Define overall criteria for SF Projects and processes along customer journey from Customer Perspective, be the SF customer advocate within the organisation.
Responsible for SF Voice (NPS), NPS Benchmark Study and BMW Service Ambassador projects, deliver customer's feedback to SF stakeholders and drive improvement action plan for optimized customer experience.
Steer cross-functional Customer Experience Group, Regions and dealers for customer experience related topics. Prepare management report including AFC Circle Consumer Protection Committee, SteCo, Customer Board, CSC, CQC, SF-G Circle, etc. Interface to NSC/BBA Customer Board project on both central and dealer level, implement Customer Board dealer roll-out, and maintain Customer Board dealer platform. Close cooperation with HQ on customer centricity & experience topics. Support other tasks assigned by the Customer Lifecycle Management Manager.
Good communication and presentation skills Ability to interact across all levels to drive a linked-team process Good at figures, business analysis and problem solving skills Ability not only to steer external partners, but also to create own creative input and implement Financial services / banking experience in China OR Automotive industry in China Project management skills Excellent MS Office skills (Word, Excel, Powerpoint) “Can do” and “Hands-on” attitude, takes responsibility Excellent language skills in English (written and oral) Minimum 5 years work experience with a good understanding of the Financial industry and a related skill set OR 5 years work experience in CRM, operations, sales or marketing function of banking or AFC industry in China with a good understanding of automotive industry.