Manager Market Management

The Manager Market Management leads a diverse team that steers Customer Services performance across smart EU markets through KPI-based indirect market management. The role defines and applies performance levers, translates market feedback into improvement initiatives, and acts as the central Customer Services Single Point of Contact (SPOC) for Mercedes-Benz AG and smart local entities. The role owns the successful delivery of Customer Services launches and strategic initiatives and steers marketing activities to strengthen Customer Services as a key brand pillar across Europe. 

Main Tasks:

Market Management  

• Define, steer, and continuously improve Customer Services Market Management across EU markets using KPI-based indirect steering models. 
• Steer the cooperation with Mercedes-Benz AG to ensure smooth operational support, cooperation and improvement within the contractional framework.   
• Design and apply performance levers, including KPIs, spare parts discount structures, and targeted marketing actions, to influence and optimize market performance. 
• Ensure data-driven performance optimization by systematically collecting market feedback across all contact channels and translating insights into improvement initiatives in line with existing contractual frameworks. 
• Maintain performance metrics, analyze trends, and implement continuous improvement measures in close collaboration with European regions and smart EU local entities. 
• Provide governance and enablement by leading the Customer Services Single Point of Contact (SPOC), ensuring effective support, clear processes, and scalable operating models for markets. 
• Steer collaboration with Mercedes-Benz AG to ensure smooth operational support, effective cooperation, and continuous improvement within the contractual framework. 
• Support the development and implementation of customer service products and programs to ensure market fit and enhance communication, transparency, and collaboration with markets and retailers. Ensure a close cooperation between internal smart EU teams and markets.  
• Develop pragmatic and sustainable solutions in a dynamic, multicultural environment, leveraging best practices from internal experience and external market benchmarks. 

Launch Management 

• Own and manage the successful launch of new customer services products, programs and systems as well as market entries by defining timelines, coordinating cross-functional stakeholders, and monitoring execution.  
• Structure, steer, and deliver strategic initiatives derived from Market Management operations, ensuring timely completion within defined scope and timeline. 

Marketing 

• Steer Customer Services marketing activities, including the positioning and development of the function as a strong brand pillar, in close collaboration with smart HQ and EU Marketing teams. 
• Define, align, and manage the annual Customer Services marketing plan and budget in coordination with Mercedes-Benz. 
• Ensure optimal allocation and effective use of the customer services marketing budget across channels and initiatives to maximize business impact and return on investment. 

Qoalifications: