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客户体验经理岗位职责
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客户体验经理UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.
TypicalDuties
Servicestandardcontinueimprovement
-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark
Techniciantrainandauthorize
-Developtechniciantrainingmaterialstotracktrainingprogress
-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults
-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience
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Servicemanagement
-Developproperprocesstoenableservicestandardwellimplementationinfield
-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults
-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults
-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime
-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement
-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice
-Buildtechniciancommunity
Consumersurveyandcallcenter
-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck
-Improveservicestandardbasedontechnicianfeedbackandconsumervoice
Servicebrandingandcommercialization
-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel
-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers
UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.
TypicalDuties
Servicestandardcontinueimprovement
-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark
Techniciantrainandauthorize
-Developtechniciantrainingmaterialstotracktrainingprogress
-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults
-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience
-
Servicemanagement
-Developproperprocesstoenableservicestandardwellimplementationinfield
-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults
-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults
-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime
-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement
-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice
-Buildtechniciancommunity
Consumersurveyandcallcenter
-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck
-Improveservicestandardbasedontechnicianfeedbackandconsumervoice
Servicebrandingandcommercialization
-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel
-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers
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