賓客體驗(運營)副經(jīng)理工作職責:

1.監(jiān)督和管理中心的運營服務情況;

2.負責銷售流程的協(xié)助,并幫助中心團隊完成銷售指標;

3.負責中心內的運營成本控制以及制定年度運營預算報告;

4.負責團隊的招聘,在職培訓和個人發(fā)展規(guī)劃等工作。

任職要求:

1.大學本科以上學歷,酒店管理等相關專業(yè),有海外留學經(jīng)歷優(yōu)先;

2.5年以上的工作經(jīng)驗;具有團隊主管或帶領團隊工作經(jīng)驗;

3.能夠編寫預算并執(zhí)行,控制日常運營的預算;

4.優(yōu)秀的溝通和談判能力,國粵語流利,優(yōu)秀的英語書寫及交流能力。

工作職責:

1.監(jiān)督和管理中心的運營服務情況;

2.負責銷售流程的協(xié)助,并幫助中心團隊完成銷售指標;

3.負責中心內的運營成本控制以及制定年度運營預算報告;

4.負責團隊的招聘,在職培訓和個人發(fā)展規(guī)劃等工作。

任職要求:

1.大學本科以上學歷,酒店管理等相關專業(yè),有海外留學經(jīng)歷優(yōu)先;

2.5年以上的工作經(jīng)驗;具有團隊主管或帶領團隊工作經(jīng)驗;

3.能夠編寫預算并執(zhí)行,控制日常運營的預算;

4.優(yōu)秀的溝通和談判能力,國粵語流利,優(yōu)秀的英語書寫及交流能力。

篇2:用戶體驗經(jīng)理崗位職責

用戶體驗項目經(jīng)理-網(wǎng)易考拉151網(wǎng)易集團網(wǎng)易(杭州)網(wǎng)絡有限公司,杭州網(wǎng)易,網(wǎng)易,網(wǎng)易杭州,網(wǎng)易游戲,網(wǎng)易網(wǎng)絡,網(wǎng)易集團,網(wǎng)易工作職責:

1、用戶VOC研究,挖掘和分析用戶的使用習慣、情感和體驗需求,提煉成為產(chǎn)品需求;

2、持續(xù)分析用戶體驗鏈條中的各級觸點,提煉出業(yè)務規(guī)則優(yōu)化方向并提出改善建議;

3、參與企業(yè)內部各業(yè)務部門的問題改善,對商品、物流服務等體驗有高敏感度并推動提升整體服務力。

4、深入了解業(yè)務團隊內部工作職能和流程,以體驗優(yōu)化為目標推動業(yè)務流程改善。

5、能組織進行用戶體驗活動策劃及執(zhí)行,并完成相關報告。

任職要求:

1、客戶服務行業(yè)項目管理工作經(jīng)驗不少于三年,具備高度的用戶體驗嗅覺;

2、對電商行業(yè)產(chǎn)品、系統(tǒng)、用戶有一定的了解,能基于用戶聲音進行多視角分析

3、有用戶體驗或用戶數(shù)據(jù)收集的組織能力,擅長溝通,

4、關注細節(jié),善于觀察和分析用戶行為和情緒表達

5、參與過中大型互聯(lián)網(wǎng)電商用戶體驗提升相關項目從業(yè)人員優(yōu)先。

篇3:客戶體驗經(jīng)理崗位職責

客戶體驗經(jīng)理UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.

TypicalDuties

Servicestandardcontinueimprovement

-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark

Techniciantrainandauthorize

-Developtechniciantrainingmaterialstotracktrainingprogress

-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults

-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience

-

Servicemanagement

-Developproperprocesstoenableservicestandardwellimplementationinfield

-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults

-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults

-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime

-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement

-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice

-Buildtechniciancommunity

Consumersurveyandcallcenter

-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck

-Improveservicestandardbasedontechnicianfeedbackandconsumervoice

Servicebrandingandcommercialization

-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel

-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers

UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.

TypicalDuties

Servicestandardcontinueimprovement

-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark

Techniciantrainandauthorize

-Developtechniciantrainingmaterialstotracktrainingprogress

-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults

-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience

-

Servicemanagement

-Developproperprocesstoenableservicestandardwellimplementationinfield

-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults

-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults

-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime

-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement

-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice

-Buildtechniciancommunity

Consumersurveyandcallcenter

-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck

-Improveservicestandardbasedontechnicianfeedbackandconsumervoice

Servicebrandingandcommercialization

-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel

-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers