Track & Contact Centre Contract Manager

We're looking for someone who is customer-focused and people-oriented, with proven experience leading teams, managing third-party service providers and driving sales performance while delivering outstanding customer outcomes.

In this role you'll manage the service delivery of track & contact centre services to Mercedes-Benz World ensuring business objectives are met and delivered with the highest level of service and professionalism in all areas, ensuring resources used effectively to deliver needs.

What you'll do:

· Lead the performance and continuous improvement of the Track & Contact Centre, driving service excellence, efficiency and customer satisfaction

· Manage key supplier relationships, monitor SLAs and KPIs, and ensure resource allocation meets operational demand

· Identify and implement process improvements, new products and customer experience enhancements

· Own departmental budgets, forecasts and performance reporting, ensuring effective cost control and informed decision-making

· Drive sales and service performance by maximising opportunities, removing barriers and resolving customer issues

· Lead, develop and motivate a high-performing team while delivering marketing initiatives and building strong internal and external partnerships

What makes this role exciting:

This is a unique opportunity to shape the customer experience at Mercedes-Benz World, leading high-performing teams, driving operational excellence and delivering unforgettable brand experiences that bring Mercedes-Benz to life., We care about your personal data. The UK General Data Protection Regulation provides you with more control and by submitting an application to us, we consider this to be an agreement to process your personal data in support of our recruitment and selection process.

Data categories that we process in relation to your application are the ones that you provided as part of the application process. We process your personal data in relation to the application, in accordance with the legal requirements. Recipients of your personal data within our company are the managers of the specialist unit in charge of filling the position and the responsible colleagues from HR.

Your application data is held within our secure application tracking system called Taleo - you'll be given access to a candidate zone in this system where you can monitor and manage your application and see status updates. We will communicate with you, by email or phone throughout the recruitment process so that we can keep you updated and inform you of your progress through the recruitment process. You can also seek 'job alerts' once you are registered in Taleo and it's possible your details may be returned in searches we conduct for new positions and we may contact you by email to let you know about them. We limit the storage of your data to the necessary period. Contact us as [email protected] for further information.

· Proven experience leading high-performing, customer-focused teams

· Strong commercial acumen with a solid understanding of sales and P&L performance

· Exceptional communication and stakeholder influencing skills

· Passion for delivering outstanding customer and colleague experiences

· Excellent organisational skills with the ability to prioritise and meet deadlines

· Experience managing third-party suppliers and service contracts

· A data-driven, analytical approach to decision-making and problem-solving

· A self-motivated, adaptable mindset with a passion for continuous improvement

At Mercedes-Benz Cars, we're passionate about what we do. Whether we're exploring ways to make motoring more sustainable, or pushing the boundaries of technology, innovation underpins everything we do.

We're ambitious, future-focused and committed to shaping the future of electric mobility with digital solutions that deliver best-in-class customer experiences.

Our culture is built on inclusivity, respect and equal opportunities. We recognise that our diverse backgrounds, beliefs and experiences shape who we are, what we do and how we do it.

It's an exciting time to join us, why not be part of the journey?, Through the doors of Mercedes-Benz Cars, you'll find a passionate team working to drive creative solutions, setting the standard for quality, innovation, and customer experience in everything we do. We know that to keep this team motivated, we need to ensure that everyone has equal opportunity.

We celebrate a culture of appreciation and respect, where everyone is valued for who they are. We believe our backgrounds, experiences and cultures contribute to our shared experience and shape who we are and what we do. The diversity of our colleagues reflects the diversity of our customers. This diversity is the driving force behind our ideas.

· A flexible approach to working hours, including occasional evenings and weekends to support customer and business needs.

At Mercedes-Benz, we operate with integrity and therefore you are required to maintain ethical standards in accordance with our polices and adhere to the Company's Compliance Guidelines and Policies including Anti-Bribery and all relevant competition law.

What's in it for you:

As well as the opportunity to work in a dynamic environment, with a great team and culture, we'll offer you a competitive salary and discretionary bonus structure. We also hope you'll love our products as much as we do, with access to our colleague car schemes. On top of that, you'll be able to join our pension scheme and you'll get a flexible benefit pot that can be used to find the benefits that are right for you.

We're here to support you - we offer access to colleague wellbeing resources, including an Employee Assistance Programme and Mental health First Aiders, as well as flexible opportunities to support work life balance. We'll also encourage your development, with the training and knowledge you need to reach your potential.