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 these regional 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 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 becoming more and 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, ultimately generating business values via repurchase/referral or service retentions.

岗位职责:

1. Dealer Management (40%)

a. Conduct Regular visit to all responsible dealers in the Area. Organize DV meetings with dealer's GM/CMM/SM/MM/ASM to discuss CX related topics

b. Dealership data analytical reports (Sales funnel monitoring reports, C@P data analysis), monitor the progress of defined action plans and evaluate the KPI achievement

c. Data quality: ensure that dealers accurately input customer information in accordance with PCN requirements

d. Customer loyalty program, diamond customer, customer relations and CX related targets and projects follow up and evaluate the results

e. Dealer exit process customer handling support

2. Launch Area strategy to achieve the area business goals (30%)

a. Follow up Area specific CX programs/activities with concept design and implementation

b. Roll out business driven CX programs including customer touch point management, customer advisor, Seasonal referral program activation and others.

c. Regular review and exchange feedback across Area.

3. Dealership, Area and PCN events and cases onsite task (10%)

a. Onsite support Major Customer complaints handling

b. Diamond customer event and Auto-show customer reception process.

4. Establish communication with Central CX teams (10%)

5. Dealer Network CX Manager Capability Enhancement: (10%)

任职条件:

1. Bachelor’s degree or above, major in marketing/business/automotive related

2. Above 6 years related working experience, and process solid retail knowledge in auto industry; 3-year related experience of steering dealer.

3. Good interpersonal and communication skills

4. Customer Centric Mindset

5. Highly self-motivated, result driven with strong problem-solving skills

6. Team player, high sense of responsibility

7. Proficient in MS office, SAP

8. Fluent in English