Senior Specialist Customer Quality

Job description:

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

Your responsibilities

In your role as "Senior Specialist Customer Quality" you will be responsible for designing, implementing, and monitoring our Customer Journey:In your role as "Senior Specialist Retailer Journey" you will be responsible for designing, implementing, and monitoring our Retailer Journey:

• You will drive smart Europe towards digitalized and lean processes through designing and continuously improving smart Europe's Customer Services Retailer Journey Experience
• You will ensure a frictionless retailerJourney for both authorized and independent Retail, as well as Data Resellers through an End-to-end integration of smart workshops and experience towards the ordering, assignment and usage of Customer Services systemsinterface to smart Systems
• You will work closely with the technology teams to ensure a seamless brand, retailer steer requirements implementation, testing and Customer Serivces go-live to enhance the Retailers experience with the technology stack and channels we are using (e.g. Service Execution Desk).
• You will design and develop a Retailer feedback concept and use our internal dashboards BI-based and other relevant KPIs to gauge how the journey is performing on Retailer experience performance parameters.
• You will liaise with internal teams such as finance, IT, marketing, accounting, controlling, IT, market management etc. to ensure that gaps in the retailer experience - irrespective of where they occur in the journey - are plugged.
• You will ensure knowledge management throughout the Customer Services Area in order to master the Retailer Journey
• You are part of an agile, cross-functional team

What you bring along

• You have a degree in Business processes, Business Development, Business Informatics or comparable degree
• You have professional experience in Digital transformation or Digital Channels; Digital transformation in automotive or retail is a plus (3+ years)
• Preferably, experience with international and diverse cross-cultural environment ideally gained within the automotive sector (+2 years)
• You are familiar with after-sales processes in the automotive industry
• You have a strong Knowledge of after-sales business, related KPI's and workflow processes
• You have an independent, goal-oriented and well-structured way of working, with excellent analytical skills and a structured way of thinking
• You are faimilar with agile development framework and steering of IT development projects from Business perspective
• You have a high affinity for the automotive industry, especially for electric mobility, and have extensive knowledge of the automotive market, market segments and competitors
• You are equipped with pioneering spirit: challenge status quo, strive for innovation, active and creative exploration.
• You love working in a complex, dynamic and international environment with an agile culture.
• Your English is perfect (fluent in a second European language or Mandarin is a plus).
• You have a solid knowledge oriented to process automation, advanced MS-Office skills (e.g. Excel, Project), collaboration tools (e.g. Confluence, Jira), familiar with Business intelligence tools and understanding/ handling for application in the area of responsibility.
• You respond calmly in stressful situations and effectively manage multiple priorities & shorter deadlines.
• 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 will build a diverse and inclusive environment where you feel you belong to.

We empower you to have ownership over work