Job Description
Für uns ist
„Let's Go!“ nicht einfach nur ein Slogan, sondern eine Einstellung. Wir lieben Technik und wir wollen begeistern. Wir haben Spaß und wir wollen inspirieren. Unsere Kunden und unser Team. Deshalb suchen wir Menschen, die diesen Spirit mit uns teilen. Menschen mit Leidenschaft. Die sich darauf freuen, gemeinsam mit 50.000 Mitarbeitenden in ganz Europa das Einkaufserlebnis der Zukunft zu gestalten. For us
„Let's Go!“ is not just a slogan, it is an attitude. We love technology and we want to excite. We have fun and want to inspire. Our customers and our teams. That's why we are looking for people who share this spirit. People who are passionate about creating the shopping experience of the future together with 50.000 colleagues across Europe.
- The customer and customer satisfaction are the focus of your work
- Together with the team you are responsible for the successful implementation of global care strategy in all MediaMarktSaturn countries
- You are the main responsible for strategical forecasting and yearly budget planning for the outsourced Customer Care operations across the 11 European countries
- You are responsible for the operative, tactical monthly forecasting for the outsourced Customer Care operations across all MediaMarktSaturn countries
- You are the main responsible to validate the new resource planning for the outsourcer and monitor the recruitment process at the outsourcers for all MediaMarktSaturn countries
- You are validating the workforce planning of the outsourcing partners for the MediaMarktSaturn countries You will advise the countries on strategic and operational developments in customer care, and you manage their expectations towards global customer care
- You always keep an eye on changes in the market and competition and thus continuously develop the customer care concept using best practices (digitization & automation) and relevant KPIs (NPS, CSAT, FCRR) as part of a balanced scorecard
- You drive scalable, customer-oriented processes, structures, and ways of thinking to enable the best possible performance
- Besides the customer care team, you work closely with stakeholders from the areas of customer experience and operational excellence across all countries to achieve improvements in the interest of the customer
- You report to and align with the leadership team, peers and senior stakeholders to achieve improvements and create the best possible customer care experience
- Together with the team and internal/external partners, you act as the customer's ambassador to make WoW moments tangible for our customers
- You have a university degree in business administration/international management or a comparable course and at least several years of professional experience in a similar position in customer service
- Experience in Customer Service Workforce Management and Forecasting
- English business fluent
- Speaking of any other languages of the 11 MMS Countries would be a plus
- You have strong analytical skills and work in a data-driven manner
- You have a real passion for customer needs and proven success in implementing sustainable, customer-oriented measures in complex corporate structures
- You are a strong Leader (m/f/d) with positive energy and team spirit
- You have experience in addressing blockages at all levels transparently and appreciatively, in developing pragmatic solution proposals and in implementing necessary changes with confidence
- You have proven expertise in service management processes, technologies in the field of service management and service automation
- You bring proven skills in interface management and effective collaboration and communication with different stakeholders
- Experience in an international role is a plus
- International teams & exciting tasks
- 30 days vacation & company pension plan
- Employees discount & Fitness Collaborations
- Training & Education
- Open corporate culture & Teamwork
- Mobile work (50/50)
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