Customer Experience Systems Lead

Who you are

• To succeed in this role, you'll need a combination of systems affinity, strong communication skills, and a genuine passion for helping others succeed. You enjoy translating complex processes into practical solutions and are comfortable working with multiple stakeholders across different markets and functions
• You are proactive, structured, and customer focused. You take ownership of challenges, continuously look for opportunities to improve ways of working, and enjoy building knowledge and capability within a network. You thrive in an environment where change is constant and where collaboration is essential to success
• You are currently looking for a work-study agreement to gain professional experience, preferable for the next 2 years
• Strong project coordination skills, with the ability to manage multiple initiatives and system implementations simultaneously
• Excellent communication skills in English, with the ability to explain technical concepts to non-technical audiences

What the job involves

• We're currently looking for a Customer Experience Systems Lead as work-study student (‘alternant’) to join our Customer Experience team. Someone who is passionate about creating seamless customer journeys through excellent system administration, training, and operational support
• This is a key role in ensuring that our retailer network has the tools, knowledge, and support needed to deliver a premium customer experience at every touchpoint
• As Customer Experience Systems Lead, you will be the driving force behind the successful adoption, maintenance, and continuous improvement of our core customer-facing systems. You will work closely with local stakeholders, retailer partners, and HQ teams to ensure processes run smoothly and that new initiatives are implemented successfully across the network
• This position offers a unique opportunity to combine systems expertise, stakeholder management, training, and continuous improvement in a fast-moving and collaborative environment
• In this role, you'll be responsible for ensuring the effective use and continuous improvement of key customer experience systems and processes across the retailer network
• Own and manage the Retailer Portal, Test Drive Portal, and Polestar CRM, ensuring systems are correctly configured, maintained, and adopted across the retailer network
• Support the launch of new retailer and satellite locations, including system setup, user administration, test drive location configuration, and operational readiness activities
• Act as the primary point of contact for system and process-related questions, providing day-to-day guidance and support to retailer teams and internal stakeholders
• Lead onboarding and training activities for new agents and retailer users through virtual and on-site sessions, while creating and maintaining training materials, user guides, and support documentation
• Monitor system adoption, identify opportunities for improvement, collect user feedback, and work closely with HQ teams to drive enhancements, process improvements, and successful implementation of new functionalities

The application process

• Is this you? If you are interested in joining the Polestar crew, don't wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled

Benefits

• Hybrid work