Point of Sales (POS) Customer Journey 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!

About the Job

We’re looking for a Point of Sales (PoS) Customer Journey Specialist who is passionate about tracking and improving customer journeys across omnichannel platforms, devices, and touchpoints (online & offline). The successful candidate will be part of the Customer Experience team (CX) and will be responsible for smart Europe’s Agent Dashboard (ADB) and related eCommerce/Sales processes.

As a PoS Customer Journey Specialist, your focus is to enable exceptional customer experience for all customer groups (B2C / SME / B2B) across ‘digital touchpoints’ focusing on the agent interface (full scope of order-to-delivery processes).

Responsibilities

• You ensure the CX Strategies are aligned to the company’s larger marketing and sales goals and outcomes
• You work cross-functionally with many teams to create a harmonised customer journey online (e-commerce) and offline (agent/dealerships) using existing components and processes
• You’re in charge of aligning blueprint processes and collecting requirements for the (PoS) with our smart ADB and its connections to interlinked system and processes
• You will ensure an excellent customer experience from purchase to delivery and from product offering to return to customer support
• You will ensure an excellent customer experience in our showrooms, test drives and subsequent processes
• You proactively identify the gaps or concerns customers may come across in their journey and alleviate the chances of such occurrences
• You propose process improvements and formulate channel features within the risk, legislation and regulatory frameworks
• You align training concepts for new processes/software developments and hold "train the trainer" sessions with those responsible for agent training

Requirements

• You have a business related degree or a comparable education/qualification/experience
• You have proven experience in European market management, preferred in an eCommerce and/or sales related area
• You bring 3+ years of experience creating customer journeys based on purchasing data
• You have a track record in identifying ways to improve customer journeys and driving overall business growth
• You have excellent verbal and written communication skills in English (German or other European language is a plus)
• You bring strong analytical skills and ability to interpret and communicate data to uncover customer insights
• You bring experience and passion for managing digital product inventory
• You are interested in how our world (and customers) evolve and translate this into the continuous improvement of our processes and eCommerce channels
• You have knowledge of relevant technology stack (e.g. APP, WebAPP, CarUI) or a self-service interface

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.