Business Owner to Customer Care at Volvo Cars

We are driving change in automotive. Be part of the change.
The automotive business is changing rapidly, and Volvo Cars is pushing the boundaries within electrification, design, safety leadership and sustainability. New business models are emerging, and we are re-defining the customer experience related to service, car usage and ownership.
The Customer Care organization provides consumers excellent experiences for Volvo Car Group and affiliated brands through consumer relations centers. Our agents are the facilitating link between the brand, the consumer and the retailer network. Acting as brand ambassadors by engaging them with our partners’ products, services and offers through the consumer journey.
Besides running operations, Customer Care designs how and what our Customer Care Centers operate for each partner. We secure capabilities needed and develop processes and products to realize a premium and branded customer support for our partners. We operate in EMEA, Americas and China with the ambition to launch further markets in all regions.  -This is where you come in, you will as a Business Owner within Consumer Relations Development, have the responsibility for a specific business area and secure that we have an efficient and robust operation in place, setting the processes and technical solutions with a true sense of ownership.

What You Will Do
The Business Owner defines and develops a strategic framework and road map for the business area. The role is crucial in enabling the Customer Care organization to deliver against its promises.

* Continuously follow up with our Customer Care Centers to evaluate current processes and way of working and define needs for improvement
* Aligning business requirements and processes across Customer Care Centers to build global joint processes
* Work collaboratively with teams and stakeholders, share knowledge and best practice within the team
* Represent the Customer Care business in different strategic forums and boards with an overall responsibility of the way of working
* Be the Subject Matter Expert and key knowledge contributor
* Support implementation of new market roll outs and secure that efficient processes get implemented
* Drive continuous improvement of the business process and requirements for improved solutions

You will be joining a team of dedicated colleagues, striving to improve our business operations as well as prepare for new launches of markets and products. We are always looking for ways to improve and are not afraid of challenging things. Having fun at work is something we value a lot, as well as the importance of enabling people to recharge and by an appropriate work/life balance work in a sustainable manner.

You And Your Skills
You enjoy being motivated by working in a fast-paced, dynamic team with the ability to adapt, manage and meet deadlines, where you can provide objective analytical insights into business and technical challenges in a systematic and process-oriented way of working.
You sense and understand issues and effect resolutions across numerous areas of responsibility and can summarize new concepts quickly. You have a high level of fluent communication in English (verbal and written), with the ability to present confidently to stakeholders at different levels and adapt appropriately for any audience.
Having a good understanding about customer care operations, what drives an outstanding customer experience and how to run efficient operation is highly desirable and/or knowledge and experience from creating solutions and processes for business models that support Online sales.
To succeed in this role, you have proven experience of leadership along with successful achievements within operation and business development in an international organization (of minimum 5 years). You have very good understanding of consumer digital products and services as well as agile working methods. With a strong business acumen and system knowledge (CRM such as Salesforce) you are well set for the role.


How To Learn More And Apply
If you have any questions regarding the position you are welcome to contact Head of Consumer Relations Development Niclas Medin at: niclas.medin@volvocars.com and for questions regarding the recruitment process, please contact Senior Recruiter Monica Willeborg at monica.willeborg@volvocars.com
We look forward to see your application at the latest December 7th, 2021.  We do not accept applications via email due to GDPR.

Who are we?
Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.