Volvo Hospitality & Service Leader

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.

Let us describe the challenge we offer

We are a global team of highly talented individuals who share a passion for constant change in a world that demands it. We work in close collaboration across multifunctional teams globally that strive for excellence in everything we do! Our vision is to build relationships and emotional connections that make consumers fall and stay in love with Volvo Cars. Consumer-centric experiences where digital, physical, and human interactions are the norms in today’s consumer expectations, we welcome all ideas to step up to the next level and tap into consumer behaviour in a data-driven approach to provide a lasting impression.

Your task is clear – and big – shaping how Volvo Cars’ more than forty thousand people that represent our brand every day communicate and interact with our consumers. In essence, this role points out the direction and explains the answer to the question;

"How does it feel to meet and interact with someone from Volvo Cars?"

Responsibilities

The Hospitality & Service Program Leader role will be an instrumental part of shaping experiences through human interactions and conversations at every part of the consumer journey across digital and physical channels. Some of your responsibilities will be to:

You will lead the Volvo Hospitality & Service Program and identify and acquire relevant facts & insights to develop a hospitality and service strategy that is both globally relevant as well as adaptive to local cultures.

You will develop hospitality & service guideline documents for consumer-facing staff and operational managers/functions. You will also develop training content to feed into the overall competence agenda for consumer-facing staff.

You will represent CX in various cross-functional alignment, product, and management forums to drive a consumer-oriented agenda.

Passionately communicating the value of hospitality and service through human interaction and providing an out-of-industry perspective to drive transformation.

Who you are

We seek you who dare to challenge the current status quo which is the traditional automotive industry and turn it into a modern, software-driven, responsive, relevant, and number one electric car brand. We welcome inspiration from the CX trailblazers from areas such as hospitality, retail, or financial services. Daily, you will be driving the strategy and guidelines and support training of Volvo's human-facing staff. You develop content and input to the retailer and customer care competence development agenda for CX and communication training for retailers. You will lead the strategic plans for internal operational functions that have an impact on human interactions with consumers.

We are a flat organisation with a start-up environment, and we act as a strong team that gets things done to enable the business to be successful. We work with speed and engagement in a collaborative manner. 

Experience
•    Bachelor’s degree in hospitality, business management, service management, service design, HR or equivalent education.
•    7+ years’ experience in Retail, Hospitality or Customer Service, building a strategy for consumer experience, competence management for consumer-facing staff, and training B2C retailers
•    Proven track record of building and maintaining consumer-facing content and processes
•    Skilled in creating plans for how to build motivation and passion with consumer-facing staff in delivering great experiences

Location  
The position is based at the HQ in Gothenburg, but can be up for discussion.

 How to connect and apply

Please contact Senior Recruiter Happy Andira at happy.andira@volvocars.com for questions regarding the role and the recruitment process. To apply, please register your profile at our career site and attach your application documents as soon as possible but no later than April 10th,  2022. Interviews will be held continuously and please note that applications by e-mail will not be accepted due to GDPR. 

Welcome with your application!