| Location: | Beijing | Posted date: | 2011-05-18 |
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| Recruiting No.: | 1 | Job type: | Full-time Regular |
| Objective of job |
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| • Manage the different initiatives within CSI Program, specifically focusing on performance measurement & analysis, Customer Satisfaction mindset change, implementation of improvement initiatives |
| Job designation |
| 1. Analysis of Customer Satisfaction Survey Results and Related Data • Analyze and aggregate results of CS 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 CS-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 CS-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 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 |
