Senior Specialist Customer Engagement Strategy & Special Projects - CES/CS (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 role

The Customer Engagement unit is responsible for developing and managing the Customer Engagement Center and its related customer interaction channels. The Senior Specialist Customer Engagement Strategy & Special Projects supports the strategic and operational development of Customer Engagement solutions, with responsibility for mobility services, digital self-service solutions, emergency services, operational processes, systems, supplier management, and cross-functional projects.

Your responsibilities

Roadside Assistance (RSA)

• Develop and maintain systems and integrations with third-party service providers
• Develop and maintain processes for third-party service providers to meet smart's Statement of Work (SOW) requirements
• Maintain commercial aspects of the contract, including renewals, enhancements, and pricing
• Oversee day-to-day operations of breakdown cases, auditing quality and providing support on edge cases
• Develop and maintain knowledge base content for the Customer Engagement Center to ensure customer satisfaction and smooth operations
• Process claims for completed RSA cases
• Coordinate with third-party key account managers to ensure quality and continuous improvement

Chatbot & Voicebot / Digital Self-Service

• Design the scope of smart's chat and voice bots to meet business needs
• Develop and maintain a knowledge base for the implementation team to use for content
• Strategically plan self-service capabilities, develop requirements, and oversee development through delivery, including cross-department and cross-market testing
• Monitor data to continuously improve technology and content
• Project manage integration initiatives between service providers and smart

Emergency Call (eCall) and Stolen Vehicle Tracking (SVT)

• Maintain and improve services provided
• Support R&D EU in testing through coordination with third-party service providers
• Support R&D in developing features to meet homologation requirements and EU regulations
• Monitor data to ensure service delivery aligns with contract scope
• Develop and maintain knowledge base content for the Customer Engagement Center to support customer inquiries and complaints

Project Management & Customer Engagement Strategy

• Procure services and products within the scope of Customer Engagement Solutions, from raising PR/POs through reporting on spend to controlling
• Support CES management in setting budgets for the fiscal year
• Develop and maintain Customer Engagement Center processes and systems
• Lead department cross-functional projects (e.g., KYC program, self-services, and automations)
• Business owner of the smart AI case handler, ensuring continuous improvement and development
• Support department strategy planning and PMO reporting

Mobility Services

• Develop and maintain Mobility processes, guidelines, and the Mobility Handbook for retailers
• Manage retailer escalations and operational inquiries
• Develop and maintain knowledge content supporting Mobility-related customer interactions
• Audit claims and reimbursement requests for quality, accuracy, and compliance
• Coordinate monthly reimbursement processes with HQ
• Coordinate with internal and external counterparts on operational topics and continuous improvement initiatives

What you bring along

• Strong understanding of customer operations, mobility services, and customer engagement processes
• Experience working with CRM, Customer Engagement, chatbot/voicebot, IVR, and related technology platforms
• Strong project management and stakeholder management skills
• Ability to independently manage ambiguous and cross-functional topics
• Strong analytical and problem-solving capabilities
• Experience with procurement, budgeting, and supplier management is needed
• Excellent communication skills in an international environment
• Fluent English; additional European languages are advantageous

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 will build a diverse and inclusive environment where you feel you belong to.
 
We empower you to have ownership over work!