gosler-Bongaerts:

manon.gosler-bongaerts@mercedes-benz.com