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!
The Senior Specialist Market Management ensures a consistent and seamless Customer Services experience across smart EU markets by steering operational activities, aligning service processes, and supporting local entities and general distributors. The role acts as a central business partner for market teams, translating feedback and performance insights into improvements, coordinating pilots of new systems and processes, and ensuring that service operations across all markets meet smart’s standards and evolving regulatory requirements. Ultimately, this role will develop into effective business steering and continuous performance improvement across the entire Customer Services network.
Your responsibilities
- You ensure the smooth management of market activities across smart EU local entities and general distributors. This includes operational planning and indirectly steering Customer Services performance across markets and the network
- You review market feedback from all contact channels and identify the right actions for continuous improvement
- You maintain key metrics, analyze performance data, and drive improvements together with smart EU business owners and local entities or general distributors
- You act as the Customer Services Single Point of Contact (SPOC) for customer service managers in smart local entities and general distributors, supporting them and stabilizing service processes across markets
- You develop solutions in a dynamic, multicultural environment and apply best practices from your own experience and market competitors
- You adapt existing service and Mercedes-Benz workshop processes to fit the needs of the smart EU environment and systems
- You coordinate pilots of new systems and processes with markets and retailers
- You understand the markets you manage, including cultural expectations and upcoming regulatory changes
What you bring along
- A university degree in Mechanical Engineering, Business Administration/Management, or a comparable field
- 3+ years of proven leadership experience in Customer Services or responsibility for steering related areas
- 5+ years of operational experience in Customer Services, Market Management, or Dealer Management
- Strong knowledge of service processes such as warranty, spare parts, technical service, and market management
- Automotive know-how, ideally in the field of electric vehicles
- A self-driven, strategic mindset with the ability to anticipate market developments, innovations, challenges, and business opportunities
- Excellent organizational skills, the ability to manage multiple tasks, and strong interpersonal and intercultural competence
- Fluency in English; additional European languages are an advantage
- Hands-on experience in Service Center operations 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 will 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.
