We are currently looking to hire a Peace of Mind Services Portfolio Specialist

About the role:

As the Peace of Mind Services Portfolio Specialist, your primary objectives are to enhance customer satisfaction and drive revenue growth through our services portfolio. You will play a crucial role in ensuring that our services meet customer needs, align with strategic goals, and contribute to long-term success. Your focus will be on optimizing service offerings, pricing, and market reach.

Key responsibilities:

Service Portfolio Optimization:

• Enhancing Customer Value: Your primary focus is to enhance the value our services bring to customers. This involves understanding their pain points, needs, and preferences. By analyzing customer feedback and market trends, you'll identify gaps in our service offerings and propose improvements.
• Strategic Expansion: You'll collaborate with cross-functional teams to refine and expand our services portfolio. This includes evaluating potential new services, assessing their feasibility, and aligning them with our long-term strategic goals. Your decisions will directly impact revenue growth and customer satisfaction.
• Lifecycle Management: Throughout a product's lifecycle, you'll assess its performance, relevance, and profitability. Should we sunset certain services? Are there opportunities to bundle or customize offerings? Your insights will guide these critical decisions.

Pricing and Revenue Management:

• Profit Maximization: Pricing isn't just about numbers; it's about value perception. You'll analyze pricing structures, considering factors like competitive landscape, customer willingness to pay, and cost structures. Your goal is to maximize profitability while ensuring our services remain accessible.
• Dynamic Pricing Strategies: As market dynamics change, so should our pricing. You'll recommend adjustments based on demand elasticity, seasonality, and competitive moves. Balancing short-term revenue goals with long-term customer loyalty is key.
• Upselling and Cross-Selling: By strategically adjusting prices and bundling services, you'll encourage customers to explore additional offerings. This contributes not only to revenue growth but also to a holistic customer experience.

Strategic Planning and Budgeting:

• Financial Alignment: You'll actively participate in annual budget processes, advocating for necessary resources to support service initiatives. Balancing investment in innovation with cost containment is crucial.
• Cross-Functional Collaboration: Working closely with central and regional teams, you'll align priorities. Whether it's coordinating marketing campaigns, training efforts, or service launches, your ability to bridge functions ensures seamless execution.
• Roadmap Development: Your clear service rollout roadmap will guide implementation. Prioritizing markets, touchpoints, and timing will be essential for successful execution.

Market Prioritization and Touchpoint Alignment:

• Data-Driven Insights: You'll evaluate market opportunities based on installed base data, customer demographics, and growth potential. Which markets offer the most significant upside? Where should we allocate resources?
• Consistent Messaging: Defining touchpoints (e.g., marketing materials, customer support interactions) ensures consistent messaging. Whether it's a warranty extension or repair service, customers should receive a unified experience.
• Brand Reputation: Upholding service quality across touchpoints reinforces our brand's reputation. Your attention to detail matters, from website content to call center scripts.

Quality Assurance and Training:

• Empowering Teams: You'll collaborate with training and development specialists to create high-quality content. Service teams need the right tools and knowledge to deliver exceptional experiences.
• Continuous Improvement: Regularly assess training effectiveness and adjust content as needed. Whether it's technical skills or soft skills, your commitment to excellence drives service quality.
• Customer-Centric Culture: By emphasizing the importance of service quality, you'll foster a culture where every employee understands their role in delivering peace of mind to our customers.

Requirements:

• Bachelor's and/or Master's degree in a relevant field.
• Minimum of 5 years of professional experience in roles directly related to claims management, preferably within the aftermarket sector. Candidates should have a strong understanding of commercial category dynamics, sales processes, and business development strategies, with a focus on service claims.
• Extensive background in P&L management, demonstrating the ability to analyze financial data, identify cost-saving opportunities, and drive profitability within a services context.
• Proficiency in project management and business process improvement, with a track record of leading successful change initiatives within large organizations. Strong analytical skills are essential for identifying areas of improvement and implementing effective solutions.
• Excellent commercial acumen, with a results-driven mindset and a focus on delivering high-quality service outcomes. The ideal candidate should demonstrate diligence, attention to detail, and a commitment to achieving objectives.
• Exceptional collaboration and communication skills, with the ability to work effectively within a matrix environment and build strong relationships with internal and external stakeholders.
• Previous experience in an international company is preferred, with a demonstrated ability to work collaboratively in multi-functional and multi-cultural teams.
• Language requirement: fluent in both written and spoken English.