Manager CS Business Development & Product Management

AufgabenYour purpose:Drive Customer Services growth and specifically customer service retention by developing and the Service Product Portfolio for MBGD. This includes the development of new measures, the successful piloting with selected GD as well as supporting the market managers in the scale-up of the rollout in GD markets.In this task we expect you to work closely with the BI function (for evaluation of measures), the central GCSP product management, the MBGD O2O, marketing and ND teams, market managers in all MBGD spoke teams and for selected measures with external vendors.Together with the other Product Managers the allocation and effectiveness controlling of all invests in the MBGD CS Portfolio is key as well as in full compliance with corporate policies and Mercedes‑Benz values.Your Responsibilities:Product Management (incl. CS systems)Optimize the CS product portfolio and system landscape to reinforce competitiveness and define regional focus areas in line with MBGD CS strategy.Define, develop, and implement products to intensify workshop business (Service Retention), in close cooperation with Headquarters.Analyze, align, and adapt central products for regional implementation (e.g., Service Contracts, Extended Warranty, Mobile Service, XVD, Loyalty Programs).Drive the strategic and conceptual development of CS Service Products, ensuring alignment with Mercedes‑Benz AG CI principles; manage related sub‑projects.Ensure exemplary regional implementation performance to maximize contribution across all lifecycle stages.Conduct ongoing market analysis regarding product/pricing trends and competitive developments.Ensure operational excellence through internal and external product information, qualification, and commercial argumentation.Coordinate test markets, lighthouse pilots, and regional rollouts together with Market Managers; align with Sales and Training where applicable.Business Development CS Strategy & TransformationLead and coordinate Business and Organizational Transformation strategies.Develop and implement strategic and operational objectives to support long‑term profitable growth.Establish and manage a monitoring, evaluation, and reporting framework to support strategy execution.Lead teams of functional experts and consultants across strategic workstreams.Ensure strong General Distributor involvement in the Strategic Framework.Plan and coordinate yearly SEG measures and budgets together with Headquarters and rollout teams.Business Development Digital TransformationDefine the CS Digital Customer Journey and eCommerce roadmap together with MBGD O2O; support planning and rollout.Align annual Digital KPIs with internal and external stakeholders.Ensure monthly digital performance reporting; define measures to support General Distributor target achievement.Provide regular updates to CS Management and Headquarters regarding implementation status of CJEC tools and platforms.Business Development CS Marketing/Strategy/Consultancy Budget PlanningDevelop the regional CS Business Development Strategy; plan and allocate yearly budgets together with the CS Director and Regional Teams.Ensure ongoing monitoring and alignment with FCA on budget allocation and expenditures.QualifikationenYour profile:University Degree in Field of Business Management, Economics & MarketingTechnical knowledgeCustomer Services and AutomotiveSoft skills/individual competenceStrong brand affinity, analytical and managerial skills, structured and creative mindset.Ability to holistically manage complex, multilateral topics.High customer orientation and resilience.Strong communication and influencing skills across diverse stakeholder groups.Willingness to conduct business travel.#J-18808-Ljbffr