Job Description/职位描述:

The CRM Leader will lead a team with 4-5 people in our customer center, responsible for the database management and developing short/ long term CRM strategy & KPI. This role is based in Shanghai that serves the Greater China Region. While reporting to the Central Marketing & Communication Manager, you are expected to foster a close working relationship with key stakeholders, and maximize business opportunities to achieve agreed targets and objectives.

客户关系主管， 此职位将领导客户中心4-5人的团队主要负责客户中心的日常管理工作，负责数据库管理并制定CRM策略和KPI.这个职位主要是在上海，与相关的业务伙伴建立密切的工作关系，以实现目标。他/她是汇报给市场沟通经理。

Main Responsibilities/主要职责：

• Developing related CRM programs (Including generating leads/ manage the leads/ loyalty program/ maximize the value outcome from leads etc.) to support the strategy and achieve the KPI.
  

开发与维护相关CRM项目(包括潜在销售线索的挖掘/管理销售线索/客户忠诚度计划等）以支持公司战略。

• Oversee the day-to-day operations of the Customer Centre, to supervise and manage the team for serving marketing purpose which could extended to benefit sales team, ensuring all inquiries and technical queries from various sources are fulfilled within performance.

管理客户中心团队的日常运作以使销售团队受益，确保来自各方面的所有咨询能得到满意

• Timely and effective administration of performance evaluations, development and coaching activity for all team members for reaching the agreed individual and departmental goals and objectives.

及时有效地管理所有团队成员的绩效评估，员工发展和指导活动，以达到商定的个人和部门目标

• Ensure customer center systems function efficiently and continuously work with relevant parties to implement systems enhancement and upgrading, all in line with corporate strategy.

确保客户中心系统高效运行，并与相关部门密切合作以实施系统增强和升级来符合企业战略

• Conduct workload forecasting, designing working flows and performing work force scheduling

进行工作量的预估，设计工作流程以及部门内员工工作量的分配

• To take an active role in helping the sales teams to ensure all database management (input and maintenance) tasks are well planned, and executed with high accuracy. Manage data analysis and compile relevant report monthly & quarterly.

积极参与帮助销售团队确保所有数据库信息的高准确率（输入和维护）。管理数据分析并每月和每季度编制相关报告

• Leverage new platform like WeChat/Website Business Bridge platform as an effective tool for eCRM communication.

利用微信/网站商桥平台等新平台作为eCRM通信的有效工具

• Take active internal communication with MarCom other functions (Digital Marketing, E-commerce, etc.), Sales, Product, and Financial teams to follow, refine, update various operating process for a better efficiency as required to make continuous improvements.

与MarCom其他职能部门（数字营销，电子商务等），销售部，产品部和财务部进行积极的内部沟通，以跟踪，完善和更新各种操作流程，以提高效率，从而实现持续改进

• Familiar with CRM operation channels (SMS, Wechat, App, EDM etc.), design the on-line customer engagement activity and organize the push.

熟悉CRM运营渠道（SMS，微信，App，EDM等），设计在线客户互动活动并组织推送

Skills and Qualifications/需要技能和资质:

• 
  Associate degree or above, business management, sales & marketing, e-commerce expertise preferred;

大学专科或以上学历，具有企业管理、市场营销、电子商务等专业知识优先；

• Be serious and responsible, familiar with work procedures and management of customer centers

工作认真负责、条理清晰，熟悉客户中心工作流程及管理；

• Strong ability to analyze issues and good customer service awareness;;

有较强的分析问题能力及良好的客户服务意识

• 6+ years of relevant CRM experience, ideally from retailing industry/CRM agency, with a sound understanding and experience of team management and loyalty program experience, familiar with SAP and Oracle.

6年以上相关的CRM经验，具有熟练的团队管理和忠诚度计划经验，熟悉SAP和Orocle

• Good team player and collaboration awareness, strong professionalism;

良好的团队组织、协作意识及敬业精神

• Strong desire and ability to learn

• Can bear working pressure and accomplish tasks on time

• Instrumentation Call Center experience preferred.

有仪器仪表电话中心经验优先。

• Fluent oral English, good writing ability.

英语口语流利，书写能力良好。

上班地址：上海市松江区莘砖公路258号新兴产业园34幢 15层