Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center in Maastricht 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 inquiries 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”.

Within the department “Global Contact Center Management”, the Senior Product Manager Customer Service (CS) is part of the team “Product and Process Management”. The function Product Management CS is responsible to continuously develop, implement and improve a product strategy for the domain of Complaint and Enquiry Management (After-Sales) with the goal of improving customer satisfaction and experience. In addition, the focus is on the continued alignment of the different after-sales domains as well as the sales area and Customer Contact Center (CCC) activities overall, towards a holistic service concept.

In order to do so, the Senior Product Manager is expected to build up a network and proactively engage with relevant stakeholders within the Mercedes-Benz AG organization, as well as at our regional and national subsidiaries and partners. In close collaboration with the other Product Managers, Product Owners and Business Developers within the “Product and Process Management” department, the Senior Product Manager ensures that all developments are integrated in the overall Mercedes-Benz CCC vision and strategy.

What it is like to be part of the team:

“Apart from the work to be done, there are also lots of moments for fun and humor. There is team diversity and a high level of commitment and professionalism towards the job.”

“Trying to create structure in a constantly changing environment while dealing with a variety of topics, stakeholders and business interests are what keeps this job interesting and challenging.”

“To work in this department and team means to be committed to bring out the best in you and be truly a team player.”

The function

The Senior Product Manager is responsible to:

• Take ownership of the product and bring to life futureproof developments that benefit regional or global product service delivery.
• Develop a network of relevant stakeholders within the CS domain and beyond, as well as across hierarchical levels in the stakeholder organizations.
• Proactively initiate and evaluate development opportunities within Mercedes-Benz and be a partner to HQ, Regional and Market counterparts in realizing functional CCC formats.
• Review running operations and evaluate iterative improvement potentials in close cooperation with subject matter experts across departments and entities.
• Ensure the roll-out of strategic projects and associated change management till a successful handover to line business is guaranteed
• 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 Headquarters (HQ)
• Prepare solutions and contribute to the facilitation of decisions by structuring/analyzing data and deriving the respective recommendations.
• Collaborate with other Product Managers and Product Owners in the continuous development of CCC services, including technological developments together with IT.

Requirements

• University degree/Academic level of thinking
• Minimum 5 years experience in a product management role or in a CCC development role.
• Strong (informal) leadership skills & team player
• Intercultural understanding, able to work with people from different backgrounds, as well as an appreciation of our multicultural and diverse business environment
• Enthusiastic about the automotive industry, Mercedes-Benz and our products as well the domain of Customer Support overall
• 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
• Creative and flexible to develop innovative concepts to react to frequently changing customer requirements as well as relevant global or regional strategies
• Understanding the full scope of customer and retail contact management (processes, systems, KPIs & reporting, etc.)
• Conceptual and analytical thinking
• 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, Scrum, SAFe, or other tools and methodologies embracing agility is a plus
• Excellent English written and verbal communication skills (German is a plus, but not a requirement)
• Extensive knowledge of Microsoft Office
• Willingness to travel when required

We offer

What do we offer?

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 get support and develop.

Furthermore, a collective health insurance at discounted rates, 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 travelling 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.

Working hours

This position is on a fulltime basis (40 hours per week) from Monday to Friday.

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. The application period ends on September 23rd, 2021.

For more information about this vacancy please contact Manon Gosler via:

manon.gosler-bongaerts@daimler.com