Customer Engagement Operations Specialist (f/m/d)

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

  • You support in the implementation of the European customer engagement center, systems, and interfaces, along with the support in required project management efforts
  • You develop tactical and achievable project plans and monitors the delivery against performance measures and milestones
  • You coordinate within the internal departments all related operational guidelines and requirements
  • You gather & develop the relevant documents for the creation of workflows, operating procedures and metrics for process improvement and assists with related communications
  • You develop operational guidelines and standard operating procedure manuals in collaboration with various work-streams
  • You manage the day-to-day operations together with the Customer Engagement Center, the Roadside Assistance provider & the internal departments as well as the legal entities
  • You develop reporting and steer KPIs
  • You communicate reports to all relevant streams and manage operational efficiency and effectiveness
  • You are responsible for operational reporting on defined periodical basis to all relevant streams and management levels
  • You define areas of improvement and align internally for future development plans based on the operational performance
  • You create and maintain comprehensive project documentation
  • You identify and manages resources, including cross-functional employees, to successfully execute project & steer operations

 

What you bring along

  • You have a bachelor’s degree or above in business, marketing, economics, telecom (or similar)
  • You have 1-2 years or above experience in Customer Operations, preferred in customer relationship management, call-center projects, or business development (or similar area)
  • You have proven experience in managing complex projects
  • You are knowledgeable about Customer Operations
  • You have experience with customer contact center world
  • You have solid organizational skills including attention to detail and multi-tasking skills
  • You are innovative & an out of the box thinker.
  • You have excellent analytical, organizational, and numeric skills with a results-oriented personality
  • You have the knowledge on project management principles including use of project management tools
  • You possess business Consulting skills and knowledge including problem-solving, negotiations, assessments, presentations, listening, influence decisions and researching
  • You can work independent and self-manage the daily activity
  • You have excellent written and oral communication skills in English. German or any other European language is a plus

 

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'll build a diverse and inclusive environment where you feel you belong to.

 

We empower you to have ownership over work that directly impacts business. Together with us, you move fast and learn even faster; we emphasize on people and diversity. Due to our really diverse team, we expressly welcome applications from people with disabilities.