北京招聘

Manager – Customer Interaction Center Liaison & Steering

This position is for a world-known auto finance company.

Position Summary
Implement CIC Governance in China across all customer interaction channels, building solid communication within the Company Group areas using diverse customer interaction services channels to conquest, loyalize and serve customers.

Responsibilities
? Responsible for the implementation of the CIC landscape in China.
? Prepare resource and budget allocation for existing and new CIC services, across all Company entities in China.
? Responsible to execute agreed upon Customer Interaction strategy, liaising with business departments, technical and IT departments and CIC vendors to implement services.
? Implement measurements and steering of Company global KPIs for CIC operations.
? Responsible for local CIC operating model, supporting the creating of a sourcing mix strategy and leading its execution.
? Develop business cases to define most cost effective ways of delivering CIC services.
? Coordinate vendor selection activities, leading business and technical areas to define requirements, conduct vendor selection activities, score proposals and recommend best fit solutions.
? Provide requirements for vendor quality management.
? Responsible for customer satisfaction and customer treatment initiatives across all Company China entities.
? Share vendor quality performance with internal clients and recommend initiatives to correct deviations.
? Support to implement and supervise global quality measurement initiatives such as mystery shops, global customer satisfaction surveys, and other quality related global projects.
? Support local quality tracking initiatives and report results.
? Foster continuous enhancement of Customer Experience at all CIC touch points.
? Support continuous optimization programs for CIC services with focus on standardization and cross-functional / cross-channel initiatives.
? Liaise with executive stakeholders such as China Steering Committee, China CIC Steering Committee, CRM Circle, Strategy teams, Legal, and other influencers to educate organization regarding the role of CIC Governance and collect their requirements and expectations.
? Negotiate with external vendors, using KPI incentives and penalties to ensure delivery of pre-agreed services and quality standards.
? Negotiate with key internal clients to obtain approval and budgets to delivery expected solutions.
? Prepare SF internal budget and negotiate with SF Senior Management to define internal charging system to other entities.
? Prepare and present frequent and comprehensive performance dashboards to internal clients, elaborating strategies to continuously improve operations.
? Create and moderate discussion forums across all CIC internal and external stakeholders, aiming to propose solutions to improve customer experience.
? Participate in new product and service workshops and prepare CIC operations to deliver new required services.
? Leverage on the CIC scope to evaluate current SF operations and propose solutions to further improve SF operations cost efficiency.
? Participate and propose new communication channels for customer interaction, such as social media and live-chats, integrating operations.

Requirements
? Minimum university degree, Master is a plus
? At least 10 years business experience, there of at least 5 years’ experience in service industry, with operational and marketing sense.
? German and Chinese language skills are a plus.
? Good understanding of China automotive and service industry, and customer service related strategies.

GLTY Consulting 融合中西管理理念和经验，致力为企业提供全方位的咨询和培训服务。
目前服务的客户为国内外知名跨国企业和机构。