Customer Experience Communication Manager
广州市泰伦企业管理咨询有限公司
- 公司规模：少于50人
- 公司性质：外资(非欧美)
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2017-01-29
- 工作地点：天津
- 招聘人数：1人
- 工作经验：5-7年经验
- 职位月薪：2-2.5万/月
- 职位类别：公关经理 客服经理
职位描述
职位描述：
Responsibility:
1. Building awareness regarding customer-centric culture by regular communication of customer experience projects, successes, and challenges to all employees.
2. Working with trainers to ensure employees, especially in mass positions, to understand and be able to deliver superior experience to customers in their daily job.
3. Implementing contests/recognition programs for the front-line employees to raise penetration of Customer-centric values.
4. Working with PR/GR and Marketing teams to deliver Customer Experience initiatives and values to customers/authorities/business society through marketing or PR materials.
5. Implementing initiatives to gain voice of customers to identify their expectations and pain points regarding our products, processes, and communication.
6. Generate content for internal and external communication of customer Experience values and initiatives
7. Mapping and auditing the effectiveness of existing communication content across all touch points and journeys, and to take a proactive approach in delivering improvements which positively influence customer perceptions and behaviours
8. Develop a proactive engagement strategy in order to build an ongoing dialogue with our customers. Identify, evaluate and deliver innovative communication opportunities to drive improved levels of customer experience and engagement and business benefit.
9. Working alongside with other part of Customer Experience team to drive the execution of all changes, improvements and new communications designed.
10. Act as trusted advisor and act as ‘voice of the customer’ in matters relating to customer experience communications.
Requirement:
1. Bachelor degree
2. Experience in Marketing, CRM or Marketing communications for 5+ years
3. Strong knowledge of brand and/or customer experience strategies, frameworks and methodologies.
4. Experience of developing and delivering customer informed communication strategies and content which deliver against NPS and commercial objectives.
5. Experienced in developing and delivering fully integrated communication programmes.
6. Working experience of customer feedback programmes e.g. VoC, CSAT studies (nice to have).
7. Strong project management experience and experienced in delivering as part of a cross functional team.
8. English – written and spoken - is a must
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Responsibility:
1. Building awareness regarding customer-centric culture by regular communication of customer experience projects, successes, and challenges to all employees.
2. Working with trainers to ensure employees, especially in mass positions, to understand and be able to deliver superior experience to customers in their daily job.
3. Implementing contests/recognition programs for the front-line employees to raise penetration of Customer-centric values.
4. Working with PR/GR and Marketing teams to deliver Customer Experience initiatives and values to customers/authorities/business society through marketing or PR materials.
5. Implementing initiatives to gain voice of customers to identify their expectations and pain points regarding our products, processes, and communication.
6. Generate content for internal and external communication of customer Experience values and initiatives
7. Mapping and auditing the effectiveness of existing communication content across all touch points and journeys, and to take a proactive approach in delivering improvements which positively influence customer perceptions and behaviours
8. Develop a proactive engagement strategy in order to build an ongoing dialogue with our customers. Identify, evaluate and deliver innovative communication opportunities to drive improved levels of customer experience and engagement and business benefit.
9. Working alongside with other part of Customer Experience team to drive the execution of all changes, improvements and new communications designed.
10. Act as trusted advisor and act as ‘voice of the customer’ in matters relating to customer experience communications.
Requirement:
1. Bachelor degree
2. Experience in Marketing, CRM or Marketing communications for 5+ years
3. Strong knowledge of brand and/or customer experience strategies, frameworks and methodologies.
4. Experience of developing and delivering customer informed communication strategies and content which deliver against NPS and commercial objectives.
