Senior Specialist Retailer Journey (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!

Objective of job

The Senior Specialist Retailer Journey has a concrete understanding of Retailer Experience, as well as the workshop process, and provides smart retailers with processes and communication channels that ensure seamless experience over their journey with Aftersales. The responsibilities of this role is to act as a business owner for the system Service Execution Desk, that enables authorized Partners, Independent Partners as well as Data Resellers to purchase Licenses to access smart System landscape. In this function the role acts closely with IT and 3rd parties, as well as collaboration on business requirements and their implementation.  

Your Responsibilities

Ramp Up Activity & Systems Portfolio coordination

• Develop solutions in a very dynamic environment between different cultures and mind-sets.
• Establish and steer task force groups for specific retailer journey topics.
• Apply best practices coming from own experience and market competitors.
• Support the development and set up of an appropriate license purchase journey
• Systems portfolio timelines project coordination to ensure an E2E stable experience for retailers

Concept Development & Implementation

• Identify and map all steps in retailer journey throughout the workshop to identify the gaps in retailer experience across all touchpoints, for all kinds of retailer interactions, transactions, and engagements – from license purchase, over to bonus model implementation to retailer steering
• Creation of dedicated IT Business Requirements (IBR) to translate the business need into tech development
• Steering Refinement session as well as User Acceptance Tests (UATs) and Real Money Tests (RMTs)
• Coordination of General Distributors Tech requirements
• Collect, track, and analyze customer feedback and suggest improvements based on the insights gathered via internally developed BI dashboards and other relevant KPIs to gauge how the journey is performing on retailer experience performance parameters.
• Liaise with internal teams such as finance, IT, technical support, service engeneeering, marketing, accounting, controlling, IT, market management etc. to ensure that gaps in the retailer experience - irrespective of where they occur in the journey - are plugged.
• Work with the technology teams to ensure a seamless brand, customer and Aftersales experience with the technology stack and channels we are using or a self-service interface.Work with the technology teams to ensure a seamless brand, customer and Aftersales experience with the technology stack and channels we are using (e.g SED)

Operational support & Digitalization of Workshop process

• Continuous systems improvement trying to anticipate market needs and to facilitate the E2E retailers daily operations
• On-demand requirements collection
• Supporting technical development for RMI business initiatives
• Escalation support for ITOPS tickets
• Main counterpart for retailers inquiries not answered by L1 support and escalated via ticketing system
• Steer and Align with Strategy and Launch Management on the launch letter preparation and any other retailer communication guides
• Define and establish digitalized and lean workshop processes to create exceptional retailer experience for smart customers across all touchpoints and at all stages of the retailer journey with Aftersales.
• Employ a “data driven” approach, build tools, abilities and workshop processes that act on data, to enable smart Retailers to increase efficiency and ensure their seamless experience with Aftersales systems and processes.

What you bring along

Education

• University degree in Business processes, Business Development, Business Informatics or comparable degree

Professional Experience

• Distinctive operative experience in Aftersales area for customer management and steering or workshop management (5+ years)
• You have professional experience in Digital transformation or Digital Channels; Digital transformation in automotive or retail is a plus (3+ years)
• Preferably, experience with international and diverse cross-cultural environment ideally gained within the automotive sector (+2 years) 

Knowledge / Functional Expertise

• Broad Knowledge of workshop processes, systems and creating Retailer journey
• Knowledge of Aftersales business, related KPI’s and workflow processes  
• Basic Automotive technical Know-How, preferably with electrical vehicles
• Big data knowledge, oriented to process automation, advanced MS-Office skills (e.g. Excel, Project), collaboration tools (e.g. Confluence, Jira), familiar with Business intelligence tools and understanding/ handling for application in the area of responsibility.

Key Competencies / Soft Skills

• Self-driven and self-starter who can work independently and cross-functionally
• Strong analytical skills and the ability to interpret and communicate data to uncover customer insights and create new business opportunities
• Excellent organization skills (ability to manage multiple tasks) as well as social organizational skills, with strong intercultural competence
• Strong commitment and positive work ethic in order to deliver results within tight deadlines and in demanding situations
• Very good English skills, ideally also fluent in a second European language
• Excellent verbal and written communication skills, including writing routine reports and correspondence

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