Digital Customer Service Center Manager – Mobility Aftermarket

About the role

We are looking for a dynamic leader to head the Digital Customer Service Center for the Mobility Aftermarket division. The manager will drive a customer‑centric, data‑enabled support hub, ensuring excellent service across voice, email, chat and self‑service channels.

Key responsibilities

• Lead daily operations of the digital customer care hub, covering voice, email, chat, self‑service platforms and back‑office channels.
• Maintain high‑quality, customer‑focused support with strong service performance and responsiveness.
• Manage a team of 6–10 customer support and process experts, handling workload distribution, resource planning and escalations.
• Foster a collaborative, high‑performing, customer‑centric team culture.
• Analyze KPIs, customer feedback and operational data to drive continuous improvement, automation and process optimisation.
• Implement digital tools and AI‑driven solutions to enhance efficiency, response quality and productivity.

Required profile

• Proven leadership experience in a customer service or contact‑center environment.
• Strong analytical mindset with a focus on data‑driven decision making.
• Excellent communication and stakeholder management skills.
• Ability to lead change and promote digital transformation.

Required skills