CRM Governance Manager - Service (m / f/d)

About GEA

• GEA is one of the largest suppliers for the food and beverage processing industry and a wide range of other process industries. Approximately 18,000 employees in more than 60 countries contribute significantly to GEA’s success – come and join them! We offer interesting and challenging tasks, a positive working environment in international teams and opportunities for personal development and growth in a global company.

• Why join GEA

• GEA is an equal opportunity employer. Applicants will therefore receive consideration for employment without regard to age, sex, race, color, religion, world view, national origin, genetics, disability, gender identity, marital status, sexual orientation, veteran status or any other protected characteristic required by applicable law. Applicants with disabilities are welcome and will be given special consideration if they are equally qualified.

Your profile and qualifications

• Successfully completed studies Bachelor/master in Business Administration, Economics, Engineering or equivalent qualification

• Minimum 2-3 years' professional experience in service, service excellence or service Consulting or equivalent qualification

• Proven background/certifcation in Project management (such as IPMA level D or equivalent)

• Structured and self-reliant working approach

• Passion for service process and excellence and training people

• Fluent in English, further languages of advantage

• Willingness to travel and to work in a global community

Your responsibilities and tasks

• Coordinate the rollout of service/field service rollouts with Divisions, country organizations, IT and Transform 360

• Roadmaps and rollout strategies including resourcing and costs

• Coordinate with external implementation partner

• Enable and train the divisional and local coordinators

• Support go-live/hot phase of a rollout

• Link the different parties within the project

• Future development of Service and especially / Field Service for globalCRM

• Collect Ideas/Requests from the Users/Key Users, structure and priotize them

• Align with Transform 360 and GEA Digital for future developments of globalCRM to fit the E2E process

• Vision for future Service functionalities for globalCRM

• Governance of Service and Field Service activities for globalCRM

• Define and develop guidelines and standards

• Define and develop KPIs and dashboards to steer service processes

• Align service processes with BPM and Transform 360

• Enable and train the divisional and local coordinators & key users