Business Transformation Leader- Change Management - Customer Care

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future.
Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.
We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future.

The automotive business is changing rapidly, and Volvo Cars is pushing the boundaries striving for Growth, Electrification and Online sales. New business models are emerging, and we are re-defining the customer experience related to service, car usage and ownership.  
Who we are
Customer Care provides consumer relations operations for Volvo Car Group through our contact centers -Consumer Relations Centers around the world. Our agents are the facilitating link between the brand, the consumer and the retailer network, acting as brand ambassadors and companions throughout the consumer journey. Our partners are Volvo Cars and Polestar at the present and we operate both online offers (like Care by Volvo and the XC40BEV) and consumer relations for the traditional business.  
Customer Cares scope is global and under establishment, with current operations within Americas, EMEA and APAC. We will, over time, grow into a truly global function delivering consumer value in the redefined landscape of direct consumer relations enabling growth, electrification and online sales.
About the position
The basics for Customer Care are in place and the current challenge is to scale up and refine the business. Many initiatives, large and small, are ongoing in that transformation journey that aim to achieve a robust, global set up. The Business transformation role is focusing on structure, coordination and communication to facilitate the overall journey, supporting the Head of Customer Care and working in team with PX and Communications. 

What you will do
Tasks may vary over time related to the overall management of Customer Care. One specific area of responsibility is to keep all transformational initiatives aligned and push through in an environment that constantly is shifting, both keeping the direction and adapt according to circumstances. The Business transformation role facilitates the “Transformation Agenda” and the governance around it, also stepping into initiatives/ projects when needed. 
Among your daily tasks are to make power point presentations to present and support strategy sessions with the Management Team.
You will do competitor analysis of Automotive Industry and Customer Care on a global level. 
You will drive new initiatives/changes within the organization and prepare material connected to investments and change the WoW
You will also follow up on our strategic initiative in 1:1 and be the sounding board to the Head of Customer Care. 
As Customer Care evolves and matures so will the tasks for this role with great opportunities for personal development. 

What you will bring
We are looking for an ambitious candidate with an entrepreneurial, progressive and eager mindset, willing to learn more and develop our Customer Care Commercial Business and contribute to the fast-growing extensive transformation we are in. We think your profile needs to fit the following requirements:
•    Relevant University Degree. 
•    Leadership experience of Customer Care and/or start-up/expansion of Customer Care Centers. 
•    COPC competence. 
•    Senior experience of strategy work and experience from the implementation and driving the operational.
•    Strong visualization and presentation design skills as well as experience from high level Power Point presentations and Communication in Management level.
•    Working experience and understanding of the fundamentals in transformation including both structure, endurance and people perspectives.
•    Experience from a fast-growing company and/or Management Consultant experience is meritorious.  
•    You are fluent in English (verbal and written).
To be successful in this role you need to have a positive “can do” attitude and feel comfortable with working in an environment where we sometimes have more questions than answers. You are self-starter and have a structured, holistic, flexible and service mind-set and good understanding of the balance between speed and accuracy in detail. Happy to jump on big and small tasks with a good portion of willingness to solve them independently or in teams
How to learn more and apply
If you have questions about the position, please contact Head of Customer Care; Sandra Alenius.
For questions regarding the recruitment process, please contact Pedram Yousefi at pedram.yoousefi@volvocars.com 
We want your application at the latest 2021-06-04.
Please note due to GDPR, applications via email will not be accepted.