Project/ Program Manager – EMEA Digital Lead Management/ CXEMEA is one of three stand-alone regions within Volvo Cars.
As an operational unit, we are responsible for overseeing all commercial activities in over 60 countries and thus ultimately for region and market performance within market earnings and sales targets.
We have a clear focus on our customers, our customer’s experience and sustainable growth.
We build our management on trust and team spirit and encourage an entrepreneurial spirit.
We convey good creativity paired with ownership – that always helps to make a difference in our delivery-oriented business environment.
We have been on an ambitious roll-out of our new customer-facing .com and our Salesforce lead management tool to customers and retailers around the world.
We are adding new features, new communication channels and integrating data channels constantly.
As demand for services, convenience and features at your fingertips grow, so do the questions, communications and challenges that come with managing world-wide inquiries in 22 EMEA markets and 47 importer hubs.
We are looking for a Program Manager who can help in two distinct ways. First of all, we need someone to help fire-fight alongside the customers, retailers and digital product teams who expect a premium experience and fast digital response. You will investigate issues, meet with Product teams, communicate updates, prioritise backlogs, unblock issues, stream line ways of communicating and validate questions, requirements or system issues. You may also need to communicate back to Markets and Retailers so being able to speak to the people on the ground using these systems is key. Alongside the Digital Product teams responsible for the app, you will help triage and prioritise problems and follow through on investigations. Your main tasks will involve coordinating among all the stakeholders who need to hear about issues and find out about fixes.
Combined with multiple stakeholders including:
the Regional Customer Experience team (EMEA CX)
the Regional Digital team (EMEA Digital)
Product teams including Lead Management, Web Forms, Salesforce Integration and Global Integration (GRIP)
Retail Assist/Global Assist
and market-specific Dealer Management System providers there are a lot of moving parts to pull together and ensure complete ownership of the Lead Management flow. The second piece to this role is once there is more stability in resolving queries, issues, and questions, the Program Manager will be asked to support specific Customer Experience initiatives and projects. Outside of .com, there are several customer-facing digital solutions that are key to transforming the customer sales and feedback experience. Working with markets, you will help with ‘last mile’ or market specific integrations/requirements in order to ensure the effective deployment of global solutions in individual market circumstances. You’ll act as a liaison between product teams and markets, you will feedback and influence backlogs to support Regional and market requirements and you will work with EMEA Digital’s functions on future opportunities connected to digital developments and drive those towards solutions.For this role:
-You will have a broad role where you can use and continue to further develop a large palette of skills in the areas of project management, business analysis, communication and change management.
-You will have the opportunity of working together with our global product teams and the business in the local sales companies in the EMEA region.
-You will be an integral part of the EMEA Digital and CX teams with experience from similar areas driving change in systems and business in a global environment.
-You will have a structured way of working, a curious mindset, a general interest in technology and great communications skills and in your profile.
– You will have stakeholders with varied technical knowledge and you can communicate easily with both technical specialists as well as consumers with limited technical understanding.You will identify resource needs, drive meetings, manage risks and communicate frequently to all stake holders. With multiple projects and stakeholders involved across Digital, Global Online Business, CX, and EMEA, this requires a strong focus and a way to navigate through the forest in order to find the trees.