Job Description

客户平台管理职责描述：
1．开发并执行客户平台的战略和规划
- 基于对市场的了解和客户的分析，开发并执行客户（尤其是维修站和技师）关系维护战略，包括流量管理，忠诚度计划、在线社区管理和其它客户互动活动，以达到客户产出最大化
- 项��管理：客户平台的开发、评估、报告和落地等各环节的项目管理
- 与相关部门和供应商紧密合作，保证平台的稳定性和易用性2. 客户数据分析
- 和供应商共同定义并管理客户数据库
- 通过对客户数据的分析，开发并优化与客户的互动，以提高客户活跃度和忠诚度3. 在线客户互动规划和运营管理
- 基于不同层级客户的需求、数据分析，规划并落地基于不同层级客户的沟通策略（5W1H）以吸引更多的客户加入
- 针对不同层级的客户，规划并落地客户忠诚度计划、在线活动、社区运营等，吸引更多客户参与任职要求
- 五年左右线上客户关系运营和会员项目运营管理
- 有汽车后市场背景且对维修站业务有了解的优先
- 对线上客户互动有丰富经验，比如内容管理、社区管理、线上活动等
- 具有项目管理��验且擅长跨部门协调沟通
- 商业触觉敏锐且有丰富的数据分析技巧
- 具备线上客户管理工作基本的IT知识
Customer platform management
Responsibilities:
1. Develop and execute strategy and plans of customer binding platform
- Develop and execute customer (esp. workshops and mechanics) binding strategy based on customer insights collection and analysis, including leads management, loyalty program, community and other customer engagement activities to maximize the outcome of customers
- Project management of customer binding platform development, measurement, reporting and rollout activities
- Co-work with cross functions and suppliers to ensure platform stability and operation2. Customer data analysis
- Define and manage customer data pool with relevant suppliers
- Analyze customer data, get learnings from big data, initiate customer engagement activities to enhance customer active rate and loyalty
- Regular operational tracking and reporting3. Online customer engagement planning and operational management
- Based on data, insights, segmentation needs, develop and execute segment-based communication matrix (who/when/where/what/How) to engage our online members.
- Plan and execute customer loyalty program, activations and community with different segments of customers and encourage their participationQualifications
- Around 5-year experience in online management of customer relationship and loyalty program
- Automotive aftermarket background and knowledge of workshop business is a plus
- Rich experience and knowledge on customer engagement activities e.g. content management, community management, online campaigns…
- Good project management and team collaboration skills
- Strong business sense and data analysis skills
- Basic IT knowledge that online customer engagement work required

Contact Information

Immy Yin, immy.yin@zf.com