长沙招聘

职位描述：
Job Summary and Mission
This job contributes to Starbucks success by leading the delivery of customer contact center services and managing the customer survey measurement programs to the China business or business unit. This includes managing operations of third party customer contact centers and supports customer relations, order fulfillment, and technical services. This job manages the contractual agreement, financial resources, staffing requirements, and programs in a multi- disciplinary contact center to ensure continuous improvement in cost efficiency, service level, and quality of experience. Is a key partner in defining and implementation of Starbucks Customer Experience Measurement programs. Develops sustainable systems, programs, processes and tools that support partners in consistently delivering the Starbucks Experience. Models and acts in accordance with Starbucks guiding principles.

Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:

Planning and Execution – Developing operational plans for the work group, managing performance and measuring results:
- Leads operations services customer experience team to deliver and ensure consistent Starbucks experience in China. The scope includes but not limited to customer contact center services and customer experience measurement survey programs.
- Creates goals for the function and customer contact center in order to achieve customer service requirements of the functions and business units.
- Develops annual operating plan and budget, and quarterly forecast updates.
- Develops strategies and operational standards for contact centers in coordination w
- Starbucks business units and joint venture partners.
- Prepares, communicates and educates client groups and team on changes in policies and practices within the organization.

Business Requirements - Providing functional expertise and executing functional responsibilities:
- Directs the operation of a multidisciplinary customer contact center to ensure the optimal use of financial, human and material resources necessary to deliver stated business objectives.
- Ensures superior inbound and outbound customer service across multiple contact formats (phone, e-mail, social media and letter) is provided to Starbucks customers.
- Establishes service levels, reporting standards, and quality assurance reviews for remote or third party customer contact centers.
- Defines and manages escalation procedures and resolution for customer contacts, keeps leadership informed
- Identifies opportunities to enhance operational efficiency and maintain industry-best service levels through the use of improved technologies and tools.
- Manages relationships with outsourced providers of customer contact services for Starbucks. Ensures delivery of services against contract standards for operational effectiveness and quality assurance. Manages vendor evaluation and selection processes.
- Researches and forecasts internal client needs for contact center support. Negotiates related service levels.
- Leads the implementation process across multiple work streams and creates comprehensive plans to enable implementation and effective market execution. Assesses and communicates region, market and store level impacts to address complexity and ensure successful implementation and execution. Supports execution and follows up.
- Defines, implements and maintains store-level customer experience performance measures, retail store systems and supporting programs and tools.
- Provides information, data and recommendations to key stakeholders of programs and initiatives.
- Manages and monitors projects and schedules, progress and costs to ensure that expected results are delivered on time and within budget.
- Builds partner capability through the coaching, direction and leadership support of operations to achieve partner, business and customer results.

Summary of Experience
- Customer Contact Center （Call center）management 3 years
- Project management of complex projects 3 years
- Working cross functionally to develop effective business solutions 3 years
- Strategic planning 2 years
- Experience in retail, consumer products, or food company and plant experience 5 years

Required Knowledge, Skills and Abilities
- Strong customer service.
- Strong critical thinking, problem-solving and analytical skills
- Strong implementation and communications skills
- Ability to communicate clearly and concisely, both orally and in Writing in Mandarin and English
- Planning and organizational project management skills
- Ability to apply sound business principles and practices to project management and change management processes
- Ability to balance multiple priorities and meet deadlines
- Ability to lead and mentor team members
- Ability to establish cross-functional, collaborative relationships
- Ability to negotiate and influence
- Marketing communication or product development skill is a plus
- Basic skills in Microsoft Word, Excel and PowerPoint

Core Competencies
- Customer Focus
Delivers legendary service that meets and exceeds all customers' expectations
- Ethics and Integrity
Adheres to Starbucks values, beliefs and principles during good and bad times
- Composure
Remains calm, maintains perspective and responds in a professional manner when faced with tough situations
- Personal Learning
Takes personal responsibility for the continuous learning of new knowledge, skills and experiences
- Dealing with Ambiguity
Able to successfully function during times of uncertainty and changing priorities
- Decision-Making
Makes timely and quality decisions based on a mixture of analysis, wisdom, experience and judgment
- Interpersonal Savvy
Builds effective relationships with all people; up, down and sideways, inside and outside of Starbucks
- Results Oriented
Gets results and achieves goals 举报 分享

