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Customer Services Communication & Issue Management
DaimlerChinaUpdate time: September 24,2019
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Job Description
Customer Services Communication & Issue Management
Description
Objective of the Position

The position will play a critical role in contributing to BMBS continued business success by safeguarding the company‘s trusted and admired brand reputation and establishing a vivid and positive PR image for the MB customer service in China.

Issue Management:

  • Develop the overall PR strategy and further optimize the issue management mechanism in BMBS 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
  • lead the collaboration on issue topic with the cross-functional team and regional communication team, to ensure a quick and smooth communication within the organization
  • Develop the media statement and work closely with the business operation team and legal team to ensure the message accuracy
  • 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 accordingly and timely
  • Media intelligence collection and timely alert to the company

Media Communications:

  • Actively establish and maintain a healthy media network of customer service related media for the brand, with offering "the best media experience"

Customer Service PR Image Profiling

  • 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
  • Design and conduct the PR initiatives to broaden the awareness of “My Service” and deepen understanding among targeted consumers in the market;
  • Cultivate the public about the philosophy of Mercedes-Benz customer service in China
  • Provide PR communication support to the Customer Service on business campaigns/events
  • Budget planning and control

Qualifications
Qualification Required

  • Minimum 6-8 years working experience, in corporate communications and crisis management is preferred, with Rich and proven issues/crisis handling experience.
  • 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. Positive 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.

Task Designation

1. Overall Strategy development and yearly issue management mechanism review and optimization

2. Day-to-Day Issue management and media alert

1) Media intelligence 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 communication 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

3. 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) Provide PR communication support to the Customer Service on business campaigns/events
5) Budget planning and control

4. Update the issue management training document and conduct the training

5. Issue related media day-to-day liaison and management

Organization : Beijing Mercedes-Benz Sales Service Co., Ltd.
Primary Location : China (Mainland)
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