Senior Specialist, Customer Journey

vor 3 Monaten


LeinfeldenEchterdingen, Deutschland smart Automobile Vollzeit

We are the brand for forward-thinkers. We celebrate challenging conventions and shaping the future of electric mobility. We focus on the essentials to bring perfection to customers. We make urban life more enjoyable and entertain our customers with new impulses.

Ever since smart exists, we rewrite the automotive industry’s rulebook. In the 1990s, we undermined the predominant philosophy of ‘bigger is better’ and designed a revolutionary car. Since 2020 we are the first car enterprise that switched to 100% electric We aim to transform into a leading player in urban premium, electric & connected mobility provider.

Are you a forward thinker too? **Then join us now**

**About the Job**

In your role as “Senior Specialist Customer Journey” you will be responsible for designing, implementing, and monitoring our Customer Journey:
**Your responsibilities**
- You will drive smart Europe towards digitalized and lean processes through designing and enhancing smart Europe’s Aftersales Customer Journey
- You will ensure a frictionless customer Journey through an End-to-end integration of smart workshops and interface to their Dealer management system
- You will work closely with the technology teams to ensure a seamless brand, customer and Aftersales experience with the technology stack and channels we are using (e.g. APP, WebAPP, CarUI) or a self-service interface
- You will design and develop a Customer feedback concept and use the Voice of Customer (VoC) and other relevant KPIs to gauge how the journey is performing on customer experience performance parameters
- You will liaise with internal teams such as customer engagement, marketing, product development, account management, etc. to ensure that gaps in the customer experience - irrespective of where they occur in the journey - are plugged
- You will ensure knowledge management throughout the Aftersales Area in order to master the Customer Journey
- You are part of an agile, cross-functional team

**What you bring along**
- You have a business related degree or a comparable qualification
- You bring 3+ years of Workshop Processes, Digital Transformation or Process Development in the Automotive industry (ideally in a start-up environment)
- You bring knowledge of after-sales and/or workshop processes in the automotive industry
- You have an independent, goal-oriented and well-structured way of working, with excellent analytical skills and a structured way of thinking
- You love working in a complex, dynamic and international environment with an agile culture
- You have excellent verbal and written communication skills in English (German, Mandarin or other European language is a plus)
- You are willing to travel as part of your job to get into direct exchange with the markets.

We're building a workplace where amazing people like you can do their best work. Together with us, you enjoy the agile working atmosphere with cross-European responsibilities.

We're creating a culture where personal and professional growth are as important as business growth. Together with us, you'll build a diverse and inclusive environment where you feel you belong to.


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