e-Commerce and Digitized Customer Experience Management -30%
- Lead strategy, marketing, product planning, process definition, and dealer steering for e-Commerce business in Customer Services.
- Manage e-Commerce business in Customer Services to promote sales of Products and Services through e-Commerce Platform.
- Manage Service Leads process from Connected vehicles. Maximizing generation of new service leads, providing offers, and conversion to service visits.
- Dealer steering with findings, monitoring reports, and cooperation with HQ partners independently for Service Leads process.
- Manage comprehensive Digitized Customer Service processes.
- Monitor and report Key Performance Reports to management.
- Resolve and handle the risks and problems for Digitized Customer Experience

CRM Strategy management for Customer Services- 30%
- Lead CRM strategy across sales channels and provide customer centric analysis/metrics.
- Lead Seamless Customer Experience throughout Customer Services journey to raise response rate and maintain an impressive level of innovation.
- Ensure proper management of Customer Data Quality in SFDC for data driven analysis with external agencies supporting CRM activities.
- Manage CRM system to increase customer’s long-term value and to develop and maintain customer’s satisfaction and loyalty.
1. Monitoring relationships with existing customers through CRM systems.
2. Ensuring the CRM system provides an effective sales funnel.
3. Developing and implementing marketing techniques that will drive new customers.
to support CRM activities for all authorized service centers.

Campaign promotion management -30%
- Design, prepare and implement national service campaigns; Spring/Summer/Winter/ Classic model campaign and specific campaigns by data driven analysis independently.
- Analyze campaign impact by reporting changes of parts turnover and MBK net revenue
- CSI campaign during CSI survey period for target customer.
- Coordinate with external vendor to implement marketing activity for campaigns.
- Drive engagement with digital marketing and CRM activity to enhance digital and retail campaign.
- Communicate with dealers to enhance parts turnover and result of campaign.
Dealer cost share management, prepare and submit all purchase & payment request for campaign.

Provide data & analyze campaign result by Data-driven marketing system – 5%
- Extract target data via Data-driven marketing system for Campaign and event.
- Provide data to dealer service center.
- Report analysis result regarding response rate after campaign/promotion using Data-driven marketing system.

MercedesCard point management (Customer Loyalty Program) – 5%
- Monthly dealer payment and point balance tracking.
- Loyalty application development and management.
Communicate with local vendor and loyalty app developer.