📞 Senior Customer Care Lead bei INEOS Group in Böblingen zur Optimierung der Customer Journey

INEOS Automotive is redefining the 4X4 world with a focus on grit, rigor, and high-performance engineering. As we expand our global footprint, we are seeking a dedicated professional to lead our customer care operations in Böblingen. In this high-impact role, you will take ownership of complex customer cases and ensure that every interaction reflects our commitment to excellence.

Your Core Responsibilities

In your role as a Customer Care Lead, you will be the primary liaison between our call center partners, the dealer network, and our senior leadership. Your main objective is to drive customer satisfaction through the following activities:

• Managing and resolving high-level customer escalations with a structured and solution-oriented approach.
• Acting as a strategic interface between retail clients, global aftersales teams, and engineering departments to facilitate effective issue resolution.
• Optimizing operational processes regarding Roadside Assistance and general case management.
• Handling financial transactions, including refunds and goodwill gestures, in strict accordance with GDPR and fraud prevention guidelines.
• Ensuring all repair recommendations and decisions comply with technical standards and legal consumer rights.
• Providing transparent and proactive communication to manage customer expectations throughout the resolution process.
• Recording and reporting case histories to support management reviews and best-practice development.

What You Bring to INEOS

We are looking for a professional who thrives in a dynamic environment and possesses the following qualifications:

• A Bachelor’s degree in Business Administration or an equivalent academic background.
• Extensive experience of at least 5 years in a customer-facing or escalation management role.
• The ability to influence diverse stakeholder groups, from VIP customers to internal senior management.
• Strong knowledge of consumer laws, warranty policies, and regulatory compliance.
• Fluency in German (B2/C1 level) and professional proficiency in English.
• Advanced skills in MS Office, particularly Excel, and familiarity with CRM or ticketing systems.
• A high-level understanding of vehicle technology and maintenance is a significant advantage.

Why Join Our Team

At INEOS Automotive, we value individuals who challenge the ordinary. You will work within an international team of over 1,500 employees across 10 locations, all dedicated to building world-class vehicles. If you have the resilience and expertise to lead our customer care efforts, we invite you to be part of our journey.