Customer Care Manager

The RoleThe purpose of this position is to manage the implementation of Astara Poland's customer care center strategy to ensure the highest quality of customer service and strengthen the position of the brands in the market and to manage the implementation of local and OEMs trainings strategy in order to provide the best customer experience, professional services and high efficiency at the dealerships. By those, this role has an indirect impact on brands market positioning and image and dealers business efficiency. This position involves cost-efficient budget management.Main Functions/ResponsibilitiesCustomer Care – all Astara brands:Implement of Astara customer care (CC) centre strategy to support the positioning of all Astara brands in the market, providing the best customer experience and increasing customer loyaltyCommunicate with OEM HQ in regards to processes and strategic decisions related to the Customer Care Customer Care budget planning & budget management for Astara brandsTraining – All Astara BrandsManage relationship with LMS Administrator of assigned brand (external supplier) Participation in Train The Trainers sessions and central workshopCollaborate with external training AgenciesGather feedback from the dealership network, SPM, APM and other departments about current training needs Training budget planning & budget management for Astara brands. Team Leadership & DevelopmentFoster a positive, inclusive team culture by promoting collaboration, open communication and the Astara values to strengthen relationships and engagement. Set clear objectives and expectations for the teams performance, regularly review and assess performance, address any issues to ensure goals are met. Professional Experience/QualificationsMinimum 5 years of experience in automotive incl. collaboration with the Dealership network Outsourced supplier management experience Budget planning and management experience Experience in CRM Call Center software & LMS usage is advantage Highly co-operational, assertive in communication, strong influencing skills Ability to handle complexity and work on multiple tasks parallel Team management skills Project management and outsourced supplier management skills Driving license Analytical thinking and ability to draw the conclusions from the reports and indicators OfferOpportunity to work in a dynamic environment with renowned automotive brands: Nissan, Mitsubishi, and IsuzuAttractive benefits package:Private medical healthcareLife insuranceMultisport CardAccess to LinkedIn Learning for continuous developmentHybrid work model: 3 days in the office, 2 days working from homePlease Include The Following Consent Clause In Your CV"I hereby give consent for my personal data included in the application to be processed by Astara NIP Poland Sp. z o.o. for the purposes of the recruitment process in accordance with Article 6(1)(a) of Regulation (EU) 2016/679 of 27 April 2016 (General Data Protection Regulation). I also consent to the processing of my personal data for the purposes of any future recruitment processes."