Senior Specialist Forecast and Planning Global
vor 4 Wochen
**Your Tasks**:
- The customer and customer satisfaction are the focus of your work
- Together with the team you are responsible for the successful implementation of global care strategy in all MediaMarktSaturn countries
- You are the main responsible for strategical forecasting and yearly budget planning for the outsourced Customer Care operations across the 11 European countries
- You are responsible for the operative, tactical monthly forecasting for the outsourced Customer Care operations across all MediaMarktSaturn countries
- You are the main responsible to validate the new resource planning for the outsourcer and monitor the recruitment process at the outsourcers for all MediaMarktSaturn countries
- You are validating the workforce planning of the outsourcing partners for the MediaMarktSaturn countries You will advise the countries on strategic and operational developments in customer care, and you manage their expectations towards global customer care
- You always keep an eye on changes in the market and competition and thus continuously develop the customer care concept using best practices (digitization & automation) and relevant KPIs (NPS, CSAT, FCRR) as part of a balanced scorecard
- You drive scalable, customer-oriented processes, structures, and ways of thinking to enable the best possible performance
- Besides the customer care team, you work closely with stakeholders from the areas of customer experience and operational excellence across all countries to achieve improvements in the interest of the customer
- You report to and align with the leadership team, peers and senior stakeholders to achieve improvements and create the best possible customer care experience
- Together with the team and internal/external partners, you act as the customer's ambassador to make WoW moments tangible for our customers
**Your Profile**:
- You have a university degree in business administration/international management or a comparable course and at least several years of professional experience in a similar position in customer service
- Experience in Customer Service Workforce Management and Forecasting
- English business fluent
- Speaking of any other languages of the 11 MMS Countries would be a plus
- You have strong analytical skills and work in a data-driven manner
- You have a real passion for customer needs and proven success in implementing sustainable, customer-oriented measures in complex corporate structures
- You are a strong Leader (M/F/d) with positive energy and team spirit
- You have experience in addressing blockages at all levels transparently and appreciatively, in developing pragmatic solution proposals and in implementing necessary changes with confidence
- You have proven expertise in service management processes, technologies in the field of service management and service automation
- You bring proven skills in interface management and effective collaboration and communication with different stakeholders
- Experience in an international role is a plus
**About Us**:
Als Teil der globalen Kundenbetreuung bist du der zentrale Botschafter des Kunden im Unternehmen. In enger Zusammenarbeit mit internen und externen Partnern sorgst du für einen reibungslosen Ablauf der Kundenbetreuung. Du ermöglichst die erfolgreiche Einführung von OneCare in den Regionen und leitest den Betrieb danach. Du erstellst Berichte und Aktionspläne zu relevanten Leistungs
- und Qualitäts-KPIs sowie Kundeneinblicke für die Organisation und das Top-Management. Du arbeitest im Spannungsfeld zwischen Kunden, Anbietern und Ländern/Betrieben. Du identifizierst datenbasierte Optimierungspotenziale und trägst sie mit Leidenschaft zu den Geschäftspartnern und der Länderorganisation und steuerst ihre Umsetzung.
**Additional Benefits**:
**Job Infos**:
Location: Ingolstadt
MediaMarktSaturn Retail Group
Department: HQ - Customer Experience & Customer Care
Entrylevel: Professional Level
Type of Employement: Full Time
Working Hours: 37,5
Persona: Job Requisition HQ Employee
Recruiter: Timo-Kristoffer Scheffen
Recruiter: Timo-Kristoffer Scheffen
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