The Mercedes-Benz Customer Assistance Center Maastricht is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers.
42 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.
Within the department “Global Contact Center Management”, the (Senior) Business Consultant is part of the team “Business Development & Digitalization”. The team is responsible for acquiring new business opportunities (reactive or proactive) with several stakeholders in the Daimler organization and manage the implementation of these new businesses at CAC Maastricht or other Mercedes-Benz Customer Contact Centers worldwide.
In this role, you will manage projects with medium to high complexity, 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 Mercedes-Benz. As a key contact for new business development you 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.
• Proactively initiate and evaluate new business opportunities within Daimler as an ambassador of the CAc
• Identify opportunities to expand the CCC business portfolio (for this specific position: more Sales related topics) within a Contact Center environment
• Ensure the roll-out of strategic projects (medium to high complexity) and associated change management till a successful handover to line business is guaranteed
• Prepare project templates (according to the Houston standard and in alignment with the Project Management Office) to ensure acceptance and alignment of all stakeholders involved
• Communicate project timelines to internal and external stakeholders and ensure adherence to milestones and assigned tasks
• Enable fact-based decision making by creating transparency through e.g. providing different scenarios for feasibility evaluation
• 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)
• Manage & execute standardized updates and ad-hoc analysis on project status
• Prepare solutions and contribute to the facilitation of decisions by structuring/analyzing data and deriving the respective recommendations.
• University degree/Academic level of working and thinking
• At least 5 years professional experience in a similar role, preferably in the contact center environment and in sales related topics
• Motivated to work in a multicultural environment within the Daimler group
• Enthusiastic about the automotive industry and executing functional strategies that support the CAC and its satellites in its vision to act as passionate and customer-oriented brand ambassador on behalf of Daimler
• Result-driven with strong self-management skills and a strong ability to operate cross-functionally in order to lead projects with end-to-end responsibility.
• 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
• Dynamic-minded and flexible to develop innovative concepts to react to frequently changing customer requirements
• Empathetic in working with different personalities
• Advanced time management skills
• Self-driven to develop professionally and willing to go the extra mile for the success of the team.
• Excellent English written and verbal communication skills (German is a plus)
• Extensive knowledge of Microsoft Office
• Affinity with Mercedes-Benz (vehicles & technologies)
• Willingness to travel for work (also long-distance) when required
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.
Furthermore, a collective health insurance at discounted rates, development opportunities, a result-oriented 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.
Does this role fit your expectations for a new challenge, then 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 October 20, 2020.
For more information about this vacancy please contact Manon Gosler-Bongaerts: manon.gosler-bongaerts@daimler.com
Please follow the application process described in the vacancy text. For privacy reasons we cannot accept your application by email.