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Customer Experience Operations Manager
1 month ago
- Establish competitive and luxury brand-specific customer experience and operational processes through in-depth user insights and industry research, and implement them in conjunction with showroom management.
- Identify existing pain points in customer experience within the automotive industry, propose practical operational optimization solutions, and drive their initiation and implementation within the company.
- Fully understand the company's strategy, Denza's brand image, and positioning to set standards for operational processes and customer experience, iterate and maintain these standards, and ensure their effective execution and supervision through collaboration with various departments, thereby enhancing overall operational efficiency.
- Continuously optimize service processes and improve service quality to increase customer satisfaction and brand recognition.
- Continuously analyze data, customer profiles, project tracking, and market research, collaborate with frontline teams, and initiate customer experience innovation projects based on business needs.
- More than 5 years of relevant experience in the automotive industry, familiar with the service experience operations processes and models of local luxury car brands.
- Preference given to candidates with experience in customer experience roles (operations, training, sales, product manager, etc.) in industries such as airlines, five-star hotels, fine dining, and luxury goods.
- Possess innovative thinking and acute market insight, with a high sensitivity to customer experience.
- Demonstrate an inclusive, open-minded, and forward-thinking attitude, keeping up with cultural phenomena, new trends, and industry developments.
- Have strong data analysis skills and be proficient in using common office software such as Excel and PowerPoint.
