Digital Platform Implementation for Customers

- Implement and maintain digital platforms, which enables the direct sales to end customers
- Formulate strategy & execute on customers, competitors, and the market for roll-out within time, budget and quality
- Digital platforms include Mercedes me App Family, Mercedes me Care, Mercedes me Store which are digital channels to offer various products and services for customers
- Lead implementation by market requirements, prioritize main stakeholders’ requirement, set-up rollout plan, dealer training, etc.
- Define digital customer platform scope for each Business Unit and design the digital process and organization accordingly
- Coordinate with operating BUs to set pricing of Digital Customer products & services.
- Coordinate with marketing and PR teams to plan and execute customer communication
- Manage the project by outlining implementation roadmap with milestone activities and timeline
- Prepare regular management reports for MBK and HQ management and Project steering committee.
- Alignment with HQ/Region Overseas for alignment on the Digital Customer directions and market requirement
- Other potential digital platform implementation plan review and feasibility check


Digital Platform Optimization

- Ensure that Digital Customer platforms (e.g. Mercedes me Store, Mercedes me Care, Mercedes me App Family and other applications) are operated with efficiency and effectiveness.
- Track digital platform usage trends and develop initiatives to improve the online use to achieve digital sales goal of 25% by 2025
- Coordinate with IT to resolve technical incidents and remove the root cause of the issues.
- Coordinate with relevant Business Units for new change requests across all functions
- Re-engineer the business processes of Digital Customer platforms, harmonizing views from all Business Units
- Support operations of Digital Customer platforms, including Mercedes me Store, Mercedes me Care, Mercedes me App Family, and Digital Customer Service initiatives, in terms of Incident, Problem and Change management
- Coordinate with CRM team in order to ensure that customer journey interactions are adapted to digital dealer business processes

Dealer Communication

- Coordinate with Dealers for required communication sessions with dealer management and employees (e.g. Dealer training, Information sharing via Benefit site, etc.)
- Coordinate with Network Development team for aligning online and offline initiatives
- Arrange business workshops, working discussion sessions with dealers.
- Develop dealer distribution materials (when necessary)

Business Partner alignment and communication

- Coordinate with external partners and agencies for digital customer initiative execution and in-depth analysis
- Closely communicate and discuss with HQ/Region, CoC : periodic/adhoc communications for alignment and problem solving
- Proactively coordinate and align with internal teams (Sales/ Marketing/ CS/ PPS/ Finance & Controlling/ Legal/ CCC/ relevant teams)
- Steering Agency and suppliers
- Work with external/internal organizations for digital dealer solutions improvement