Aufgaben
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Objectives
Ensure efficient and effective operation of Mercedes me Connect and Head Unit, and to provide seamless customer experience.
Main
Digital services rollout & operation: regional, dealer & customer support
1. Digital services rollout, relevant dealer process design, training and implementation
2. Provide daily operation support to dealers and customers, including enquiry handling, tickets feedback and customer complaint handling
3. Legal/compliance assurance, in cooperation with EA, compliance, legal and related BU to fulfill authority related requirements, develop business process and realize technical solution together with RD and IT, monitor the implementation
Operational support for digital features OTA to field cars
1. Dealer training and communication, process adaptation (if needed)
2. Personalized customer communication via Mercedes me app, in collaboration with PM, RD, MKT teams
3. Steer issue resolving, incl. collaboration model setup & process design, ticket resolving, issue escalation, etc
4. Customer compliant settlement in collaboration with CAM and CT
Digital services stability management and steering
1. Collaborate with RD, IT and relevant parties, monitor digital services end-to-end stability from service
activation, to usage, to purchase, to ensure best experience to customers
2. Daily and weekly review issue resolving quality and efficiency, timely feedback technical teams of frontline
issues, engage relevant technical teams to solve problems and long-pending tickets,
3. Create monthly report for performance tracking and management presentation, sync stability performance with QFS team
Team management support
Qualifikationen
- Bachelor / Master’s degree in Business Administration preferably with specialization in Management or Retail Operations
- 7 years above working experience
- Experience on premium brand/product operation is preferred
- IT or automobile industry experience is preferred
- Self-motivated and customer-oriented, and business expertise with logic thinking and creative mind-set
- Experience and business requirement gathering and interpretation skills
- Understanding of wholesale & retail processes in Automotive industry preferred
- Excellent communication skills to liaise with various parties effectively and appropriately, able to work with cross-functional and cross-cultural teams
- Ability to work autonomously, while also being able to communicate effectively and contribute as part of a team
