Manager B2B Customer Experience (All genders welcome)

TN Germany; Frankfurt; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

Ein etabliertes Unternehmen im Bereich nachhaltige Mobilität sucht einen B2B Customer Experience Manager, um innovative Kundenreisen zu gestalten und zu optimieren. In dieser spannenden Rolle sind Sie verantwortlich für die Entwicklung und Implementierung von Strategien, die auf die Bedürfnisse der B2B-Kunden ausgerichtet sind. Sie werden eng mit verschiedenen Stakeholdern zusammenarbeiten, um sicherzustellen, dass alle Berührungspunkte der Kundenreise nahtlos und effektiv gestaltet werden. Wenn Sie eine Leidenschaft für Kundenservice und strategische Planung haben und in einem dynamischen, internationalen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifikationen

• 6-8 Jahre Erfahrung im B2B-Bereich, insbesondere im Automobilsektor.
• Fähigkeit, Geschäftsanforderungen in integrierte Kundenerfahrungen zu übersetzen.

Aufgaben

• Gestaltung und Optimierung von B2B-Kundenreisen über alle Berührungspunkte.
• Management von B2B-CX-Projekten zur Sicherstellung der Ausrichtung an Kias Zielen.

Kenntnisse

Projektmanagement

Präsentationsfähigkeiten

MS Office (Excel, PowerPoint)

Planungsfähigkeiten

Englisch

Ausbildung

Universitätsabschluss in Ingenieurwesen oder Betriebswirtschaft

Masterabschluss (von Vorteil)

Tools

Datenanalyse-Tools

Jobbeschreibung

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Manager B2B Customer Experience (All genders welcome), Frankfurt

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Client:

Kia Europe

Location:

Frankfurt, Germany

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

469fa7c41053

Job Views:

1

Posted:

09.05.2025

Expiry Date:

23.06.2025

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Job Description:

Join the movement and find new inspiration

We have an exciting opportunity as:

B2B Customer Experience Manager (all genders welcome) within our CX Strategy & Solution department at the Kia Europe Headquarters in Frankfurt/Main, Germany.

Job mission:
As a B2B Customer Experience Manager (all genders welcome), you will be responsible for B2B customer experience, aligning with the DRIVE, CHARGE, CONNECT, WORK regional strategy. Your role involves designing, integrating, measuring, and improving B2B customer journeys across all relevant touchpoints to create simple, intuitive, and integrated experiences, laying the foundation of Kia's B2B CX Ecosystem in Europe.

Your responsibilities:

Main responsibilities:

• Identify B2B customer types and target audiences; standardize customer journeys across touchpoints.
• Ensure compliance with CX standards; introduce innovations through benchmarking.
• Assess business requirements and enablers to enhance customer and business value.

Key tasks:

• Understand B2B market and customers: translate Kia's European strategy into B2B CX strategies and innovations.
• Analyze processes across touchpoints; optimize for B2B user groups.
• Study acquisition and ownership processes through market and benchmarking studies.
• Conduct targeted CX customer studies with the CX Intelligence team.

Develop B2B CX Ecosystem Solutions:

• Design integrated customer journeys aligned with KEU strategy.
• Identify projects with defined KPIs to establish the CX ecosystem.
• Deliver initiatives via CX playbooks and design customer satisfaction programs.
• Recommend solutions to boost ecosystem adoption at sales points.

Steer and Coordinate:

• Manage B2B CX ecosystem projects; ensure alignment with Kia's goals.
• Support tailored solutions; integrate front-end and back-end systems.
• Align NSCs, dealers, and stakeholders with B2B CX strategies.
• Maintain consistency across all B2B touchpoints in collaboration with CX managers.

Education:

University degree in Engineering or Business-related fields; Master’s degree is an advantage.

Experience:

• 6-8 years’ experience in automotive, B2B, Fleet, or product marketing solutions.
• Understanding of commercial and operational needs of Fleet and Commercial Vehicles customers and drivers.
• Ability to translate business requirements into visionary and integrated customer experiences.
• Familiarity with data technologies and IT solutions (not expert level) to understand systems landscape and evaluate technical solutions.
• Strong interpersonal skills to influence internal stakeholders (in KEU, NSC’s, and KHQ).
• Visionary thinking with strong self-motivation.
• International exposure to diverse, matrixed organizations in a global company.

Skills:

• Ability to drive international projects with good presentation skills.
• Proficiency in MS Office, especially Excel and PowerPoint.
• Great planning skills with the ability to deliver within deadlines.
• Ability to manage resistances and find solutions within constraints.
• Dynamic, self-motivated, with a high level of originality.
• Fluent in English; knowledge of additional European languages is an advantage.

Who are we?

Kia is a global mobility brand committed to creating sustainable mobility solutions. Founded in 1944, Kia has a rich history in manufacturing motorcycles, cars, and trucks for over 75 years.

We are leading the electrification of vehicles, developing mobility services, and inspiring consumers through our products and services under the slogan ‘Movement that inspires’.

Kia Europe, based in Frankfurt, leads 39 markets across Europe and the Caucasus, employing over 5,500 people, including about 3,500 in our Zilina, Slovakia plant. Our diverse workforce of 40 nationalities fosters a vibrant, inspiring environment. Join us if you’re ready to contribute to our exciting journey!