5. Experienced in developing and delivering fully integrated communication programmes.
6. Working experience of customer feedback programmes e.g. VoC, CSAT studies (nice to have).
7. Strong project management experience and experienced in delivering as part of a cross functional team.
8. English – written and spoken - is a must
职能类别： 公关经理 客服经理
公司介绍
Company Background
As one of the leading global human resource executive search companies and business solutions providers, Talent Consulting International (TCI) provides a broader leadership advisory role, offering complementary services to all level business teams. Today, with offices and partners in Hong Kong, Guangzhou (the first Representative Office in China area) and Shanghai, we have served over 200 foreign companies ranged from midsize enterprises to the world’s largest organizations in China. Our Consultant team consists of a large number of experienced search professionals who have been practitioners in the field for many years in multinational executive search firms. With solid knowledge and understanding of the culture of Asian and Western companies, we have conducted over 1,000 senior level executive searches and other human resources added value projects for clients in manufacturing, consumer products, chemical, pharmaceutical, retail & sourcing, high technology, etc.
With the expansion in China area, we invite you who may have the potential on human resource service to join us. The jobholders would get the rich exposure and experience in the human capital industry through a series of on-job training. If you are interested in this opportunity or still have another enquiry, please contact us by resume@tci-asia.com .
公司簡介
泰倫咨詢國際有限公司，簡稱TCI，是中國目前領先的提供人力資源專業解決方案的管理咨詢公司之一， 業務包括企業領導決策層及中高級管理層獵頭，人力資源外包項目，其他人力資源增值服務。目前，我們在香港及上海設有分公司和合作夥伴，而廣州是在大中華區設立的首個代表機構。自成立以來，我們已爲200多傢在華的跨國公司、高科技企業和境内上市公司成功獵取了衆多精英人才和提供相關的人力資源服務。我們的顧問團隊由一批較早從事現代人力資源理論研究與實際管理的專業人士組成。他們受過良好的高等教育，熟諳東西方企業文化，具有在跨國獵頭公司工作多年的成功經歷。憑藉豐富的獵頭經驗，專業的技巧，互聯網等的廣泛觸覺，我們已累積為製造、消費品、化工、醫藥、零售、採購、高科技等行業領域的客戶獵尋超過1000個高級管理職位。
隨著公司中國區業務的增長，我們誠意邀請具潛質的人才加入我們的服務團隊。如果你有興趣或尚有詢問，請聯絡resume@tci-asia.com .
As one of the leading global human resource executive search companies and business solutions providers, Talent Consulting International (TCI) provides a broader leadership advisory role, offering complementary services to all level business teams. Today, with offices and partners in Hong Kong, Guangzhou (the first Representative Office in China area) and Shanghai, we have served over 200 foreign companies ranged from midsize enterprises to the world’s largest organizations in China. Our Consultant team consists of a large number of experienced search professionals who have been practitioners in the field for many years in multinational executive search firms. With solid knowledge and understanding of the culture of Asian and Western companies, we have conducted over 1,000 senior level executive searches and other human resources added value projects for clients in manufacturing, consumer products, chemical, pharmaceutical, retail & sourcing, high technology, etc.
With the expansion in China area, we invite you who may have the potential on human resource service to join us. The jobholders would get the rich exposure and experience in the human capital industry through a series of on-job training. If you are interested in this opportunity or still have another enquiry, please contact us by resume@tci-asia.com .
公司簡介
泰倫咨詢國際有限公司，簡稱TCI，是中國目前領先的提供人力資源專業解決方案的管理咨詢公司之一， 業務包括企業領導決策層及中高級管理層獵頭，人力資源外包項目，其他人力資源增值服務。目前，我們在香港及上海設有分公司和合作夥伴，而廣州是在大中華區設立的首個代表機構。自成立以來，我們已爲200多傢在華的跨國公司、高科技企業和境内上市公司成功獵取了衆多精英人才和提供相關的人力資源服務。我們的顧問團隊由一批較早從事現代人力資源理論研究與實際管理的專業人士組成。他們受過良好的高等教育，熟諳東西方企業文化，具有在跨國獵頭公司工作多年的成功經歷。憑藉豐富的獵頭經驗，專業的技巧，互聯網等的廣泛觸覺，我們已累積為製造、消費品、化工、醫藥、零售、採購、高科技等行業領域的客戶獵尋超過1000個高級管理職位。
隨著公司中國區業務的增長，我們誠意邀請具潛質的人才加入我們的服務團隊。如果你有興趣或尚有詢問，請聯絡resume@tci-asia.com .
联系方式
- Email：resume@tci-asia.com
- 公司地址：上班地址：和平区