| 返回职位列表 | 北京 | 发布日期： | 2009-09-24 |
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| 招聘人数： | 1 | 工作性质： | 全职 |
职位描述/要求：
| Objective of job (abbreviated) |
|---|
| ‧ Analyze and aggregate results of customer satisfaction surveys and related information sources ‧ Based on the analysis, develop and implement action plans that address identified weaknesses; assure an appropriate follow-up on implemented initiatives ‧ Develop various reporting and communication tools to facilitate cross-functional coordination |
| Job designation: |
| Analysis of CSI Survey Results and Related Data: ‧ Consolidate and evaluate customer data from dealerships for subsequent analysis ‧ 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) 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 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 Program Administration: ‧ Ensure administrative tasks are taken care of (expense claims, travel applications etc.) Update program plan, IT tools, job descriptions, etc. Reporting: ‧ Compile and distribute various CSI reports/results ‧ Continuously review, improve and develop the related reporting tools used by CSI Program Office ‧ Perform other duties as assigned by senior management from time to time |
| Qualifications & Requirements: |
| Skills/Experience/Attributes: ‧ Service oriented attitude ‧ Good communication and presentation skills ‧ Project work experience Specific knowledge: ‧ Knowledge of sales and After-Sales operations ‧ Good understanding of the market practice in a retail environment ‧ Familiarity with Customer Satisfaction survey methodologies is of advantage Education/Training: ‧ Degree in Business Administration ‧ Fluent in English and Mandarin Chinese ‧ Training/knowledge in methodology and application of statistical models and tools is advantageous |
职位申请程序：
| This job is regular. 请发送您的简历到下边的电子邮箱： |
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| mbcareer@daimler.com |
