| Location: | Beijing | Posted date: | 2010-06-24 |
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| Recruiting No.: | 1 | Job type: | Full-time Regular |
| Objective of job |
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| Manage the different initiatives within the Five Pillars of the CSI No.1 Program; Measurement & Analysis, Mindset Change, Steering & Target Setting, Implementation, Follow-up & Communication |
| Job designation |
| 1 Analysis of CSI Survey Results and Related Data Analyze and aggregate results of CSI surveys, business management reports, field reports, competitor studies, etc. Apply an analysis framework to identify weaknesses and improvement areas within dealerships and MBCL (Headquarters as well as regional offices) 2 Development, Implementation and Follow-Up of Action Plans Based on the relevant analysis results, together with the respective functions, plan initiatives (such as training, workshops, mystery shopping projects, etc.) that assure a timely remediation of the identified weaknesses Drive the implementation of the planned initiatives supported by both internal and external business partners; assign clear roles and responsibilities to the relevant stakeholders of each action plan Perform a regular follow-up and monitor the progress of the implemented changes to assure their integration into daily operations Create and apply appropriate tools that support an effective implementation of the program's objectives 3 Communication and Incentives Perform frequent reviews and (if necessary) updates of CSI-related targets and incentives, both for dealerships and MBCL employees Design and implement a communication/reporting framework that defines channels, frequency, format, and recipients of various information Establish relations and actively communicate the importance of the CSI-related goals to all stakeholders Develop communication tools (presentations, photo and video shows, events, etc.) that emphasize the importance of customer centricity for all stakeholders 4 Program Administration Perform budget tracking Perform milestone tracking and updating Set up and implement processes for CSI office to facilitate prompt performance tracking and decision-making for senior management Update program plan, IT tools, job descriptions, etc. 5 Reporting Set up and implement reporting tools that fulfill the requirements of respective stakeholder and facilitate daily operations within the CSI Program Office Supervise the compilation of various CSI reports/results Continuously review, improve and develop the related reporting tools used by CSI Program Office 6 Perform other duties as assigned by senior management from time to time |
| Qualification required |
| Skills/Experience/Attributes: - Deep Cultural understanding as well as excellent Communication and Presentation skills - Strong Customer and Service Focus - Solid Analytical and Conceptual ability - Project Management skills, hands-on experience of leading large and complex projects - Project leadership experience and ability to coordinate and drive cross-functional initiatives Specific knowledge: - Knowledge of sales and after sales operations - Good understanding of the market practice in a retail environment (ideally automotive industry) - Familiarity with Customer Satisfaction survey methodologies is of advantage Education/Training: - Degree in Business Administration, preferably with specialization in Marketing (or Strategic Management) - Training/knowledge in methodology and application of statistical models and tools is advantageous - Fluency in English and preferably Mandarin Chinese |
Application procedure:
| This job is regular. Please send your application to following email: |
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| mbcareer@daimler.com |
