Head of Customer Service Business Development (m/w/d) — Liebherr

Full description

The Customer Service division is a key growth driver and decisive differentiator for sustainable corporate success and high customer satisfaction. Spare parts business, services and customer-specific solutions make a significant contribution to long-term customer loyalty and to the development of new revenue potential. In addition, circular approaches such as remanufacturing and supporting digital solutions are becoming increasingly important for the further development of the service business. For the strategic development of this area, we are looking for an experienced leader as Head of Customer Service Business Development (m/f/d). In this role, you are responsible for the identification, development and implementation of growth-oriented initiatives in the after-sales environment and actively shape the further development of our service portfolio. Develop as a central interface between sales, service, product management and international partners They develop sustainable strategies to increase sales, profitability and customer loyalty. You combine entrepreneurial thinking with a deep understanding of customer needs, market requirements and economically and ecologically sustainable solutions. Strategic business development: Development and implementation of global growth strategies in customer service, especially in the areas of spare parts, service products, remanufacturing and digital solutions.

• Portfolio development: further development and optimization of the service portfolio taking into account market requirements, customer needs, economic efficiency and circular business models.
• Digital Service Products & Commercialization: Advancement, launch and monetization of digital service offerings (e.g. data-based services, remote services, subscription models) including pricing, go-to-market strategies and scaling.
• Remanufacturing strategy: further development and scaling of remanufacturing programs (e.g. return logics, processing processes, pricing models) to unlock additional revenue and margin potential.
• Initiative and programme management: overall responsibility for strategic projects and initiatives – from conception to successful implementation.
• Revenue and potential development: identification and realization of new business opportunities as well as expansion of existing service revenues. Cross-functional cooperation: Close coordination with sales, product management, supply chain (LLG) and support functions (e.g. IT) to implement the defined strategies.
• Stakeholder management: control and coordination with internal and external partners at national and international level.
• Performance management: definition and control of relevant KPIs to measure business success, efficiency, quality and contributions to sustainability.
• Change Management: Support and implementation of change processes for the continuous development of the service business.
• Governance & Roadmap: Development and management of an overarching customer service roadmap and management of relevant committees.
• Market and Competition Analysis: Continuous monitoring of market trends and derivation of appropriate measures. Qualifications:
• Completed studies in business administration, industrial engineering, mechanical engineering or comparable qualification.
• Several years of professional experience (at least 8-12 years) in customer service, after-sales, business development or sales, ideally in the industrial or mechanical engineering environment.
• Demonstrate success in the development and implementation of growth initiatives in the service business. Ideally, experience in remanufacturing, circular economy or sustainable business models.
• Sound understanding of spare parts, service and after-sales processes as well as international sales structures.
• Experience in managing complex projects and programs as well as working with interdisciplinary teams.
• Secure handling of common tools (e.g. CRM, reporting or analysis tools).
• Strong strategic and analytical skills as well as entrepreneurial thinking and action.
• High communication and assertiveness as well as intercultural competence.
• Structured, goal-oriented and self-responsible working method.
• Negotiation-proof knowledge of German and English.
• Willingness to travel (focus within Germany, Austria, France and Switzerland). Our offer We offer you more than just a job. Together we create fascinating things and offer a family environment within a global group of companies. In addition to the opportunity to develop both professionally and personally, you expect:
• extensive familiarization and a lot of room for manoeuvre
• flexible working hours
• diverse training and further education opportunities
• the opportunity for mobile work Have we aroused your interest? Then we look forward to your online application. For any questions, please contact Jeton Tahiri. One passion. Many opportunities. The company Liebherr-Components AG, founded in 2011, is responsible as a trading company for the worldwide distribution of components and system solutions of the group of companies. Its portfolio includes products from the field of mechanical, hydraulic and electric drive and control technology. Location Liebherr-Components AG Brown Boveri Strasse 7 5400 Baden Switzerland (CH) Contact Jeton Tahiri [email protected]