Title: Business Coach Mentor - Senior (m/w/d)

Who are we?

MSX is a leading technology – enabled business process outsourcing company that provides state of the art solutions and services to automotive business in more than 80 countries. For over half a century, our strategic solutions have helped car manufacturers and their dealer networks thrive within the evolving automotive industry.

Working at MSX means being part of a motivated, successful team. We focus on three key principles: empowering our people to contribute to company development; creating systems and processes that support organizational and personal growth; and fostering people’s growth by promoting an entrepreneurial approach to work.

Role Purpose

We are currently looking for an experienced Business Coach Mentor (m/f/d) for a Renowned Car Brand, who is leading the Customer Success Managers in achieving the program targets in European markets.

An experienced Business Coach Mentor plays a critical role in maintaining the quality, efficiency, effectiveness, and reliability of Customer Success Manager responsibilities. BCM will be directly responsible for maintaining standards of performance regardless of who is in the CSM role.

Main Responsibilities/Tasks:

• Mentoring
• Mentor and guide CSMs to deliver the program per global and regional direction, be the role model of engagement for the CSMs
• Work with CSMs to bridge development needs and gaps in monthly, virtual 1:1 session
• Ensure that CSMs are using the information and learnings provided during program summits and/or by program management team
• Review and follow Action Plans submitted by CSMs to reinforce positive behaviours and contributions and identify performance improvement
• Guide CSMs in their accountability partnership with dealers

• CSM hiring/onboarding
• Recruitment of CSMs for countries within own remit
• Support their onboarding. Onboarding includes: familiarize the new CSM with the purpose and goals, priorities and system requirements of the program, and implementing CX strategy.

• Communication
• Cascade key messages and direction to CSMs in relevant markets
• Ensure CSMs are aware of updates, best practices, and new tools that become available via the Toolbox
• Ensure that CSMs are providing feedback on the quality, usability, and impact of toolbox materials
• Report best practices and pain points by market, as required (monthly, quarterly)

• Support the company
• Support Global team in the regionalization process of the global content
• Development of Europe specific content contributing the program targets
• Join immersion events and facilitate dealer sessions
• Join weekly and monthly meetings and/or markets to review the program status.

• Drive in-country enrolment and re-enrolment strategy
• Monitor the program KPIs of the CSMs in relevant European markets and ensure the delivery of the performance at CSM level
• CSM Role of BCM
• Be assigned stores and work as a CSM for those assigned Stores to understand how business is going in the dealers

Your Profile:

• A player-coach — You're comfortable switching gears between tactical execution on the front lines with customers and strategic planning and performance with a clear understanding of the bigger picture.
• An exceptional people leader — You possess strong leadership skills and a proven history of attracting, developing, motivating, and retaining outstanding managers and associates who are highly accountable and engaged around our brand mission, vision, and values.
• You're process-oriented — You are skilled at developing new frameworks and building scalable processes from scratch to enable efficiency, productivity, and scale.
• A data-driven decision maker — You've got solid analytical skills with the ability to analyze and interpret data to deliver insights that optimize business performance.
• An excellent project manager — You are highly skilled at end-to-end project management and adept at juggling multiple projects and priorities in a fast-paced environment while never missing a deadline.
• A collaborative team player — You work effectively with others and love collaborating cross-functionally on high-impact projects that add value.
• A Customer Experience (CX) thought leader — You're deeply knowledgeable about the latest industry trends, best practices, software, and tools and leverage those insights to continuously raise the bar for our CX function.

Desired Skills:

• Understands the challenges of the automotive leadership and frontline employees, e.g., Sales, Service, and Parts
• Work directly with Leadership Team to gain momentum on CX
• Owns accountability for Ownership Experience performance metrics, ensuring KPIs are achieved or exceeded
• Strong influence, negotiation, analytical, and executive management skills
• Organizational change agent and unifying leader, establishing goals, and implementing innovative processes while spearheading operational improvement initiatives
• Comfortable with tough conversations and confident expressing candour to any audience; has executive presence
• Unify multi-disciplinary team stakeholders, and executives while executing high-quality strategies
• Facilitate workshops and lead meetings with Leadership to ensure transparency between departments
• Solution oriented with a focus on goal attainment and driving change
• Excellent written and verbal communication skills
• Use powerful questions to raise awareness of areas of opportunity
• Comfortable with working with groups or individuals
• Embraces diversity, thinking, and being able to motivate others through challenging situations
• Ability to develop collaborative relationships and become a trusted partner

What do we require from you?

• Min. 5-7 years of coaching, consulting experience in automotive/retail/hotel/airlines or similar
• Min. 5-7 years of coaching and/or consulting knowledge or significant related professional experience in CX and/or retail operations/ownership experiences
• 5+ years of proven experience managing people and teams
• Proven ability to design customized learning solutions to support client goals
• Ability to understand business strategy and translate it into learning solutions
• Ability to deal with ambiguity and fast-paced change driven by growth and client needs
• Proven ability to adhere to a schedule of customer appointments
• Highly analytical and data driven
• Demonstrated ability to effectively collaborate with multiple stakeholders
• Human Centered Approach
• Good written and verbal skills of English, any other European language is a plus
• Strong Facilitation Skills
• Proficient with Microsoft Office365 (XLS, PPT, Word)
• Tech Savvy
• Travel Required

Not convinced yet?

The future of our employees is important to us!

As an international company, MSX offers the opportunity to develop professionally in a global environment and to work with almost all car manufacturers in the world. You can develop yourself on a national and international level.

We value your health!

To keep our employees healthy and fit, we offer fresh fruit baskets, nationwide cooperation with selected fitness studios and other measures to promote health, depending on the location. In the event of illness, you are covered by a sick pay allowance for up to 20 weeks after the end of the statutory period of continued payment of wages.

Room for individuality!

What sets us apart are flat hierarchies, short decision-making processes and a collegial atmosphere. Annual company events or leisure activities with colleagues are not neglected. In addition, we offer flexible and individual working time models depending on the area of responsibility.

We offer additional benefits!

Benefit from our various employee discounts on selected products in our online benefits portal.

Become part of MSX and help shape the future of the automobile!

Have we aroused your interest? Then we look forward to receiving your complete digital application!