工作職責:

1、負責客戶資源的整合,客戶價值分級管理體系的建立(VIP客戶增值服務體系,匹配不同層級的服務和活動方案,目的在于集中資源對目標客戶及高凈值客戶進行適度傾斜,提高客戶體驗);

2、基于客戶分析和精準營銷的思維,結合健康特色,制定客戶活動的策略;

3、結合內外部產品、服務、創新的營銷方式等資源,策劃并實施線上、線下的客戶服務主題活動,促進客戶的體驗、粘性和服務轉化,打造客戶活動的閉環;

4、統籌客戶活動的方案策劃、預算制定、供應商甄選等活動落實環節,同時進行活實施的評估和反饋;

5、負責客戶服務相關的系統需求設計、內外部報告與統計等。

崗位要求:

1.35歲以下,大學本科及以上學歷,擁有5年以上相關工作經驗(保險或其它金融行業背景,客戶活動企劃與實施經驗者優先);

2.了解保險行業(尤其是健康醫療保險)客戶活動規劃趨勢;

3.良好的營銷意識,溝通能力,協調和問題解決能力;

4.個人能力、自我激勵、求新求變、抗壓能力。

篇2:客戶服務關系經理崗位職責任職要求

客戶服務關系經理崗位職責

職責描述:

RolePurpose-Summary

ThepersononthisrolewillleadtheteamtodeliverGlobalConsumerRelationsMedicalAffairsserviceforallbrands,isaccountablefortheserviceresultandP&L.Typicalsuccessmeasurementsinclude:servicelevel,consumerexperience,minimizedthirdpartyescalation,P&L.ThepersonalsoleadsvendormanagementofGlobalConsumerRelationsvendors.

KeyResponsibilities:

BusinessBuilding:

1.Healthrelatedconsumercomplaintmanagement

?LeadtodevelopservicedeliverystrategyandactionplantoshapeconsumerserviceexperienceforthosewhocontactGlobalConsumerRelationsforhealthrelatedcomplaints,workwithGlobalConsumerRelationssectorservicedeliveryleaderstoalignbudgetwithbusinessleaders.BeseenastheGlobalConsumerRelationsgotopersonforhealthrelatedcomplaintmanagement.

?Beaccountableofserviceforecasting,P&L.

?Haveresponsibilitytotheoverallresultofhealthrelatedcomplaintmanagement.Setcleardirectionandleadtheservicedeliveryteamforexcellentexecutionandissue/gapfixtoensureoverallclientsatisfactionwiththeservice.

?ServiceasPforescalatedhealthrelatedcomplaintmanagementworkingwithmultiplefunctionalteam.Serveasakeycontributorinmultifunctionalteamforhealthrelatedissue/crisismanagement.

2.Vendormanagement

?Ensureservicevendorsadheretoandadministercontracts/SOW’stodelivertheagreedservice.

?ProvideanenvironmentforservicevendorstofeelvaluedandinspiredbyP&G.BuildstrategicpartnershipwiththemviaworkingwithPurchasing.

?Energizeservicevendorsforcontinuousserviceoptimization/simplificationforbetterefficiencyandeffectiveness.Ensurebestpracticeissharedandreappliedacrossallservicevendors.

?Leadtodevelopvendorsourcingstrategyforoperationintegrationandnewservicedevelopment.

?DefinevendorregularreviewmatrixandleadthereviewsworkingwithGCRsectorservicedeliveryleadersandPurchasing.

?Workinpartnershipwithglobalhorizontalteamtodriveserviceinnovationthatwillcontributetoservicetransformationand/orserviceefficiencyenhancement.

OrganizationBuilding:

?Betheinspirationoftheteam.Anticipatecapacityandcapabilitygapoftheteam,identifysolutiontonarrowthegap.

?RepresentGCGCRteaminGCRCOE/globalprojectteam.Ensurelearningissharedandkeyresultsarehighlighted.Ensurelocalneedsarerepresentedatgloballevel.

?Externalnetworking–keepabreastofexternaltrendsandindustrylearning,bringinginsightfromoutsideintoP&G.Assessthecompetitivelandscapeandmonitorcompetitiveactivityongoing.

?AdvocateMedicalAffairsservice.

任職要求:

?LeveragesMastery-Havein-depthknowledgeofCRServiceOperations,particularlycontracts/SOWssetting.Confidentwithcurrentandnewtechnology.

?LeadwithCourage:Advanced

?InnovateforGrowth:Advanced

?ChampionProductivity:Proficient

?ExecutewithExcellence:Proficient

?BringoutOurBest:Advanced

?BuildsDiverseCollaborativeRelationships–internallyandexternally:Proficient

?InTouch:Proficient

?Issue&CrisisManagement:Proficient

?Communication-StrongwrittenandverbalcommunicationskillinbothEnglishandChinese