    星巴克咖啡公司成立于1971年，始终致力于商业道德采购并烘焙世界上高品质的阿拉比卡咖啡。今天，在全球76个国家和地区，拥有28,000多家门店的星巴克是世界上首屈一指的专业咖啡烘焙商和零售商。星巴克始终坚持对卓越品质和服务的承诺，遵循我们的愿景和价值观，通过每一杯优质的咖啡每天为顾客营造独特的星巴克体验。

    自1999年进入中国以来，秉承“激发并孕育人文精神——每人、每杯、每个社区”的公司使命，我们始终致力于在中国成为一家与众不同的公司：在传承经典咖啡文化的同时，关爱我们的伙伴，为顾客提供超越期望的星巴克体验，并为所在社区的繁荣做出自己的贡献。目前星巴克已经在中国大陆130多个城市开设了3,000多家门店，拥有40,000名身穿绿围裙的星巴克伙伴。这一独特优势使我们能够在每一天，通过每一家星巴克门店，践行我们的承诺。

    我们热爱我们的咖啡。我们相信通过一杯高品质的手工咖啡可以传递和分享真挚情感，而这样简单的行为或许可以为顾客提供一些正能量。因此，星巴克始终致力于通过道德采购，烘焙并提供高品质的阿拉比卡咖啡豆。我们还在中国云南普洱建立了星巴克中国咖啡种植者支持中心，旨在整合和促进可持续种植规范在当地的推广，助力云南咖啡产业的发展。从一粒种子到一杯咖啡，每一个环节都倾入了星巴克的心意和努力，只为每一次光顾我们门店的顾客可以享受醇香的浓缩咖啡及其钟爱的咖啡饮品。

    我们热爱我们的顾客。星巴克在为顾客提供始终如一的优质星巴克体验的同时，也一直致力于提升我们的顾客体验。在对产品质量和服务精益求精的基础上，星巴克强调创新，强调产品和服务的个性化，强调不断给顾客带来愉悦和惊喜。同时，星巴克充分尊重中国历史悠久的传统文化，在门店设计、地方食品和饮料供应等方面，完美地将当地习俗融合到星巴克体验之中。目前，星巴克在北京、上海和成都开设了四家风格鲜明的旗舰店。

    独特的星巴克数字平台，包括星巴克移动应用软件和星享俱乐部，帮助我们在门店以外建立与顾客的连接。星巴克始终致力于通过不断创新，建立我们和顾客之间的情感连接，同时激发他们在店内店外与更多人分享这些美好瞬间。2015年12月，星巴克在天猫上推出官方旗舰店，将独特的门店体验与线上“第四空间”体验紧密对接，这是星巴克第一个“互联网+咖啡”的心意传递平台。为了实现线上和线下门店体验的无缝对接，星巴克中国分别与腾讯、阿里巴巴达成战略合作，为顾客带来数字时代的全新零售体验。2017年，星巴克在中国创新推出首个基于微信平台的社交礼品体验“用星说”，鼓励每一个人，在每一刻，都能以一个简单的小行动，对在乎的人用心说出自己的心意。此外，为了进一步满足中国消费者多样化的支付需求，星巴克中国门店已全面接入微信和支付宝。

    我们热爱我们的伙伴。星巴克不仅是一家“咖啡”公司，更是一家“人”的公司。星巴克的核心和灵魂是“星巴克人”。在星巴克，员工被称作“伙伴”，因为他们除了拥有保险、医疗等方面的福利外，还拥有获得公司“咖啡豆股票”的权利，真正成为公司的一员。同时，星巴克还积极为伙伴打造实现梦想的平台，坚信把伙伴利益放在第一位，尊重他们所做出的贡献。星巴克连续获得怡安翰威特2013年度、2015年度、2017年度“中国***雇主奖”及2017美世***福利创新奖，肯定了星巴克在中国对于企业文化及人才发展等方面的持续投入和卓越成绩。

    星巴克视自己为一家“不同寻常”的公司。星巴克在中国发展的同时，也带来了星巴克的核心价值——融入并回馈当地社会。通过各种方式与所在社区建立深层次的连接是星巴克一贯的宗旨。进入中国以来，星巴克始终致力于回馈社会，对于中国社会的发展做出自己的一份贡献，在地方和全国范围内开展企业社会责任项目。至今，星巴克中国的伙伴和志愿者们一共贡献了超过65万小时的社区服务，增进了与社区和顾客的情感联系。

    秉承我们的企业价值，付之于切实行动，我们致力于打造一个与众不同的公司，一个继续让我们的伙伴和顾客为之骄傲的企业。


     如果你想了解更多星巴克中国的信息，请登陆星巴克公司主页：www.starbucks.com.cn