Aftersales & Customer Journey Manager smart Portugal (f/m/d)

Date: 23-Jun-2022

Location: Sintra, 11, PT

Company: smart

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

  • You ensure a smooth workflow in market and dealer management
  • You support network activities on the preparation of dealer contractual documentation
  • You maintain a regular Customer Service reporting and data analyse to assess potential performance issues to be addressed to Mercedes-Benz Portugal
  • You ensure the evaluation and decision of customer goodwill claims reported via the different customer channels
  • You take part on the definition of the Operational Planning for Portugal in close cooperation with smart Europe Aftersales core departments
  • You act as an interdisciplinary contact person for colleagues from smart Europe for Roadside Assistance and Customer Assistance steering, support to steer dedicated RSA network and handle escalation process
  • You establish and maintain interfaces with Mercedes-Benz Portugal / business partners organizations to ensure high service levels to smart customers
  • You are responsible for the accomplishment and excellent understanding of local regulations in relation to service measures
  • You are responsible for contract Management including alignments with the national dealer body, securing contract translation and compliance with national law, contract send-out to dealers/agents, ensuring contract upload in the systems, handling contract adaptations & Contract Change Packages (CCP), contract termination
  • You insert, update, and manage all required investor information in the systems (including investor structure, outlet addresses, opening hours, etc.)
  • You are responsible for architectural Support: Consultancy on CI & interior projects and management of potential financial support for dealers/agents
  • You ensure a sustainable and customer-oriented smart retail network in close cooperation with the Network department at smart Europe as well as the CEO and Sales Team in Portugal
  • You handle performance Management including monitoring dealer/agent profitability, investment analysis and business case evaluation, best practice comparison, dealer/agent consolidation evaluation, support dealers/agents with a development plan and with retail process consulting & assessment
  • You provide clear guidance in the implementation of sales and aftersales standards, to ensure a smooth transition and long-term operation
  • You plan, coordinate, and follow-up of on-site audits and guideline definition of measurement in case of non-compliance
  • You oversee Due Diligence planning for applicants and existing partners in cooperation with the counter part of the Mercedes-Benz Portugal and the Network department at smart Europe
  • You are responsible for coordination of local trainings covering all functions (sales, after sales, marketing, etc), such as: management training, roles & process training, technical training, soft skills training



What you bring along

  • You have a university degree in Mechanical Engineering, Business Administration Management or comparable
  • You have 4 years or above experience in automotive industry, preferred in network development and/or aftersales, or similar area
  • You have 3 years or above operative experience in Aftersales and Customer Service
  • You have a proven ability to build strong consensus and relationships among stakeholders and implement standards
  • You have experience in working with online presences of dealer/customers
  • You are familiar with agent operations including knowledge in different sales models like direct sales approach
  • You have experience in Portugal or European Market management
  • You have high affinity and understanding for e-commerce and the online customer experience
  • You are organized and rigorous, with analytical and problem-solving skills
  • You inspire confidence, encourage positive working atmosphere and create trust
  • You have excellent written and oral communication skills in Portuguese and English



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.