Service Satisfaction Manager

Volvo Car Corporation(Prd) / Ekonomichefsjobb / Göteborg
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Global Customer Service is responsible for the development & delivery of world class and innovative Products, Services & Processes for the global Volvo Customer Service business. Together with the Regions, Sales Companies and dealers, the ambition of Customer Service is to make the Volvo car ownership experience the best in class.

Strategy & Business Office is the department within Global Customer Service (GCS) that is responsible for the strategy development in Global Customer Service, strategic projects and co-operations, service satisfaction, brand protection, as well as leading the work within Global Customer Service towards higher operational effectiveness and efficiency.

We are now recruiting a Service Satisfaction Manager to the team that will have the responsibility to drive the program for improved service satisfaction and loyalty. This is done through the responsibility to manage CEM (Customer Experience Monitor, our survey tool) and the results from CEM regarding service satisfaction, but also to coordinate and manage the activities that will drive improvements. All will be done in close collaboration with the regions/markets, Global Consumer Experience and the Global Customer Service organisation.

Main Responsibilities:

* Manage CEM and the results from CEM regarding service satisfaction. Secure that stakeholders get the information to understand the situation and tools to lead them to the right actions.
* Drive service satisfaction programs in order to drive long- and short-term service satisfaction improvements.
* Provide analytics to stakeholders, identify areas of potential and grow the understanding of what drives service satisfaction.
* Communicate with and build understanding of service satisfaction in different parts of the organisation.
* Be the link between the different programs in Customer Service to ensure an integrated experience for our customers and ensure loyalty in the long-term.
* Develop service satisfaction targets for the markets.
* Work in close cooperation with the Customer Satisfaction Sales colleague in Global Customer Experience.

Qualifications:

* High level of business understanding, analytical and communication skills.
* Theoretical knowledge and capability in statistics leading to analysis and actions based on the data.
* Planning and organisation skills needed to handle projects and interfaces with various stakeholders.
* Experience from sales companies/dealers positive in order to understand operations.
* High ability to cooperate and work in a team environment. The ambition to share experiences and learn from others. Curiosity.
* Fluent in English, written and spoken. Additional language is an advantage.
* High level of energy, trustworthy and strong judgement.
* Academic degree in business administration or equivalent.

The position is location in Gothenburg.

Does this sound like your next challenge? Welcome with your application as soon as possible, but on later than 9:th of March.

For more information about the position, please reach out to Tommy Arthursson; tommy.arthursson@volvocars.com

For questions about the recruitment process, please contact Sofia Fredriksson; sofia.fredriksson@volvocars.com

About Volvo Car Group

The future belongs to those who are empowered by a great idea and have the ability to carry it out. At Volvo Car Group, our vision is clear: "To be the world's most progressive and desired premium car brand" by simplifying people's lives. We have bold targets when it comes to innovation, sales and customer satisfaction and to make this happen, we need talented people onboard. People with passion, energy, business sense and the drive to innovate. People that want to create the next generation Volvo cars in a global, dynamic and respectful environment. We will support you to reach your full potential. Join us on this exciting journey into the future.

Varaktighet, arbetstid
FULLTIME PERMANENT

Publiceringsdatum
2018-02-23

Ersättning
SALARY

Så ansöker du
Sista dag att ansöka är 2018-03-09
Ange följande referens när du ansöker: 14600
Klicka på denna länk för att göra din ansökan

Kontakt
Sofia Fredriksson

Företag
Volvo Car Corporation(Prd)

Adress
Volvo Car Corporation(Prd)
VAK building, Assar Gabrielssons väg
41878 Gothenburg

Kontorsadress
VAK building, Assar Gabrielssons väg

Jobbnummer
3982975

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