Head of Operational Cx

vor 4 Stunden


Wien, Österreich Volvo Cars Vollzeit

**YOU WANT TO MAKE A DIFFERENCE. SO DO WE.**
JOIN THE VOLVO CAR AUSTRIA TRANSFORMATION TEAM IN VIENNA AS HEAD OF OPERATIONAL CONSUMER EXPERIENCE (CX) AND SHAPE THE FUTURE CONSUMER EXPERIENCE AGENDA

By joining this small team, you get the chance to shape the newly established Consumer Experience Department from a strategic and operational perspective. As Head of Operational CX you understand the customer, execute on the CX strategy and safeguard NSC Direct Consumer Relations. Moreover, you are driven by data that you transform into insights & actions for the entire company. As CX evangelist you foster a consumer-oriented culture.

**The following tasks are located within your area of responsibility**:

- Create and adapt the consumer experience strategy together with the Head of Consumer Experience/PR in line with a continuously evolving local environment and the headquarter
- Design exceptional user experiences at every touchpoint along the customer journey and steer and collaborate with relevant cross functional teams
- Coordinate customer care operations (incl. goodwill budget responsibility & complaint handling)
- Coach the customer care center for the Austrian market
- Lead the CX team operationally and be an evangelist for a customer centric mindset across the company
- Execute retailer training and CX awareness building sessions
- Enable customer communication by ensuring proper master data management in line with GDPR standards (analysis & data cleansing & target group definition)
- Drive data reporting initiatives in customer experience and beyond

Within the scope of this role, you are responsible for handling day-to-day operations of the CX department and acting as a sparring partner for strategic CX decisions. You will thrive in this role if you are a team player that at the same time does not shy away from taking ownership & getting things done. We are a flat organization where collaboration inside and across the teams is the key to our success. As part of the transformation engine, you will report directly to Head of Consumer Experience/PR and collaborate on an ongoing basis with Volvo Cars central functions in the areas of Customer Experience, Commercial Operations, Marketing Operations. Digital,)

You are an analytical thinker with good communication skills at the intersection of business and it functions. You have previously worked in an international environment, made first experiences in a leadership position and are aware of current trends in the automotive sector. At the same time, you have experience in analyzing data and deriving actionable insights. On top you match the following requirements:

- Completed studies (college/university) in the field of Management, Business Administration, Information Technology or a related area
- At least 5 years of professional experience in customer service, retail or automotive
- Extensive experience managing cross-functional projects, including external and internal stakeholders gathered in an agency or consultancy setting
- Strong delivery record in an ambiguous environment
- Data-driven decision making or quantitative analysis skills (including knowledge of Excel, PowerBI & Salesforce)
- Excellent communication skills, ability to simplify complex topics for broad audiences
- Fluent knowledge of German and English

**Who are we?**

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.



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