Head of Customer Engagement

CEVT is here to make urban mobility enjoyable, smart and sustainable. We fast-track innovation and transform ideas into pioneering technology solutions. Automotive is in our DNA and intelligent mobility is our core. We serve society with sustainable mobility solutions, both private and shared.
As part of ZEEKR and the Geely family, one of the most innovative and fastest growing global mobility groups, our work comes to life in products and services from world-leading brands. CEVT was built by people from all over the world. We’re flexible, fast, and always in motion.
Do you cultivate an optimistic mind, use your imagination, always consider alternatives, and dare to believe that you can make possible what others think is impossible? If your answer is yes to both questions, you could be our Head of Customer Engagement and member of our leadership team.
Based on Lindholmen, Gothenburg you will work with members that are, just like you, proud of their professionalism, motivation and level of skills.
Responsibilities and deliveries
· Responsible for securing efficient operations and a premium customer experience in all support channels.
· Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
· Analyse the technical complaints, ensure service processes and rectify defects.
· Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
· Developing and implementation of strategies, policies and routines around mobility concepts, products, offers etc.
· Together with the team optimize the work to meet the standards and maintaining customer satisfaction.
· Implement and maintain effective methods for gathering customer satisfaction data.
· Analyse and interpret data relating to customer feedback.
· Being the liaison to provide customer feedback to the organisation.
· Managing budget, forecast business goals and objectives for the department and strives to meet them.
· Keeping up to date with industry trends and developments.
· Hiring, developing and leading the Customer Care management team.
Background
· M.sc in Mechanical engineering or similar.
· Documented experience in a similar position within the automotive industry.
· Documented and successful managerial experience with excellent ability to motivate all kinds of people.
We think that you:
· Have the courage to lead with trust and care and don’t mind to getting your hands dirty.
· Are innovative and have a great ability to adapt and perform in a constantly changing, fast-paced, highly demanding work environment.
· Have passion to work in an international and multi-cultural environment.
· Have a customer centric mind and behaviour
· The desire and ability to embrace diversity of people, perspectives, and styles.
· You have an entrepreneurial approach and dare to take decisions.
· Are fluent in English.
Kristina Larsson Djokovic, Senior recruiter, kristina.larsson@cevt.se, for questions regarding the recruitment process.
Last Application date: 2022-10-31
Apply today, we will perform ongoing selection during the application period.
We look forward to hearing from you.
In the recruitment process for this role a background check will be carried out for the final candidate.
Please note that due to GDPR regulations we can only accept applications sent through the recruitment system, not via email or other channels.
Working at CEVT
We are engineers, developers and innovators from around the world. Joined together by entrepreneurship, our unique blend of Chinese and Scandinavian culture and a belief in a smarter more sustainable future.
Supportive and creative work environment
30 days of vacation and additional 8 days paid ATK- days annually
Great office location at Lindholmen Science Park