林德大中华区热招岗位 : Marketing Services Manager - 市场服务经理

Title: Marketing Services Manager
Report to: Strategy Development & Market Services Manager
Department: Strategic Marketing
Location: Shanghai

Role Description:

1. To support the rollout and execution of the China Customer Experience (CX) Fast-track program, champion customer experience and drive a customer led culture within the Linde China business. This will be carried out by managing the CX program, supporting and challenging the stakeholders based on customer insight and through effective communication of Customer Experience related activities.

2. To drive the implementation of the CX initiatives under Market Management Offer (MOM) program to ensure RGC achieves the annual target.

3. To conduct market study & monitor the government policies & industrial development trend which will impact on Linde’s customers. The outcome will be fed into the development of bulk product strategy and application strategy.

Primary Responsibility:

1. Managing China CX program
   - To champion CX across the Linde business ensuring Linde is “easy to do business with”
   - To facilitate and co-ordinate all CX activities across the China business. Manage and keep track of the projects progress under the CX program. Prepare and facilitate the regular CX committee meetings.
   - To work with Marcom closely to develop, direct and drive the evolution of a customer led culture at all levels within the organization
   - To create stakeholder engagement and drive commitment through internal marketing communications
   - To ensure that all china customer journeys are mapped and reflect real customer experience true to brand positioning
   - To develop the Voice of the Customer Solution both from an internal process and a customer experience channel perspective with leverage on the leanings from the CX leading countries and the external best practise, e.g. running annual customer satisfaction survey
   - To develop the central structural reporting process to record and analyse the customer feedback from all channels. Ensure the analysis will be feed- backed to the business segments in time to trigger repair actions/projects.

2. Manage the Market Offer Management (MOM) program under HPO

   - Drive the CX related initiatives under MOM by working closely with key relevant functions
   - Ensure RGC meets the HPO MOM targets.

3. Provide in-depth market report on market/industry/government policies
   - The in-depth analysis will be based on the request from bulk product management &central application team. The output will be the key input to sales planning, new powerzone development & application strategy development
   - Manage the external information source and generate the relevant reports for market study & leads generation.

Required critical behaviours

1. Change leadership

2. Business acumen

3. Process & project management

4. Cross-function communication

5. Negotiation & conflict resolution

6. Decision and execution

Required key skills (functional/technical):

1. Previous experience in customer service, marketing or communication is preferred

2. Strong analytical skills : knows precisely what data to gather, directs data gathering effort & develops set of recommendations

3. Previous experience in business process mapping

4. Excellent influencing & facilitation skills, experience in managing cross functional groups.

5. Excellent oral and written communications skills

Required Qualification:

1. 5 years + experience in customer service, sales ,marketing role

2. Excellent understanding of the business process

3. Experience of operating within a global, multi-functional organisation

4. Experience in leading change successfully required

We will revert to you within two weeks on the status of your application.
如有兴趣，请提交您的申请及个人简历至 hr.china@linde.com