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本文格式為Word版，下載可任意編輯——客戶體驗經(jīng)理崗位職責客戶體驗經(jīng)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

-

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

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