Senior Specialist Customer Services Products Development (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

• Develop comprehensive business cases and profitability assessments for customer service products and services like extended warranty, service contracts and digital products
• Conduct competitor analysis, market benchmarking, and industry trend monitoring to identify business opportunities and risks
• Analyze financial performance, revenue streams, and cost structures to support strategic decision-making for customer service products and services
• Drive supplier partnerships and negotiations to ensure the delivery of high-quality, customer-centric products that enhance customer value and satisfaction
• Work closely with IT teams to define business requirements, refine solutions, and support the successful implementation of system developments
• Prepare management reports, performance dashboards, and executive presentations with actionable business insights
• Develop, evaluate, and optimize customer-centric products, services, and retention programs that enhance customer loyalty, increase retention rates, and drive sustainable aftersales revenue growth
• Analyze and optimize claiming and reimbursement processes to improve efficiency and profitability
• Collaborate with cross-functional teams to develop and implement customer service growth strategies and operational improvement initiatives
• Identify process gaps and drive continuous improvement projects using innovative and out-of-the-box approaches

What you bring along 

• You have a degree in business management, business administration, business informatics or a comparable qualification
• You have 3+ years of experience working in strategy & business development, preferably in the automotive industry or at a leading consultancy firm
• A start-up environment in the automotive industry is also considered good experience
• Good understanding of AI tools and technologies and their potential business applications
• You have an independent, goal-oriented and organized way of working, with excellent analytical skills and a structured way of thinking
• You have a high affinity for the automotive industry, especially for electric mobility, combined with extensive knowledge of the automotive market, market segments and competitors
• Excellent understanding and grasp of Microsoft office and teams programs
• You love working in a dynamic, fast paced and international environment with an agile way of working
• Excellent English communication skills. Proficiency in an additional European language or Mandarin is considered an advantage
• You have good time management skills and can effectively manage multiple priorities with changing deadlines

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!