Manager Aftersales & Connectivity smart Netherlands (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:

As the Aftersales and Connectivity manager you are responsible for managing the smart NL Aftersales organisation by leveraging retailer and Mercedes-Benz NL involvement. In addition, in this role you manage all vehicle-charging topics and customer facing aspects of the smartphone app in the NL.

This is an exciting opportunity for an Aftersales expert to lead the NL implementation of the smart Aftersales strategy.

Your responsibilities:

After sales network operations

• You adapt the existing Aftersales processes to the requirements of the new business model with all corresponding stakeholders environment
• You support network activities on the preparation of dealer contractual documentation
• You advise dealers and distributors on policies and operating procedures to ensure functional effectiveness of business
• You coordinate and manage all aftersales-related training activities
• As an expert you know all the aftersales systems and the different processes and can support the whole network if they have questions about the business or operations

Business Operations & Distribution

• You establish and maintain interfaces with Mercedes-Benz / business partners organizations to ensure high service levels to smart customers
• You have an understanding of local regulations in relation to service measures
• You set up, coordinate and supervise all customer journey processes and activities in the aftersales business in coordination with European headquarters and the local teams. This includes the management of all processes around warranty, goodwill and road side assistance
• Support our customer engagement center, improve the quality by training the agents on the Dutch market, additionally you are the first point of contact for questions from the agents. You coordinate escalation cases between the agent, customer engagement center and retail engagement center and smart EU
• Ensure market adaptations on our ecom platform for new products, with testing various user journeys in close collaboration with the smart Europe team

Management Reporting

• You maintain a regular reporting and data analyse to assess potential performance issues to be addressed to Mercedes-Benz Netherlands

What you bring along:

• Bachelor degree or above in Logistics, Business, Marketing, Economics, Engineering or a comparable degree
• 3+ years of experience preferred in after sales or sales areas
• Experience in automotive industry
• You are familiar with dealer/agent operations including knowledge in different sales models like direct sales approach
• You have a proven ability to build strong consensus and relationships among stakeholders and implement standards
• You have a high affinity and understanding for e-commerce and the online customer experience
• SAP ERP and Salesforce Experience beneficial
• Be a real team player happy to interact with multiple stakeholders on a multicultural environment Good written and oral communication skills in Dutch and English, other European language is a plus

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.