Business Process Owner (BPO) Customer Service (m/f/d)

Liebherr Group; Nussbaumen; On-site; CHF 110,000 - 150,000; Full time

Job summary

Liebherr Group is seeking a Business Process Owner to lead strategic ERP and CRM transformation efforts in a global context. You will own defined business processes, collaborate with regional divisions, and ensure practical, scalable process improvements embedded in daily operations across the organization.

The role requires strong analytical capabilities, experience with CRM/ERP projects, and fluency in German and English.

Qualifications

• University degree in Business Administration, Informatics, Engineering, or an equivalent qualification.
• Several years of experience in process management, ideally within international transformation projects (CRM, ERP, or service-related processes).
• Strong expertise in analysing, modelling, and optimizing end-to-end business processes.
• Proven experience working closely with operational business units, IT teams, and external partners.
• Excellent communication and facilitation skills, with strong intercultural competence.
• High level of initiative, assertiveness, and a structured, solution-oriented working style.
• Very good command of German and English.

Responsibilities

• End-to-end ownership, governance, documentation, and continuous improvement of assigned business processes (e.g. Customer Service, Part Sales, Marketing, Master Data).
• Ensuring that process designs reflect operational realities, regulatory needs, and local service requirements while maintaining global standards.
• Acting as a trusted partner for operational units, ensuring close alignment between global process design and local execution.
• Regular engagement with operational customer service teams to translate needs into scalable process and system improvements.
• Supporting rollout and go-live phases to ensure smooth adoption and business continuity.
• Collection, evaluation, and prioritization of requirements from operational divisions and regional organisations.
• Translation of business needs into IT-ready requirements in close cooperation with Product Owners, and implementation partners.
• Balancing global standardization with justified local deviations and feeding local requirements back into global solutions.
• Active participation in all project phases (Pre-Study, Design, Build, Rollout, Operations).
• Ensuring seamless process integration into target systems and stable transition from project mode into operational use.
• Supporting localization activities and deciding whether requirements should be implemented globally or locally.

Skills

Process ownership

Cross-functional collaboration

Requirements management

Project lifecycle

Communication

Intercultural competence

Initiative

Structured working style

Education

University degree

Job description

The Business Process Owner (BPO) plays a key role in the strategic ERP and CRM transformation projects, with end-to-end responsibility for defined business processes and their continuous development. The objective is the successful rollout and sustainable optimization of standardized, digital customer service processes across the international Liebherr Group.
A central success factor of the role is the close, day-to-day cooperation with our operational divisions. The BPO works directly with the Divisions’ customer service department and regional service organizations to ensure that defined processes are not only designed centrally, but are practical, scalable, and embedded into daily operations in both the regional and central organisations.

Tasks:

Process Ownership

• End-to-end ownership, governance, documentation, and continuous improvement of assigned business processes (e.g. Customer Service, Part Sales, Marketing, Master Data)
• Ensuring that process designs reflect operational realities, regulatory needs, and local service requirements while maintaining global standards.

Close Collaboration with Operational Divisions

• Acting as a trusted partner for operational units, ensuring close alignment between global process design and local execution.
• Regular engagement with operational customer service teams to gather feedback, identify pain points, and translate operational needs into scalable process and system improvements.
• Supporting rollout and go-live phases to ensure smooth adoption and business continuity.

Requirements Management

• Collection, evaluation, and prioritization of requirements from operational divisions and regional organisations.
• Translation of business needs into IT-ready requirements in close cooperation with Product Owners, and implementation partners.
• Balancing global standardization with justified local deviations and feeding relevant local requirements back into global solutions.

Project Contribution

• Active participation in all project phases (Pre-Study, Design, Build, Rollout, Operations).
• Ensuring seamless process integration into target systems and stable transition from project mode into operational use.
• Supporting localization activities and deciding whether requirements should be implemented globally or locally.

Qualifications:

• University degree in Business Administration, (Business) Informatics, Engineering, or a comparable qualification.
• Several years of experience in process management, ideally within international transformation projects (CRM, ERP, or service-related processes).
• Strong expertise in analysing, modelling, and optimizing end-to-end business processes.
• Proven experience working closely with operational business units, IT teams, and external partners.
• Excellent communication and facilitation skills, with strong intercultural competence.
• High level of initiative, assertiveness, and a structured, solution-oriented working style.
• Very good command of German and English.

Our Offer:

Can we inspire you to take on a responsible role in a dynamic and independent family business? We offer you freedom for ideas, a secure job, progressive and family-friendly employment conditions such as flexible working hours and opportunities for further training.

One Passion. Many Opportunities.