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. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans. 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”.
Within the department “Global Contact Center Management”, the Senior Product Manager/Business Consultant II Customer Service (CS) is part of the team “New Business & Product Management CS/S24h”. The Product Management Customer Service is responsible for the service design and evolution of the customer care use cases of enquiry and complaint management. It is an internal line function for strategic CCC development and acts as a controlling function coordinating all stakeholders to satisfy end-user customers and Daimler internal customers by driving the Mercedes of Service in Daimler’s contact center roles for Enquiry and Complaint.
The Senior Product Manager supports the Business Coordinator, together with a Junior Product Manager.
• Determine focus topics in cooperation with the Business Coordinator and Manager New Business & Product Management
• Collaboration with GSP colleagues from other areas to define tactical and strategical measures to evolve Customer Service
• Facilitation and moderation of workshop groups with internal and external participants
• Preparation of documentation and meeting minutes
• Liaise with Operations functions internationally to identify service bottlenecks and needs for functional improvement
• Read and structure data and research in order to identify trends and derive resultant measures
• Define concepts for defined focus topics and identified bottlenecks (of complex nature) in a variety of project formats including being the project lead
• Conduct operational market research and benchmark service offers and performance against internal expectations and external competitors
• Deliver presentations to large and small groups concerning the subject matter
• Negotiate and mediate stakeholder interests to ensure progress
• Prioritize the customer experience in service delivery
• University degree/Academic level of thinking
• Minimum 3 years experience in a Customer Contact Center environment, preferable in a multicultural environment
• Strong (informal) leadership skills & team player
• Experience in project management and operational process management
• Working experience in a multicultural environment
• Understanding the full scope of customer and retail contact management (processes, systems, KPIs & reporting, etc.)
• Conceptual and analytical thinking
• Able to create innovative solutions to problems
• Ability to interact with a large variety of stakeholders from different levels in the organization
• Self-driven to develop professionally and willing to go the extra mile for the success of the team.
• Knowledge/certification in terms of project management methodologies is a plus
• 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 when required
We offer you a job in a multicultural, dynamic and informal international working environment with interesting conditions, both primary and secondary
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs
• Competitive performance based salary growth
• Holiday allowance: 8% of annual salary
• 200 vacation hours (based on full time employment)
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Employee Car Program: discount on new or used Daimler brand cars
Does this role fits 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 June 10th, 2019.
For more information about this vacancy please contact Manon Gosler-Bongaerts by email: manon.gosler-bongaerts@daimler.com