About NIO
NIO Inc. is a pioneer and leader within the premium smart electric vehicle market. Founded in November 2014, NIO’s mission is to shape a joyful lifestyle by offering high-performance smart electric vehicles and the ultimate user experience – building a community that shares joy and grows together.
NIO designs, develops, jointly manufactures, and sells premium smart electric vehicles, driving innovations in next-generation technologies across autonomous driving, digital technologies, electric powertrains, and batteries. NIO differentiates itself through its continuous technological breakthroughs and innovations, such as its industry-leading battery swapping technologies, Battery as a Service (BaaS), as well as its proprietary autonomous driving technologies and Autonomous Driving as a Service (AdaaS).
NIO’s product portfolio consists of the all-new ES8 (or the EL8), a smarter, safer and more sustainable, luxury six-seater electric SUV, the ES7 (or the EL7), a mid-large five-seater smart electric SUV, the ES6 (or the EL6), a five-seater all-round smart electric SUV, the EC7, a five-seater smart electric flagship coupe SUV, the EC6, a five-seater smart electric coupe SUV, the ET7, a smart electric flagship sedan, the ET5, a mid-size smart electric sedan, the ET5T, a smart electric tourer, and its smart electric executive flagship, the ET9.
For our User Relationship Team in Munich we are looking for a
Customer Satisfaction Specialist (m/f/x)- Germany
Responsibilities:
* Develop and drive a long-term strategy to enhance user satisfaction and loyalty
* Act as an internal advisor to all business divisions on topics related to user satisfaction and customer-centric thinking
* Continuously identify cross-functional improvement opportunities that impact user satisfaction, and drive relevant initiatives
* Design and implement scalable processes to capture, evaluate, and act on user feedback in collaboration with internal stakeholders
* Support and co-lead strategic projects aimed at delivering a premium customer experience across the entire user journey
* Align with the EU team on cross-market satisfaction topics and shared challenges
* Act as a central liaison between User Relations and all relevant business functions to ensure consistent and timely user experience handling
* Own and monitor key user satisfaction KPIs, ensuring continuous improvement across all touchpoints
* Prepare and present weekly satisfaction reports with actionable insights
* Oversee and support timely responses to user posts and inquiries within the app environment
* Identify dissatisfied users early, initiate proactive outreach, and manage resolution paths collaboratively
Qualifications:
* 1-3 years of work experience with 1+ years of community experience preferred
* Strong experience managing fast scaling and highly user centric customer support teams a ideally in a community or premium lifestyle environment
* Experience in building and scaling customer success operations, understand user journey, service and user journey design
* Experience in User Journey Tracking Tools and User Survey etc
* A passion for NIO and ensuring an outstanding user experience
* Strong English and German written and verbal skills
This isn’t just another job. It’s an opportunity to join a movement to change the mobility experience for everyone. If you find that as exciting as we do, come join us!
To apply for this role please send your CV (in English).
We look forward to hearing from you!
NIO as a Global User Enterprise has organized its business globally. Depending on the job you are applying for, it may be necessary to involve hiring managers outside the European Economic Area (EEA), that are engaged at another NIO group company, such as NIO Co., Ltd located in Shanghai, China or NIO USA Inc, Palo Alto, USA. If data is processed in countries outside the EEA, NIO uses standard contractual clauses published by the European Commission, with appropriate technical and organizational measures, to ensure that your personal data is processed in accordance with European data protection standards. The location of this job is at Petneházy street 2, Budapest 13th district, Hungary.