Senior Manager, Regional Communication, Issue Management & Customer Service Communication
DaimlerChinaUpdate time: July 2,2019
Job Description
Senior Manager, Regional Communication, Issue Management & Customer Service Communication
Description
Sustain brand and company’s communication efforts at regional level, and maintain good media relationship at where our retail operations are. Provide sufficient and efficient supports on media issue management or crisis management to regional business operation as well as retail parterns.
Media Communications:
Overall Strategy development and people empowerment and management
Regional Communications
1.) Tailor-made regional communication strategies to 4 regions
2.) Provide supports together with PR regional managers to regional operations, incl. retail level PR activities
3.) Content strategy development
4.) Media relationship management
5.) Issue management
1) Media intellengence and timely-alert
2) Providing in-depth brand and communications counsel, knowledge and support in terms of product liability/safety related issue and national-level product/service issue
3) lead the collaboration on issue topic with the cross-functional team and regional communciation team, to ensure a quick and smooth communication within the organization
4) Develop the media statement and work closely with the business operation team and legal team to ensure the message accuracy
5) Provide professional and timely guidance and support to regional communications team, and develop the overall issue management dealer comm. guidelines for certain issue topic
Customer Service PR Communications
1) Develop the overall strategy and define the key messages upon the business context to establish a vivid PR image for Mercedes-Benz Customer Service in China
2) Design and conduct the PR initiatives to broaden the awareness of “My Service”and deepen understanding among targeted consumers in the market;
3) Cultivate the public about the philosophy of Mercedes-Benz customer service in China
4) rovide PR communication support to the Customer Service on business campaigns/events
5) Budget planning and control
Objectives of job
Sustain brand and company’s communication efforts at regional level, and maintain good media relationship at where our retail operations are. Provide sufficient and efficient supports on media issue management or crisis management to regional business operation as well as retail parterns.
Regional Communications:
- Act as key liaison between PR central communications and region-based communication efforts to sustain brand and corporate message consistency, ensure aligned strateties, and create synergies in media communications;
- Lead and develop tailor-made regional PR strateties, action plans, and supervise regional PR team to execute the plans with high standard working quality;
- Media relationship management on non-Beijing-based media with well defined strategy and approach ensure positive share of communication;
- Issue management, esp. related to dealer operations, to ensure minimized coverage possible;
- Support to regional offices, and dealer partners on ALL PR related topics;
- Content gatekeeping to related external communication materials:
- Support to company-level crisis management with regional media communication efforts
Customer Service Communications & Onwership Experience
- Work closely with Customer Service Department to develop relavant communication key messages, storylines.
- Enhance the positive share of voice and image for MB’s customer-centered business philosophies
- Act as main contact window to support E2 spokesperson on his or her media appearances
- Maintian regular communication activities align with Central and Regional Teams
- Provide PR communication support to the Customer Service on business campaigns/events
- Budget planning and control
Issue Management:
- Develop the overall PR strategy specific to issue management mechasim to safeguard the brand reputation
- Providing in-depth brand and communications counsel, knowledge and support in terms of product liability/safety related issue and national-level product/service issue
- Stay in close contact with relavant internal stake-holders, incl. not limited to CRM, technical team, and dealers;
- Develop the media statement with well aligned efforts from BUs, legals, and EA if needed;
- Provide professional and timely guidance and support to regional communications team, and develop the overall issue management dealer comm. guidelines for certain issue topic
- Update the issue management training document and conduct relative training to dealer partners by demands
- Media intellengece monitor, evaluation, and internal updates.
Media Communications:
- Actively establish and maintain a healthy media network of customer service related media for the brand, with offering “the best media experience”;
Task description
Overall Strategy development and people empowerment and management
Regional Communications
1.) Tailor-made regional communication strategies to 4 regions
2.) Provide supports together with PR regional managers to regional operations, incl. retail level PR activities
3.) Content strategy development
4.) Media relationship management
5.) Issue management
Day-to-Day Issue management and media alert
1) Media intellengence and timely-alert
2) Providing in-depth brand and communications counsel, knowledge and support in terms of product liability/safety related issue and national-level product/service issue
3) lead the collaboration on issue topic with the cross-functional team and regional communciation team, to ensure a quick and smooth communication within the organization
4) Develop the media statement and work closely with the business operation team and legal team to ensure the message accuracy
5) Provide professional and timely guidance and support to regional communications team, and develop the overall issue management dealer comm. guidelines for certain issue topic
Customer Service PR Communications
1) Develop the overall strategy and define the key messages upon the business context to establish a vivid PR image for Mercedes-Benz Customer Service in China
2) Design and conduct the PR initiatives to broaden the awareness of “My Service”and deepen understanding among targeted consumers in the market;
3) Cultivate the public about the philosophy of Mercedes-Benz customer service in China
4) rovide PR communication support to the Customer Service on business campaigns/events
5) Budget planning and control
Update the issue management dealer trainings
Issue related media day-to-day liaison and management
Qualifications
Qualification required
- Minimum 10 years working experience, with at least 5 years above in the field of PR. Experiences in corporate communications and crisis management is preferred, with rich and proven issues/crisis handling experiences.
- Excellent at copywriting. Good English and Chinese language skills required.
- Good media relation and familiar with various communications channels, including new media.
- Strong interpersonal and communication skills (clearly, timely and concisely, both orally and in written).
- Passionate about Mercedes-Benz Brand. Postive and agile.
- Takes accountability and have strong PR sense and the sense of URGENCY
- Team Player. Able to communicate and coordinate with various people and work in a cross-function environment
- Works independently and proactively to produce quality results and able to move things forward to achieve results
- Continuously seeks and uses feedback from others to improve.
Organization : Beijing Mercedes-Benz Sales Service Co., Ltd.
Primary Location : China (Mainland)
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