Process & Care Strategy (M/w/d) - Ingolstadt, Deutschland - MediaMarktSaturn
Beschreibung
Your Tasks:
- You are responsible for definition of the OneCare process blueprint (countries, vendors & holding) to enable the OneCare operating model
- Together with the leadership team you act as the customer's ambassador (M/F/d) to make WoW moments tangible for our customers
- The customer and customer satisfaction are the focus of your work
- You support the team to successfully implement the global care & CX strategy across 13 European countries
- You lead the continuous development and optimization of all customer processes in 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 & innovation)
- You drive scalable, customeroriented processes, structures, and ways of thinking to enable the best possible performance
Your Profile:
- You have a university degree in business administration/international management or a comparable course and ideally experience in CX, Contact Centre, Customer Service
- You have a real passion for process mapping and structuring, customer needs and proven success in implementing sustainable, customeroriented processes and measures in complex corporate structures
- You can manage complexity and change very well
- You have strong analytical skills and work in a datadriven manner
- Experience with Oracle Service Cloud is a plus
- Experience in an international role and/or within the MMS organisation are a plus
- Your language skills are English business fluent (mandatory) and German (advantage)
About Us:
As Expert Processes (M/F/d) within the global Customer Care team, you will be the customer's central ambassador in the organization.
You work in the field of tension between customer and countries/operations: You define a process blueprint for OneCare and passionately carry them into the country organizations and manage their implementation together with the global Vendor management.
Additional Benefits:
Job Infos:
Location:
Ingolstadt
MediaMarktSaturn Marketing
Department:
HQ - Marketing & Communication
Entrylevel:
Professional Level
Type of Employement:
Full Time
Working Hours: 37,5
Persona:
Job Requisition HQ Employee
Recruiter:
Jana Schröer
Recruiter:
Jana Schröer
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