Consumer Experience Manager

Title: Consumer Experience Manager, China

Report to: Aftersales & Customer Service Director

Responsibilities:

• Work with subsidiaries and agents in different regions to provide the most valuable services to local customers base on the unified service policy of globalization and regional differences.   
• Responsible for the management of Call Center/TP external vendor resource and service delivery performance.
• Drive through the analysis of the VOC (Voice of Customer) to achieve internal improvement to better reputation and sustaining competition in the market, including to plan high efficiency data analysis and management system.
• Maintain NPS (Net promoter score) to meet the annual target, able to identify potential or possible risks and responsible for escalation/Crisis/PR management
• Engage relevant stakeholder for further improvement for the benefit of end-to-end customer experience as identified from complaints & service issues.
• Streamline the service and compliant related process, refine the relating procedure & guideline, and deliver relating training & communication with frontline.
• Generate management and regulator report for complaint trend and service movement.
• Assist the customer service-related initiatives, projects, and campaigns
• Coordinate with the launch of new products plan to prepare complete product service manual, service package and service training in advance, equipped with category knowledge as an expert so that all service specialists have complete knowledge and qualified service level.
• The cost management, monitoring and continuous optimization of China Customer Services.
• Lead internal and external escalations handling to protect brand reputation with close coordination with both internal stack-holders and external government departments
• Lead the design and implementation of Training and Quality Control framework and process for all touchpoints.

Requirements:

• Bachelor’s degree in Engineering, Business, Human resource, English. 
• 8+ years of proven experience in overseas customer service team management or E-commerce service delivery team management, service system building experience and good performance of well-known brands of consumer products.
• Work enthusiasm is willing to accept challenges, while pay attention to personal growth.
• Ability of excellent English writing and communication.
• Experience of building or managing overseas call center.
• He/she is interested in our products and willing to experience and share own experiences.
• It will be prior considered if he/she is familiar with the customer service process of international e-commerce platform or working experience in 3C home compliance / mobile phone industry.

Personal Characteristics:

• Sympathy – Consumer Experience centered mindset to understand and acknowledge consumers, and dig deeper about consumer insights
• Sophisticated– To have a overall and comprehensive view especially during challenge and difficult scenarios, and develop a balanced solution to sustain customer satisfaction while protecting brand reputation.
• Integrity – honest, transparent, and always present the best interest of the company.
• Passionate to own the business and envision him/herself to be a General Manager in future (instead of branding/creative ownership) – identify growth opportunity/key business issues, translate it into strategy and implementation.
• Passion for people – has warmth and positive energy to connect with others.
• Self-motivating and resilient in a stressful environment
• Discipline – deliver his/her promise.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.