Oorspronkelijke vacature omschrijving:

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center (CAC) 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 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 function

Where will you work?

The SIRIUS Product Management department are a highly motivated and dedicated team of senior specialist. They are jointly responsible for the business architecture, development and enablement of the CCC product and system landscape of Mercedes-Benz, with a focus on customer, agent and retail journey.

The team consists of a Business Architect, five Product Managers who responsible for the overall CCC business and system landscape with dedicated areas of focus, and Product Owners of dedicated teams within the Agile Release Train. The team collaborates with local and global MB colleagues, as well as global stakeholders, in an effort to enable the best service delivery solutions and through that a luxurious customer service experience.

As the Senior Product Manager SIRIUS Rollout & Engagement you actively drive and own the development and delivery of the Sirius ecosystem by supporting the SIRIUS Product Management community and specifically the Sirius Rollout Team.

This includes the following tasks and responsibilities :

• Leading role in developing and communicating the strategy, vision and roadmap of the Sirius ecosystem (aligned with the Mercedes-Benz, GSP and GSP/OC strategies), in collaboration with the other Product Managers, IT and Business Architects, as well as and Business Consultants of the individual service areas.
• Manage the feature pipeline and support the Agile Team SIRIUS Rollout in planning and developing those features.
• Central point of coordination for markets and regions in collaboration with the POs and Rollout Managers
• Work together with Portfolio management to ensure the continuous revision of the product roadmap and integration of new requirements from internal and external customers in the program backlog.
• Manage and prioritize the Sirius program backlog for the SIRIUS Rollout Team, including defining the content of releases through PI sessions.
• Take responsibility in ensuring that features in the backlog are clearly defined, complete and understood by the SRT Product Owners and the Agile Teams.
• Continuously engage with Epic Owners and Stakeholders to understand customer requirements and use this in the prioritization of the backlog and definition of features.
• Takes the lead (in collaboration with the other Product Managers) to organize and execute the Product Agile events within the responsibility of the PM.
• Works together with the Agile organization to identify impediments in the delivery of the SRT, and with Business Owners and stakeholders to remove these impediments.
• Drive the development and delivery of customer value by directly supporting the agile release train.
• Collaborate with other Product Managers and Product Owners in the continuous development of CCC services, including technological developments together with IT.
• Advisor to the Management Business Team and Board, providing input on continued development and refinement of the strategic landscape for GSP/OC.
• Communication, interaction and relationship building with stakeholders at all levels within and outside of the organization.

Requirements

Who are you?

• University degree/Academic level of thinking
• At least 3 years of (informal) leadership experience
• Strong stakeholder management and team working skills; able to motivate and make
• Intercultural understanding, able to work with people from different backgrounds
• Customer-centric mindset
• Result-driven with strong self-management skills and a strong ability to operate cross-functionally
• Dynamic-minded 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.)
• Experience with Agile methodologies is a plus, specifically in a Product Management role
• 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
• Advanced time management skills
• Excellent English written and verbal communication skills

We offer

What do we have to 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 develop.

Furthermore, a health insurance at discount rate, 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.

The procedure

#BePartOfUs

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.

For data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Sandra Besseling:

sandra.besseling_nies@mercedes-benz.com

Until 14 August Sandra will be on holiday. She will answer your questions after her return