Manager, Silver Arrows at Mercedes-Benz USA, LLC

About Us

Mercedes-Benz USA, headquartered in Atlanta, GA is one of Fortune's 100 Best Companies to Work For. Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values.  Our products and employees reflect this dedication.  We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

Job Overview

The MBUSA Digital Experience vision is to create a seamless end-to-end experience that’s focused on the customer and fearlessly defines the future of digital.  Digital Experience delivers on this through its rallying cry of: Innovate.  Disrupt.  Lead.    

The Manager, SILVER ARROWS is responsible for the strategic development and implementation of Mercedes-Benz’s SILVER ARROWS loyalty program and leading a team of Personal Liaison Managers (PLMs).

Reporting to the Senior Manager, CRM, Loyalty, and Personalization, the Manager will serve as the subject matter expert on the SILVER ARROWS program and lead the PLMs who support our highest-priority customers, providing white-glove service to drive brand loyalty. The Manager will lead cross-functional teams to develop Sales and Aftersales processes that deliver an elevated experience for SILVER ARROWS customers. The Manager will also develop ongoing strategy to grow the SILVER ARROWS program and drive business results.

Responsibilities

•    Develop and drive SILVER ARROWS strategy based on customer feedback, dealer input, and performance tracking. Share insights with and manage internal MBUSA stakeholders, and Mercedes-Benz headquarters as appropriate. Subject matter expert and lead point of contact for SILVER ARROWS program.
•    Empower PLMs to build relationships with SILVER ARROWS customers and deepen the customers’ loyalty to the brand by providing responsive, personalized, and comprehensive support that surprises and delights. Guide the PLMs in forming close relationships with these customers and connecting them to brand resources and experiences.
•    Manage customer, dealer, MBUSA, and Mercedes-Benz headquarters stakeholders with focus on operationalization and influencing the growth of SILVER ARROWS program. 
•    Lead establishment and optimization of key cross-functional processes within MBUSA, with dealers, and with headquarters. Partner closely with Sales, Distribution, Product Management, Aftersales, Parts Logistics, Customer Assistance Center, and Brand Experience Marketing to ensure seamless SILVER ARROWS experiences. 
•    Ensure professional and consistent Mercedes-Benz luxury brand image in all communications and customer touchpoints.
•    Maintain a deep understanding of the automotive industry, including trends, products, and competitors, especially in the ultra-luxury segment.

Qualifications

•    Bachelor's Degree (accredited school) or equivalent work experience with emphasis in Marketing, Business, or other related fields. 
•    Must have 5 - 7 years (total) of experience in the following:

o    Business: proficient knowledge of fundamental business practices and concepts that impact the success and profitability of the organization. 
o    Customer Services/Aftersales: Knowledge of service, parts, and accessories businesses, marketing strategies and other business practices. Direct experience working with VIP customers and dealers desired.
o    Vendor/Agency Management: Proficient Knowledge of Agency/Vendor management and budget management.
o    Discretion: this Manager will handle personal information and preferences of VIP customers and must exercise great care in protecting the privacy of these customers.

•    Must possess advanced verbal and written communication and presentation skills, as well as excellent analytical, organizational, and interpersonal skills with ability to build and maintain relationships.
•    Exceptional attention to detail; strong product knowledge desired.
•    Strong organizational savvy and project management skills, with the ability to prioritize and manage multiple tasks and lead cross-functional initiatives.
•    Flexibility to work outside of normal business hours, incl. evenings and weekends, as needed.
•    Ability to travel domestically and internationally occasionally to support SILVER ARROWS member activities and events.
•    Ability to work independently and within a team environment.     
•    Ability to work in a fast-paced, action-oriented environment and to understand and digest complexity while focusing on the customer is key.

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.