职位概述:

There are lots of volatility in the Chinese market, and considering the complexity and diversity of different dealer groups and Porsche centres, it is crucial to have this area positions in the frontline, who can bring back the market feedback and retail knowledge as well as reinforce the central CX strategies to the network. This position is instrumental to the sustainable business growth from central headquarter to dealer groups, Porsche centres, who altogether contribution a significant portion of realization of business growth, especially with the trend of customers become more valuable assets to a company. This position is to drive the formulation and execution of CX strategy to amplify the customer centric business mindset and the overall customer management along the journey. This position is responsible for steering/monitoring dealers to form and perform the customer-oriented business practice and deliver the best-in-class customer experience, generating business values via repurchase/referral or service retentions. This position also needs to oversee the qualification of CX managers and develop the learning path for those dealer staff to meet requests of future growth and challenges.

岗位职责:

1. Conduct regular visits to dealers to steer and oversee the CX business at retail level. (40%)

- Set the area CX business plan with yearly target, including CX budget planning.

- Monitor the implementation of CX action plans and evaluate the results.

- Coach Area CX staff (manager and specialist) to achieve defined business targets.

- Follow up on dealer feedback.”

2. Define area CX strategy and business plans to achieve the area business goals in close alignment with the established central strategy. (10%)

- Roll-out PAG/PCN CX Strategy at dealer level and support dealers to develop own strategy correspondently.

- Monitor the progress of defined action plans and evaluate the KPI achievement.

- Regular review and exchange the feedback with different CX areas.

3. Initiate area specific CX programs/activities with concept design and implementation (30%)

- Develop business driven CX programs (e.g. customer touch point management, customer butler services, experience uplifting projects, data analytical reports etc.) by phases and closely monitor the implementation.

- Integrate and support the sales/after sales/marketing projects from CX areas for area.

- Organize area dealer conferences/ workshops at area and dealer level to share best practices for constructive collaboration.

4. Provide input and support to central CX teams (10%)

- Support the roll-out of central programs at dealerships.

- Provide suggestions on central campaigns/projects implementation.

- Collect local market and competitor information.

5. Monitor and oversee the dealer operations in the CX areas: (10%)

- Interview of dealer CX staff (manager) at AC

- Coordinate various CX activities within the area.

- Proactively participant area internal meetings with sales, after sales & marketing managers to ensure the common area target achievement.

- Evaluate dealer CX managers' performance and define/collect training requests.

- Support dealers to achieve CX KPI Targets.”

任职条件:

1. Bachelor’s degree or above, major in Automotive, Business management, marketing related or equivalent.

2. Above 8 years related experience with solid understanding in retail in auto industry, Deep understanding of Chinese Local market.

3. Above 3 years leadership experiences

4. Excellent communication and interpersonal skills; Customer centric mindset.

5. Results driven with strong problem-solving skills.

6. Proactive attitude, highly self-motivated & Diligent

7. Resourceful, good at leveraging resource to meet business objective.

8. Team player and high responsibility, work under high pressure

9. Willing to take business travel up to 50% yearly.

10. Fluent in English