Ownership Experience Operations Manager - 1 year Maternity Cover (m/w/d)
Job Description

Role Summary:

As the Ownership Experience Operations Manager (m/w/d), you will translate the CX strategy into effective day-to-day operations, ensuring that processes, systems, and teams across markes consistently deliver a high-quality customer experience. You will oversee CX operations across all customer touchpoints, drive the consistent execution of CX standards, and ensure strong alignment and operational excellence across markets.

We want you to:

  • Monitor and report key CX KPIs (e.g., NPS, FRFT), ensuring transparency and delivering actionable insights across markets
  • Drive alignment with Regional and Market teams on CX action plans, enabling consistent customer-centric execution
  • Identify operational gaps and lead continuous improvement initiatives across CX processes
  • Define, standardize and optimize CX processes, tools, and data governance to ensure consistency, scalability and operational excellence
  • Collaborate cross-functionally (Sales, Aftersales, Marketing, Dealer Network Development and Markets) to enhance customer satisfaction, loyalty, and retention, while
  • supporting new product and digital service launches (e.g., apps, connectivity) 

About you:

  • Bachelor’s degree or equivalent in Economics, Business, Marketing, or a related field.
  • 7–10 years of relevant experience, ideally within market research, automotive, aftersales processes, or a related field.
  • Strong affinity with project, market, and vendor management.
  • Solid expertise in MS Office applications, especially Excel and PowerPoint.
  • Ideally, experience with data analysis software and customer insight tools such as SPSS, mTAB, Medallia, or other VOC tools.
  • Experience working with KPIs such as NPS, VOC, and retention metrics.
  • Strong operational and process management mindset.
  • Solid understanding of customer service, sales, aftersales, and dealership environments.
  • Ability to translate strategy into effective operational actions.
  • Good understanding of customer care and social media channels.
  • Strong stakeholder management skills with a clear focus on execution.
  • Excellent communication skills, with a collaborative and goal-oriented approach.
  • Strong analytical and conceptual capabilities, with the ability to turn insights into actions.

We offer:

  • A competitive salary and benefits package
  • Flexible working hours and a hybrid working policy
  • Continued learning and professional development
  • Car sharing and lease mobility program
  • Complimentary daily lunch at our canteen and subsidized breakfast options
  • Complimentary fitness facility and the opportunity to join various sporting clubs
  • Highly international working environment
Information at a Glance
Posting Start Date:  09/09/2026
Location:  Germany
Level of Experience:  Mid-Career
Employment Type:  Temporary
Function:  Aftersales
Subfunction: