Guest Experience Manager

vor 2 Monaten

Essen, Nordrhein-Westfalen, Deutschland E Drive GmbH Vollzeit
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Guest Experience Manager at E Drive GmbH. As a key member of our organization, you will be responsible for ensuring a positive customer experience when charging in our high-performance charging network.

Key Responsibilities
  • Steer the First Level Customer Service: Ensure a seamless customer experience by managing the first level customer service for our Network Operating Centre (NOC).
  • Performance Management: Collaborate with external and internal service center service providers to track KPIs and initiate measures to address deviations.
  • Process Improvement: Define end-to-end processes within our NOC to ensure smooth collaboration between the 1st, 2nd, and 3rd level service organization.
  • Service Quality Enhancement: Contribute to the continuous improvement of our service quality and operational excellence.
  • Business Growth: Support the growth of our eMobility business by identifying opportunities for improvement and implementing effective solutions.
Requirements
  • Education: University degree with a focus on electrical engineering, business, or a comparable professional training.
  • Experience: Several years of experience in the eMobility industry or customer services industry, with a strong background in process improvements and customer service organization steering.
  • Skills: Excellent communication and negotiation skills in English, with the ability to problem-solve and prioritize workload collaboratively within the team.
  • Attitude: A can-do attitude with a willingness to contribute to a new business area and adapt to changing circumstances.
What We Offer
  • Flexibility: Hybrid work model with flexible working times, sabbatical, or additional vacation opportunities to maintain a great work-life balance.
  • Working from Abroad: Up to 20 days in the European economic area.
  • Flat Hierarchies: Interdisciplinary and cooperative working style providing room for own ideas.
  • Modern Work Environment: Opportunities for lifelong learning, working with the newest technology, and state-of-the-art trainings.
  • Family Service Support: Services in the areas of childcare, holiday care, nursing support, or everyday assistance.
  • Nutrition & Health: Wide selection of fresh meals and drinks in our subsidized bistro and canteen, as well as various health offers.
  • Corporate Benefits: Employee share program, pension scheme, employee discounts, special insurances, and more.
  • A Central Location: Very good public transport connection, free parking, and charging points for e-vehicles.
  • Individual Mobility: Private car and bicycle leasing.

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