Be the driving force behind a truly customer-centric organization.
Reporting directly to the CEO/COO
At Mercedes-Benz, exceptional customer experiences don't happen by chance, they are designed, shaped, and continuously improved. We are looking for a visionary and results-driven Customer Experience Market Lead to take ownership of our Customer Experience agenda and lead the transformation that will define how customers engage with our brand.
This is a unique opportunity to influence strategy at the highest level, partner directly with senior leadership, and create meaningful impact across the entire customer journey. As the single accountable leader for Customer Experience at market level, you will connect people, processes, and insights to deliver measurable business results and elevate customer loyalty.
Your Mission:
As our Customer Experience Market Lead, you will champion the voice of the customer across the organization and drive a culture where customer-centricity is embedded in every decision.
You will:
- Own and steer end-to-end Customer Experience performance across the market
- Drive transformation initiatives that improve customer satisfaction, loyalty, and business outcomes
- Turn customer insights and feedback into concrete actions and sustainable improvements
- Inspire a customer-first mindset across functions, leadership teams, and the dealer network
- Act as a strategic advisor and trusted partner to the CEO/COO and senior leadership
How You'll Make an Impact
Lead Customer Experience Performance
You will be responsible for defining, monitoring, and continuously improving key Customer Experience metrics and outcomes.
- Drive market-wide CX performance and accountability
- Manage and optimize customer-centric KPIs, including NPS and journey performance metrics
- Identify improvement opportunities and translate insights into measurable actions
- Ensure customer feedback becomes a catalyst for business growth
Drive Transformation & Continuous Improvement
You will lead initiatives that challenge existing ways of working and create seamless customer experiences across all touchpoints.
- Drive cross-functional transformation projects across Sales, Marketing, Aftersales, and supporting functions
- Identify pain points across the customer journey and implement innovative solutions
- Foster a culture of continuous improvement and customer-centric thinking
- Challenge the status quo and champion best practices
Shape Governance & Strategic Steering
You will build the structures and governance needed to make Customer Experience a strategic business driver.
- Establish CX governance frameworks and steering mechanisms
- Develop dashboards and reporting tools that support data-driven decisions
- Monitor progress and ensure alignment with strategic objectives
- Create transparency around customer performance across the organization
Influence & Align Stakeholders
Success in this role requires collaboration, influence, and the ability to bring diverse stakeholders together around a common vision.
- Partner with senior leaders to shape CX strategy
- Align business functions, dealer network, and headquarters around customer priorities
- Collaborate closely with regional and HQ teams, as well as external partners
- Act as the central integrator connecting customer needs with business execution
What You Bring
We're looking for someone who combines strategic thinking with the ability to deliver tangible results.
Your Experience
- Proven track record in Customer Experience, Business Transformation, Strategy, or Change Management
- Strong understanding of customer journeys, Voice of Customer (VoC) programs, and CX performance indicators such as NPS
- Experience leading complex cross-functional initiatives and driving organizational change
- Background in automotive, premium brands, luxury, retail, hospitality, or other customer-centric industries is a strong advantage
Your Strengths
- Exceptional stakeholder management and influencing skills
- Strategic mindset with a strong business orientation
- Analytical thinking and data-driven decision making
- Strong communication and presentation capabilities
- Resilience, ownership, and the ability to navigate complexity
- Passion for creating outstanding customer experiences
Languages
- Fluent in English and the local language
Why Join Us?
- Shape the future of Customer Experience in one of the world's most iconic brands
- Own a high-impact role with visibility at executive level
- Work directly with the CEO/COO and senior leadership
- Collaborate in an international environment with regional and HQ stakeholders
- Drive transformation and see the measurable impact of your work
- Create experiences that strengthen customer loyalty and business success
Ready to make a difference?
If you're passionate about transforming customer journeys, influencing strategic decisions, and creating exceptional experiences that matter, we'd love to hear from you.
Join us and help shape the future of customer experience—one journey at a time.
*Only selected candidates will be contacted for further steps in the recruiting process