Business Lead Services and Repair Experience

About the Assignment:
Right now we are looking for a Business lead, Service, and Repair Experience. The Business lead is globally responsible for the customers´ experience during a workshop visit. In this role you will be entrusted with the critical responsibility of enhancing customer experiences during workshop visits.

Your main responsibilities will include:

• NPS/CSAT for the Service & Repair area: Measuring and improving customer satisfaction.
• Services partner portal: Managing operational guidelines for our service network.
• Workshop booking: Including digital service booking.
• Global courtesy car program: Ensuring a seamless program for customers.
• Pick-up and delivery service: Overseeing operations (no new development).
• Tools and processes: Supporting a 360-degree view of the customer and handling difficult cases on the market level.
• Ongoing support to the market.
• Documenting and updating processes.
• Updating sources of information when process changes occur (.com, service network, and market representatives).
• Driving pre-defined improvement projects within the area of responsibility.

Start of Assignment: 2023-11-01
End of Assignment: 2024-11-01

About you

To succeed in this role, you should possess:

• Project management skills: Ability to manage day-to-day operations effectively.
• Basic understanding of workshop operations.

Other Requirements:

In this role, adaptability is key. You should be comfortable leading a project where prerequisites may not be 100% clear and may change over time.

Your background should include:

• Solid proven project management experience: Including process work and setting up ways of working.
• Ability to drive operations: Follow-ups, answering questions, and continuous improvements.
• Technical knowledge and/or experience: Beneficial due to daily work scope, but holistic and commercial understanding takes priority.
• Understanding of different Volvo systems: (QW90, TIE) is beneficial.
• You will be part of a cross-functional and international team, where we primarily use English for written and spoken communication.

About the team

In this role, you will be a part of the Market Operations team within Global Car Service & Repair, reporting to the Market Operation manager. It is a small and flexible team of 10, setting priorities collaboratively and supporting each other. They are ready to take on new tasks/projects with higher priority even if outside our normal scope.

Contact Details

For inquiries about this position, please contact: Elsa Tidblom at elsa.tidblom@adecco.se