You have the opportunity to:

 Lead the Consumer Care strategy and operations in Greater China.

 Coordinate parts flow on international level.

Your Role & Responsibilities:
Consumer Care:

 Lead a team of consumer care professionals on local and parts logistics on international domain.

 Deliver excellent experiences to consumers whenever and wherever they need support with our products and services, incl. on D2C channels.

 Extract and analyze the Voice of Consumer through multiple touchpoints to address the needs of consumers.

 Enable GrC to grow consumer engagement and improve consumer experiences at competitive cost.

 Develop strategy, tactics and manage operations for all Consumer Engagement and Care activities.

 Prepare and manage consumer care resource models with outsourced support centers (contact centers, repair workshops, parts supply).

 Innovate the enablement across the end-to-end service chain, leveraging best technologies and partners.

 Supervise outsourced contact centers, repair workshops and providers for service parts.

 Provide timely responses to consumers and represent the Voice of the Consumers.

 Set up local CRM strategy and calendar in close alignment with business and D2C.

 Set up CRM KPIs and performance.

 Optimize local consumer journey on consumer engagement improvement.

To succeed in this role, you should have the following qualifications and experience:

 Minimum 8 years’ experience in Consumer Care or CRM and supply chain functions with minimum 3 years as a team leader.

 Knowledge in consumer engagement and operations, digital marketing and/or supply chain, management of teams, voice-of-consumer.

 Good capacity of data analysis with good business sense.

 Experience in Digital Service Platform and the methodology of service operating for online business will be a plus.

 Fluent in English is a must.


You will lead a team of consumer care and parts logistics. You will have cross functional stakeholders with a big ecosystem to spearhead.

其他信息
语言要求：英语、普通话
行业要求：全部行业