Job Overview:

To enhance brand adequate luxury Customer Experience & Loyalty in Aftersales, this position is to steer service leads management, develop digital solution, monitor in-workshop service experience and derive initiatives for improvement. The task is to delivery an outstanding customer experience in Aftersales section to stimulate customer delight and service loyalty.

Job Responsibilities:

1. AS leads management (35%)

a. Steer the service leads management topic in Aftersales and monitor the conversion via funnel management in close collaboration with CX team; identify effective measures to improve conversion based on data technology and analysis.

b. Collaborate with PAG counterpart and relevant stakeholders to enhance data source & capability in local solutions for service leads management efficiency and use cases iteration.

2. Digital Touch Points AS (35%)

a. Define, develop, implement, and manage digital functions support service programs via customer front ends e.g. PWSA and Porsche One App in close cooperation with stakeholders.

b. Monitor of function performance for improvement, iteration and enhancement.

c. Enrich customer overall experience in service processes by synergizing multiple digital touch points.

d. Explore additional business opportunities and customer values in Aftersales by digital touch points connectivity.

3. In-workshop Experience Improvement (20%)

a. Responsible for on-line AS Mystery Shopping, identify weak areas and generate initiatives for improvement.

b. Collaborate with CX for service satisfaction steering, develop concrete improvement measures to guide dealers through service experience optimization and to achieve customer delight and excitement.

c. Cooperate with stakeholders to establish mechanism to promote and implement WOW moment program, to help the dealer network to create individualized customer service experience, encourage and stimulate best cases sharing and to achieve brand adequate luxury service experience to customers.

d. As business owner, work closely with Marketing team for service campaigns development, incl. concept design, business targets define, content input & review, effectiveness check and further optimization.

4. AS Award program (5%)

a. Lead the activity organization and coordination in China market for PAG global Porsche Aftersales Challenge (PACE program).

b. Set up qualitative and quantitative KPIs with stakeholders and distribute reasonable weighting ratio to form effective evaluation scheme to steer dealer overall performance.

c. Establish AS award program as sharing platform to encourage best cases sharing from dealer network.

d. Utilize the incentive approach to promote dealer motivation to drive for service excellence in the competitive environment.

5. Budget Planning (5%)

a. Plan MAL & incentive annual budget for customer loyalty & experience programs in concept development, implementation and operations.

b. Monitor budget usage and program implementation status and collect information from program stakeholders.

c. Maintain alignment with budget planning leading team and adapt changes for budget utilization when necessary.

Requirements:

1. Bachelor’s degree or above; with major in business administration or other equivalent

2. Working experiences in automotive industry and in After Sales, Customer Manager related function is needed.

3. At least 5 years of experiences with comparable brand or a similar job scope

4. Proficient in MS office, knowledge in BI, SAP is plus.

5. Leadership experiences will be a plus.

6. Fluent English