Process & Care Strategy (M/w/d) - Ingolstadt, Deutschland - MediaMarktSaturn

MediaMarktSaturn

Geprüftes Unternehmen

Ingolstadt, Deutschland

vor 4 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

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.

In close coordination with internal and external partners, you ensure smooth customer care operations and strategic development.

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