Title:  Service Center Manager

MSX International, leading global provider of business solutions for the automotive industry, is calling automotive aftersales professionals and enthusiasts that are ready for an exciting and challenging journey in the world of automotive CX.  

Are you an experienced customer experience manager? Are you passionate about automotive, and would you like to work with a prestigious automotive brand, leading a team of 50 professionals?

Then this may be the opportunity you’re looking for! 

The ideal candidate will possess strong leadership skills and the ability to provide an excellent level of service to all stakeholders. You will be front and center working with the client and the different markets every day to ensure customer satisfaction and operation with high quality.

What will be your responsibilities?

• You will be reporting directly to the European PM who heads the European CX operations for our client.
• Your primary activity is the operational management of our Automotive Customer Relations Centre, including personnel management, resource planning, and customer service quality oversight. The whole team consists of 50 colleagues allocated to five different markets, led by 4 team leaders and other specialists who would be reporting to you.
• In this role you will have a possibility to develop, propose and implement new strategies to improve the efficiency and effectiveness of the customer relations centre based on lean methodology and guaranteeing alignment with the other regional hubs in the project (Valencia and Gothenburg).
• As Service Centre Manager, you should create and maintain a positive and productive work environment that encourages innovation and collaboration within the teams and team members.
• Your task will include managing the relationship with the management of the client as well as with the national sales companies in the five markets of your regional hub.
• Besides, you will be the key responsible for P&L Management.

We are looking for You if…

• You have relevant education in Business Administration degree or similar
• You have good understanding of the automotive industry
• You have relevant knowledge of Customer Relations Centre applications
• You are fully professionally proficient in English and preferably Hungarian. Other Central European languages would be an advantage, especially Greek, Polish, Czech, Romanian.
• You have proven track record as operational & customer experience leader or contact centre manager and have experience in the development and control of action plans to drive quality and operational results. You are comfortable managing people and motivating the team.
• You have experience developing business strategies, implementing lean strategies and KPI measures as well as using controls/dashboards in data driven operations management and continuous improvement.
• You consider yourself a true team player with excellent communication skills who is able to interact with all levels of co-workers and clients.
• You believe in autonomy and that your great leadership and negotiation skills will bring excellent results while you also have an analytical mind to be able to make business decisions supported by data.  
• You value honesty and humility, you are someone who has a positive attitude and a solution-oriented mindset.

Working Pattern:

• 40 hours per week
• Flexible working environment, including work from home days

What we can offer you

• Regular training and access to global career opportunities/career progression.
• Modern office situated in Budapest.
• A professional but relaxed working environment, as part of a welcoming and diverse team.

MSX will secure for you an extensive onboarding program that will allow you to perform on the job in line with the high standards of the OEM.

About MSX:

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Diagnostics & Repair Enhancement
• Warranty and Repair Efficiency
• Technical Information
• Learning Solutions
• Sales Performance

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world
 

The MSXI Mission

To harness our expertise in mobility, the creativity of our global teams,

and the power of technology, to craft tailored and innovative solutions
 

The MSXI Vision

To enhance every journey in the world of mobility

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.