北京招聘

Job Description
? Strictly comply with Total policies about HSEQ and code of conduct
? Ensure that the Group strategy and standards, in terms of Customer Relationship Management are well understood, accepted and successfully implemented in each operating sites of all affiliates (TFW, TSF, TSO,TLC,TPS).
? Understand customer portfolio, customer’s requirements in each business scenarios to fully support Total MS China digital transformation strategy on CRM development and Total branded footprint development.
? Act as Total ONE CRM project PMO to manage all aspects of the project from tender, project design, project deployment and project delivery with the good coordination with task force teams generated from each affiliates, to manage overall time management, quality control, budget monitor and implementation in business scenarios( COCO station, DODO station, TQAC, Garages in distributor network, EV stations) according to roll-out timeline.
? Define actionable segments and contribute to creating analytics-based member personalized marketing campaigns and engagement communications to drive incremental sales and desired behavior changes
? Develop and execute member and non-member marketing programs and tactics to drive engagement and acquisition, as an integral part of seasonal campaigns and other business priorities
? Develop tools, programs, and communication plans to drive CRM program awareness and activation across China
? CRM program management, deployment and quality assurance, including lifecycle management campaign development and implementation, regular deployment of member communications
? Work closely with affiliates to align One CRM project business requirement, functions and prototype design, system development, CRM review, etc. And set-up timely review and sharing momentum with each affiliates.
? Create synergy between affiliates to provide sustainable online to offline solutions to fasten physical network development, provide the “commercial arguments” to recruit new outlet, and support the outlets in using our CRM / implementing our campaigns
? Follow up and maximize CRM members satisfaction and ensure their complains are properly and timely treated
? Develop a “customer satisfaction management” standard with all business units (TFW, TSF, TSO,TLC,TPS )to monitor & review customer satisfaction by survey or timely feedback from various channel (E-commerce platforms, O2O channels, CRM platform and etc.)
? Initiate and coordinate with each affiliates to manage cross-affiliates CRM campaigns in multi-channels to improve cross-sales ( lubricants, car care, fuel and non-fuel) and membership activation ( Frequency, Average Revenue Per User)
? Consolidate customer service best practices and cross sales mechanisms and share to each affiliates on monthly basis.
? Identify new methods and solutions to improve customer experience and implement to each business units.

Candidate Profile
? Bachelor degree or above in Business, Marketing or related disciplines;
? Minimum 5 years management working experience in multinational organization preferable with marketing and digital experience;
? Successful experience in CRM or related digital projects is a plus
? Successful experience in MS China core businesses (Retail or Lubes) or in B2C is a plus Good knowledge of the Chinese environment and language
? Capacity of analysis that lead to action plan
? Ability to work in team in a matrix system
? Driven, motivated individual with desire to success
? Influencing skills to gain acceptance and lead
? Proven abilities on developing and delivering CRM/marketing campaigns including digital/social programs
? Results oriented with a strong mindset to meet deadlines, achieve goals, and balance multiple priorities
? Excellent both in oral and written English and Mandarin, well skilled in digital software and tools.