Senior Specialist Customer Services Market Management (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:

• You are responsible for the frictionless conduct of activities regarding Market Management across smart EU local entities, including the planning and definition of Aftersales Operational planning with the distributor to ensure an indirect steering model of Aftersales performance across markets
• You assess market feedback from the different contact channels and identify the appropriate methods for improvement
• You define an indirect steering model based on KPIs, spare parts discounts and marketing actions
• You maintain metrics and analyse data to assess performance and implement improvements together with European regions and smart EU local entities
• You are the Aftersales SPOC for smart local entities Aftersales Managers to ensure the needed support and processes establishment for Aftersales across Europeans markets
• You develop solutions in a very dynamic environment between different cultures and mindsets as well as apply best practices coming from own experience and market competitors
• You adapt the existing Aftersales processes and MB workshop processes to the requirements of the new smart EU GmbH environment and IT systems
• Arrange piloting of new systems and process with Authorised Service Partners
• Understand the markets you manage, the cultural expectations, any upcoming changes in local regulations

What you bring along:

• You have a University degree in Mechanical Engineering / Business Administration Management or comparable
• You have 3 years or above proven leadership experience of an Aftersales organization with steering of major related areas
• You have 5 years or above operative experience in the area of Aftersales Market or Dealer Management
• You have broad knowledge of processes in different After Sales areas such as warranty, spare parts, technical service and market management
• You have automotive Know-How, preferably with electrical vehicles
• You are a self-driven person, who is able to think strategically, anticipate market developments, innovations as well as challenges and identify business opportunities
• You have excellent organization skills and the ability to manage multiple tasks, as well as social organizational skills with strong intercultural competence
• You are fluent in English, beneficial to have additional an European language(s)
• If you have hands-on experience in Service Center operations, it will be an advantage

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