Lead Customer Experience Office / Customer Experience Manager NAFTA – /Project Manager

Position: Lead Customer Experience Office / Customer Experience Manager NAFTA – /Project Manager

Technology – 5a

 

Your role:

In the role of Quality & Reporting Manager for Cars & Trucks you will setup, create & automate customer experience and satisfaction scores and reports. You will setup and develop a unified reporting for the different IT business units in MB Cars & Daimler Trucks.

In the role you will act as the main developer of quality processes and reporting for the customer services and projects. Close collaboration with the various Customer Experience Managers and the Leads as well as the overall delivery organisation is critical. You will perform requirements analysis, define activities and modules to be developed, and lead execution to ensure outstanding results.

You will have the opportunity to work with some of the best talent in the industry to develop innovative, high quality, bug-free solutions that meet our clients' business needs. You will be part of a learning culture where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Responsibilities:

  • Coordination and tracking of measures to continuously customer experience and satisfaction
  • Coordination and tracking of measures to continuously ensure product and process quality
  • Development and atomization of reports relevant to the customer and CEM
  • Continuous improvement of reporting process, KPIs and tools
  • Implement tools and processes to enable CEM organization with action tracking across the customer portfolio

Required:

  • Successfully completed studies in the field of mechanical engineering, industrial engineering, or a comparable qualification (e.g., state-certified technician (m/f/d) or further training as QMB (m/f/d))
  • 5+ years experience in the automotive and manufacturing industry
  • At least 5 years of professional experience in project management and reporting, preferably from a company in the automotive industry
  • Good knowledge in the application of modern quality methods, processes, and standards (APQP, FMEA etc.)
  • Reliable analytically structured and process-oriented work methodology as well as problem-solving ability
  • Understanding of IT Service delivery and frameworks like ITIL
  • Good knowledge of German and English

 

Preferred:

PLEASE FILL – bullet points ideally

 

Personal:

Besides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include:

  • High analytical skills
  • A high degree of initiative and flexibility
  • High customer orientation
  • High quality awareness
  • Excellent verbal and written communication skills

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