Track & Contact Centre Contract Manager

About Us

At Mercedes-Benz Cars, we’re passionate about what we do. Whether we’re exploring ways to make motoring more sustainable or pushing the boundaries of technology, innovation underpins everything we do.

We’re ambitious, future-focused and committed to shaping the future of electric mobility with digital solutions that deliver best-in-class customer experiences.

Our culture is built on inclusivity, respect and equal opportunities. We recognise that our diverse backgrounds, beliefs and experiences shape who we are, what we do and how we do it.

How you’ll play your part

We're looking for someone who is customer-focused and people-oriented, with proven experience leading teams, managing third-party service providers and driving sales performance while delivering outstanding customer outcomes.

In this role you’ll manage the service delivery of track and contact centre services to Mercedes-Benz World, ensuring business objectives are met and resources are used effectively to deliver customer and business needs.

What you’ll do

• Lead the performance and continuous improvement of the Track & Contact Centre, driving service excellence, efficiency and customer satisfaction.
• Manage key supplier relationships, monitor SLAs and KPIs, and ensure resource allocation meets operational demand.
• Identify and implement process improvements, new products and customer experience enhancements.
• Own departmental budgets, forecasts and performance reporting, ensuring effective cost control and informed decision-making.
• Drive sales and service performance by maximising opportunities, removing barriers and resolving customer issues.
• Lead, develop and motivate a high-performing team while delivering marketing initiatives and building strong internal and external partnerships.

What makes this role exciting

This is a unique opportunity to shape the customer experience at Mercedes-Benz World, leading high-performing teams, driving operational excellence and delivering brand experiences that bring Mercedes-Benz to life.

What you’ll bring

• Proven experience leading high-performing, customer-focused teams.
• Strong commercial acumen with a solid understanding of sales and P&L performance.
• Exceptional communication and stakeholder influencing skills.
• Passion for delivering outstanding customer and colleague experiences.
• Excellent organisational skills with the ability to prioritise and meet deadlines.
• Experience managing third-party suppliers and service contracts.
• A data-driven, analytical approach to decision-making and problem-solving.
• A self-motivated, adaptable mindset with a passion for continuous improvement.
• A flexible approach to working hours, including occasional evenings and weekends.

What’s in it for you

Mercedes-Benz offers a competitive salary and discretionary bonus structure, colleague car schemes, a pension scheme and a flexible benefit pot. Benefits also include wellbeing resources, an Employee Assistance Programme, flexible working opportunities and development support.

Who we are

Mercedes-Benz Cars is a passionate team working to drive creative solutions and set the standard for quality, innovation and customer experience. We celebrate appreciation, respect and equal opportunity.

What’s next?

Applications are submitted through the Mercedes-Benz Group careers portal. Reasonable adjustments are available, and flexible working options can be discussed. Applicants must have the right to work in the UK.

Benefits

• Health benefits
• Parking
• Canteen and café
• Good public transport
• Barrier-free workplace