Aufgaben
Objective of job (abbreviated)
CS system product management
1) Develop product roadmap by integration of perspective of customer digital luxury, BEV transformation as well as all existing customer service business unit
2) Product requirmenet collection and analysis for PC and VAN
3) Product feature solution design and testing in coordination with IT and concerned BU
4) Product release management and communication
CS system product Rollout and training management
1) Rollout concept define & development in line with GSP/local BUs
2) CS system pilot and field testing arrangement
3) Rollout and training implementation
4) Dealer Business support, feedback collection and after rollout support
5) Performance management and KPIs monitoring (MAD for service booking)
6) Management reporting
CS system project management
1) Participate in project resource, timeline and budget planning
2) Project governance, risk and change management
3) Overall accountabiiilty of project execution, Project tracking, reporting and coordination with different stakeholder
4) Internal knowledge transfer & ramp up.
- Responsible for CS Retail system (e.g. OTR+, OAB and DIMS) product management
- lead and support the system rollout and training in after-sales for both local and HQ systems
- Drive the After Sales rollout and training implementation, incl. rollout planning, pilot, field test, communication,
- Drive post rollout support, feedback collection and workshop arrangement
- Performance monitoring with KPIs development (MAD for service booking)
- System requirement collection, solution design and continue improvement based on retail feedback and after-sales business understanding
- Ensure System development/testing with IT and release on time
CS system product management
1) Develop product roadmap by integration of perspective of customer digital luxury, BEV transformation as well as all existing customer service business unit
2) Product requirmenet collection and analysis for PC and VAN
3) Product feature solution design and testing in coordination with IT and concerned BU
4) Product release management and communication
CS system product Rollout and training management
1) Rollout concept define & development in line with GSP/local BUs
2) CS system pilot and field testing arrangement
3) Rollout and training implementation
4) Dealer Business support, feedback collection and after rollout support
5) Performance management and KPIs monitoring (MAD for service booking)
6) Management reporting
CS system project management
1) Participate in project resource, timeline and budget planning
2) Project governance, risk and change management
3) Overall accountabiiilty of project execution, Project tracking, reporting and coordination with different stakeholder
4) Internal knowledge transfer & ramp up.
Qualifikationen
Qualification
- 3+ years working experience (preferably in automotive or IT industry)
- Good understanding of after-sales retail operation
- Be accustomed to agile development and swarm organization, hold scrum master certificate is a plus
- Deep cultural understanding as well as excellent Communication and Presentation skills
- Strong Customer and Service Focus
- Excellent analytical and conceptual ability
- Hands on Product/Project Management skills and ability to coordinate and drive cross-functional initiatives
- Supportive mindset, willing to drive and willing to walk extra mile
