Héctor Rubio

Experience

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  Mercedes-Benz Customer Assistance Center Maastricht NV

  Jan 2009 - Nov 2016

  Develop and implement new processes for the worldwide implementation of the Mercedes me connect services and its implementation and interaction with the CRM system.Support the identification, documentation and implementation of these processes in the different Daimler Customer Contact Centers.Describe, create and maintain high quality process documentation, including workflows and job aids, inline with ISO quality standards.Participate in and execute the Mercedes me connect implementation in 54 different countries around the Globe.Support a quality/process driven culture and acceptance with operational and cross-functional areas. Define business related data requirements, ensure process related data/values are continuously checkedand updated by maintaining LOV overview according to process needs. Support the set-up of measures and KPI’s in order to support process targets.Process monitoring & reporting:- Continuously measure, monitor and analyze performance of business processes - Support the analysis of target reaching - Create management information on business performance through reporting (internal and external) - Execute tasks related to the ISO certification quality management - Identify process weaknesses and bottlenecks and derive countermeasures Process optimization: - Identify process improvements based on lean management methodology - Support analysis, create proposals & implement measures for continuous performance improvements. Show less Gather and process information regarding client demands and market developmentsin order to improve the quality and usefulness of developed processes, instruments,products and systems.Develop and implement new processes, instruments, products and/or systems, in linewith the existing policies, guidelines and procedures, in order to support the businessprocess in an optimal way.Evaluate, propose suggestions and improve processes, instruments, products and/orsystems in order to improve the effectiveness and efficiency of the businessprocesses.Support implementation, provide information and develop training materials anddocuments in line with procedures, guidelines and policies and monitor adequate use,in order to ensure optimal contribution of processes, instruments, products andsystems.Draw up and analyse reports and define improvement opportunities in line withprocedures and guidelines in order to enable management to take appropriatemeasures. Show less

  • Business Process Specialist

    Jan 2014 - Nov 2016

  • Technical Specialist II

    Jan 2009 - Dec 2013
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  Mercedes-Benz AG

  Dec 2016 - now

  Comprehensive support of all Mercedes me connect worldwide markets Function as a direct contact partner for internal & external stakeholders, Management and Product Owners for all topics concerning Mercedes me connect environment Qualification, consolidation and prioritization of market requests and communication Preparation of HQ information for market communication (e.g. Release Infomailings or Special Infomailings to markets with technical updates)Preparation and documentation of status reports regarding the current technical situation Maintenance and update of connect documentation, training documentation and handbooks Manage continual improvement of processes including documentation and communication Show less Market Manager for the Mercedes-Benz Market Operational Centers in the implementation and releases of the Mercedes me ecosystem. Currently responsible for Spain, Italy, Portugal, Belgium, The Netherlands and Luxembourg.Assessing business processes in close cooperation with users and management to identify potential for optimization.InfomailingsProcess and Documentation CoordinationProduct ManagementMarket ResearchMarketing campaingDigital Services Sales Steering and ForeccastingDigital Services Reporting Show less

  • Digital Extras Technical Communications Specialist

    Mar 2021 - now

  • Regional Market Manager, Mercedes me Market Management & Sales Steering

    Nov 2019 - Mar 2021

  • Market Manager, Mercedes me Market Management

    Dec 2016 - Nov 2019
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  World Mountain Running Association

  Mar 2023 - now

  As the Communications Manager at the World Mountain Running Association (WMRA), I lead a dynamic team of 5 talented individuals, including photographers, content creators, and video creators. Together, we're dedicated to elevating the sport of mountain running on a global scale.In my role, I orchestrate strategic communication efforts with worldwide media partners, ensuring our message reaches audiences across diverse platforms. From distributing breaking news to crafting engaging content for social media, I thrive on connecting enthusiasts with the exhilarating world of mountain running.Beyond content creation, I spearhead marketing initiatives to promote WMRA events and initiatives, leveraging innovative strategies to enhance brand visibility and engagement. Additionally, I foster meaningful relationships with sponsors and World Athletics, driving collaboration and support for our mission. Show less Media Manager for the WMRA Wrold Championship in Innsburck 2023Community Manager for all WMRA Social Media Channels Strategic and operational management and implementation of all activities related to the conception, design, creation, development, and production of media—video, graphics, multimedia, and other forms of digital media—for the WMRA events audience and media partners.Conceptualizing, developing, designing, producing, editing news and press releases of all Gold Label- Silver Label races of the WMRA World Cup 2023. Show less

  • Communications Manager

    Jan 2024 - now

  • WMRA Media Manager

    Mar 2023 - Dec 2023