Customer Feedback - Stuttgart, Deutschland - Mercedes-Benz AG

Mercedes-Benz AG

Geprüftes Unternehmen

Stuttgart, Deutschland

vor 1 Woche

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Aufgaben:

Mercedes-Benz is known for delivering luxury products and services for generations. However, the world is changing rapidly.

Besides the more sophisticated, standardized and innovative technology that powers our customers' experience the voice of customer and customer rating measurements ensure the fulfilment of Customer Experience along all touchpoints within the Customer Journey.

The 5 Star Rater is our unified, standardized and cost efficient customer satisfaction survey & dealer performance management within PC and Vans for Sales and Customer Services and covers the most important retail touchpoints. It is already rolled-out in more than 60 markets.

By establishing a governance function in 2021, we ensure the ongoing success of the project in the running phase by increasing efficiency and setting the future direction of Customer Satisfaction surveys within Mercedes-Benz.

Therefore, additionally to the cross-BU and cross-regional working group, the
global governance was established to
lead the transition and to
define the future direction of customer feedback products .

The global governance function focus on
defining and implementing the organizational and operational structure and a common target picture .

For our highly skilled and motivated team we seek a specialist for the global governance function who is as passionate as we are.

You will work in an international and cross-functional team and will lead the global 5 Star Rater Governance which comprises
the following tasks:

Ensuring an efficient
internal and external collaboration model: steering of the cross-BU and cross-regional 5 Star Rater working group & strong integration management with all relevant stakeholders
Driving and tracking of defined implementations/working packages
Definition of
standard processes e.g. for change requests from markets/regions/HQ
Global governance & contact person for the
central procurement contract for running costs as well as change scopes
Clarification of overall projectrelated topics, e.g. IT, legal/data, procurement
Definition of an
overall strategy in context of customer centricity aspects

-
Further development based on the strategic direction of the
survey, communication channels, platform and analyses

Preparation, moderation and followup of committees and meetings
And of course, proactively shaping your area of responsibility, bringing in your ideas and improving methods, ways of working, etc.

Qualifikationen:

What you bring to the table:

**Your professional skills: - Completed studies in business administration / economics or comparable qualification

Profound experience in project and program management
Profound experience in customer insight topics and analysis of customer data
Additional skills in technologies and methods regarding customer surveys preferable
Strong professional network within Marketing & Sales at Mercedes-Benz Cars and reliable knowledge of organization and working models
Confident handling of MS Office (Teams, Outlook, PowerPoint, Excel, Word, OneNote)
Business fluent in German and English

**Your personal skills: **- Strong customer-centric mindset

Outstanding communication and integration skills (interface with global and regional departments)
Proactive selfstarter mentality, outofthe box thinking, openness
Resilience and ability to deal with pressure
Highly skilled in strategical, interdisciplinary thinking and conceptual competence
Well organized and structured working methods

Additional information:

It is a permanent position.