This role covers two projects Sweden Customer Care EMEA is one of three stand-alone regions within the company.
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 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 serious and delivery orientated business environment. We have been on an ambitious roll-out of several Customer Care tools built in Salesforce. The main tool, the Customer Care application, is used by care agents around the world to manage and assist our customers.
We seek you who can take the lead in finishing off the roll out of the Customer Care project to our Swedish NSC.
Due to the complex legacy system of the Swedish market, there are new integrations that need to be built between the current retailer system, the global customer database and the new Salesforce Customer Care system.
Combined with multiple stakeholders including the Swedish National Sales Company, Uptime (who run the Customer Care centre), the global Salesforce product team building the product, the Regional CX launch team and the Regional integrations team, there are lot of moving parts to pull together and ensure a smooth go-live. -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 and change management.
-You will have the opportunity of working together with our global product teams and the business in the local national sales companies in the EMEA region.
-You will be an integral part of this in addition to the implementation activities.
We believe that you have experience from similar areas driving change in systems and business in a global environment.
A structured way of working, a curios mindset and great communications skills are cornerstones in your profile.
Leading DMS integrations in the EMEA region With the increase movement to Online sales channels and new digital tools, there is increasing complexity in the car buying journey.
Is to remain absolutely seamless to the end customer whether they are purchasing online, at the retailer, or a combination of both.
This requires integration of systems and passing data not just between our systems, but also with external retailers. We want to ensure the customer’s online and offline journey make it as easy as possible for them to buy a car.
With several digital initiatives being introduced in a rapid, agile environment, there is a need for greater drive and coordination among EMEA integration projects. Digital projects such as Site to Store, .com, Lead Management, the Offer tool and local Dealer Management Systems require updating and in some cases, brand new integrations. With 22 EMEA markets and over 80 DMS providers, it is a complex environment.
is to coordinate and help drive forward the integration activities. Working with the solution architects to deliver the solution, you will coordinate with launch teams, EMEA colleagues, digital colleagues in the markets, local software suppliers and global product teams to line up and execute the project.
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.Uppdragsinformation