Senior Expert Channel Strategy & Performance Customer Service (gn) full-time/part-time (hybrid)

Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,700 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team! What you can expect

• You take end-to-end ownership of the commercial performance of the customer service channel, define and anchor its role within the commercial funnel (e.g. conversion, retention, recovery), and shape the holistic performance model.
• You derive strategic priorities for the customer service channel and actively contribute them to the overarching commercial excellence agenda, including the definition, prioritization, and tracking of concrete business impact initiatives.
• You translate identified gaps into clear, prioritized requirements for capability pillars such as analytics, pricing, go-to-market, tooling, and enablement.
• You develop and manage a channel-specific, cross-functional roadmap to implement the defined requirements.
• You define and continuously evolve KPI frameworks to steer conversion, productivity, and efficiency.
• You ensure that delivered solutions are translated into scalable processes, KPIs, and ways of working, and are successfully implemented in customer service.
• You establish clear performance governance structures, including KPIs, cadences, and review formats, to sustainably steer the channel.
• You align and manage relevant stakeholders across functions to ensure consistent and effective execution., We stand for the compatibility of family and career! That's why we offer flexible working hours and family-friendly working time models. In addition, we rely on a balanced mix of on-site meetings and home office.

Do you have experience in Six Sigma?, * You bring strong experience in steering commercial functions at a strategic level and have a proven track record of delivering measurable business impact.

• You demonstrate a deep understanding of customer service as a commercial channel, including funnel logic and conversion mechanics, ideally supported by several years of hands-on leadership experience in the CS environment (approx. 5-8 years in management).
• You stand out through strong analytical capabilities and have experience in building and evolving KPI and performance frameworks.
• You have experience in developing and managing channel-specific roadmaps within cross-functional environments.
• You are familiar with CRM systems, service tools, and data-driven system landscapes and use them effectively to steer performance.
• You bring experience working in complex matrix organizations and are skilled at leading through influence without formal line management authority.
• You bring solid experience in productivity and efficiency models such as workforce management or cost-to-serve and apply them effectively to optimize performance.
• You have gained experience in commercial transformation initiatives and actively shape the introduction of new ways of working.
• You are familiar with quality improvement methodologies such as Six Sigma or comparable approaches and leverage them to sustainably enhance quality and efficiency.

We are looking forward to your application and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified. This position can be full-time or part-time (min. 30h/week). DKV Mobility is looking for the best talents and knows that these are not always available on a full-time basis. Many of our employees work part-time or in flexible working models. Please talk to us about the flexibility you need during the application process.

Pulled from the full job description

• Flexible schedule

Als führender europäischer Mobilitätsdienstleister widmen wir uns effizienten Mobilitätslösungen zur Steuerung gewerblicher Fuhrparks. Zu unserem Portfolio gehören smarte Produkte und Dienstleistungen rund ums Tanken, alternative Antriebsarten, Mautabwicklung, Liquiditätsvorteile und innovative vernetzte Services.

In unserem Know-how steckt die geballte Kompetenz von mehr als 1.000 Mitarbeiterinnen und Mitarbeitern aus 13 Ländern. Der DKV Euro Service ist Teil der DKV MOBILITY SERVICES Group, die 2018 einen Umsatz von 8,6 Milliarden Euro erwirtschaftete.