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COMPANY
Our client is the largest auto company listed on China's A-share market.
It is striving to get ahead of the industry's development trends, accelerate innovation and transformation, and grow from a traditional manufacturing enterprise into a comprehensive provider of auto products and mobility services.
The Role
Based in : Amsterdam, Netherlands
Responsible for maintain a high level of customer satisfaction, within the delivery of a perfect customer care service for customers in EU market which exceeds their expectations in professionalism, solution provision
Duties
Assist in analyzing and gaining insight into industry trends and user behavior from a user perspective based on brand positioning; discover and explore after-sales service needs, and offer innovative and constructive advice on user service policies and the responding system;
Be responsible for setting up the establishment of pan-European user communication center, formulating workflow related to user communication center, including user satisfaction, complaint handling, customer care, public opinion monitoring, etc., and designing process indicators, tracking and managing the operation level of user communication center, and improving service quality;
Collect and analyze market information and claim request information, as well as CSI analysis reports, etc. Discover key points of customer relationship management business, formulate and follow up customer experience optimization plans to improve customer satisfaction and loyalty;
Be accountable for user relationship management and responsible for various MG online platforms (including official website, social media, user apps, etc.), such as community operation and KOL management, to enhance user activity and motivate users to generate positive behaviors such as word-of-mouth;
Plan pan-European offline user care activities, such as car club; responsible for user care and other aspects of operation strategy development;
Assist in building membership/VIP system and in establishing user care programs (customer loyalty program, new customer growth program, etc.), improve operational efficiency and output through tiered user operations, develop and improve points usage scenarios, implement points entitlement planning, cost analysis, policy development and continuous optimization;
Be accountable for various user-related service experience process design, including optimize core service process, various online services, and IT system user interaction experience, to improve user service experience.
Qualifications
Relevant education at a Bachelor level and at least 5 years experience with automotive CRM is perferred
Excellent command of the English language (written and spoken)
Preferably experience in the design, planning and operation of user care, member system and user incentive system
Preferably data processing and analysis ability, familiar with various data analysis tools;
Good at integrating internal and external resources, good at communication, coordination, preferably within project management skills
Outstanding communication and negotiation skills, able to effectively communicate with professionals in different cultures
Creative thinking in order to find efficient, customer oriented after sales solutions
If interested, please send your CV
to the following address
with position title as the subject
resume@hellocareer.cn
