Senior Program Manager Customer Experience

Senior Program Manager Customer Experience

At Global Customer Service, we have the global long-range operational responsibility for our customers' ownership experience and the company's global business performance from delivery to repurchase. We work together with Global Consumer Experience to devise a long-range strategy and together with the three regions Americas, APAC and EMEA to integrate our longer-range operational support with their shorter-range operational support of our markets.

The automotive business will change more during the next five years than it has over the last fifty. Therefore the section Business Operations at Global Customer Service has been tasked with leading the global and cross-functional transformation of customer service with regard to Customer Experience, Digitalisation, Connectivity, New Business Models, Software, Autonomous Drive and Electrification - thereby operationalising on Delivery to Repurchase strategies from Global Consumer Experience.

Do you want to be part of leading the next exciting step in Volvo Cars' transformation? Are you passionate about our customers' ownership experience and developing our business to meet and exceed requirements of the future? Then this might be the job for you!

As Senior Program Manager Customer Experience, your focus will be to drive a premium service experience in line with Volvo Car Group's brand transformation and new product portfolio. As Senior Program Manager Customer Experience, you will report to the Director Strategy Alignment & Business Transformation.

Main responsibilities

* Drive the operationalisation of Customer Experience strategies from Global Consumer Experience in a business transformation program targeting all of our service business areas, regions and markets globally
* Set up and manage the Customer Experience business transformation program to include participants and contributions from all of our business areas, regions and markets
* Work with Global Consumer Experience to clarify and detail Customer Experience strategies, as appropriate, in order to secure a clear and coherent strategic direction
* Challenge and support all the business areas, regions and markets to rise to meet the targets set out in the Customer Experience strategies

Required qualifications

* University degree in Marketing, Industrial Engineering, Business Administration or similar
* Experience of driving business transformation in complex business environments and organisations, in particular with regard to Customer Experience
* Experience and understanding of retail and customer service from Volvo Cars or elsewhere
* Experience of working in a global environment
* Ambitious, energetic and communicative leader with analytical skills and an entrepreneurial mind set

Personal qualities

* Strong sense of engagement for Customer Experience and Customer Satisfaction
* Engage and encourage people
* Drive change and implementation
* Strong communication and presentation skills

About Volvo Car Group
The future belongs to those who are empowered by a great idea and have the ability to carry it out. At Volvo Car Group our mission is clear: "To be the world's most progressive and desired premium car company and to make people's life less complicated". We have bold targets when it comes to innovation, sales and customer satisfaction and to make this happen, we need talented people onboard. People that want to make a difference and create the next generation Volvo cars in a global, dynamic and respectful environment. We will support you to reach your full potential. Join us on this exciting journey into the future.

Contact
In this recruitment process we are collaborating with Randstad Sourceright. If you have any questions regarding the position you are welcome to contact the responsible recruitment consultant Jessica Mitrosbaras by e-mail jessica.mitrosbaras@randstadsourceright.se. Note that applications by e-mail will not be accepted.

Interviews will be held continuously. To apply, please register your profile and attach your application documents via the link below as soon as possible but no later than February 3rd, 2017. Your application documents shall include CV, cover letter, written in English.