體驗(yàn)部經(jīng)理崗位職責(zé)
客戶體驗(yàn)部經(jīng)理1.建立提升客戶體驗(yàn)的方案,關(guān)鍵客戶觸點(diǎn)梳理及標(biāo)準(zhǔn)化相關(guān)工作;
2.建立可監(jiān)控、跟蹤、評(píng)估的客戶體驗(yàn)數(shù)據(jù)化體系;
3.建立服務(wù)培訓(xùn)體系,推出服務(wù)職業(yè)認(rèn)證,培養(yǎng)服務(wù)人才;
4.負(fù)責(zé)NPS指標(biāo)監(jiān)控和提升。NPS:是指客戶的凈推薦值。(公式:推薦者-貶損者=NPS)。1.年齡25歲以上,本科及以上學(xué)歷
2.兩年以上客戶投訴處理、大客戶管理、客戶研究、客戶體驗(yàn)設(shè)計(jì)等客戶服務(wù)工作經(jīng)驗(yàn);
3.了解客戶服務(wù)的相關(guān)業(yè)務(wù),具備強(qiáng)烈的客戶服務(wù)管理意識(shí);
4.對(duì)客戶關(guān)系管理研究有較強(qiáng)的意愿并真心投入。1.建立提升客戶體驗(yàn)的方案,關(guān)鍵客戶觸點(diǎn)梳理及標(biāo)準(zhǔn)化相關(guān)工作;
2.建立可監(jiān)控、跟蹤、評(píng)估的客戶體驗(yàn)數(shù)據(jù)化體系;
3.建立服務(wù)培訓(xùn)體系,推出服務(wù)職業(yè)認(rèn)證,培養(yǎng)服務(wù)人才;
4.負(fù)責(zé)NPS指標(biāo)監(jiān)控和提升。NPS:是指客戶的凈推薦值。(公式:推薦者-貶損者=NPS)。
篇2:用戶體驗(yàn)經(jīng)理崗位職責(zé)
用戶體驗(yàn)項(xiàng)目經(jīng)理-網(wǎng)易考拉151網(wǎng)易集團(tuán)網(wǎng)易(杭州)網(wǎng)絡(luò)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(luò),網(wǎng)易集團(tuán),網(wǎng)易工作職責(zé):
1、用戶VOC研究,挖掘和分析用戶的使用習(xí)慣、情感和體驗(yàn)需求,提煉成為產(chǎn)品需求;
2、持續(xù)分析用戶體驗(yàn)鏈條中的各級(jí)觸點(diǎn),提煉出業(yè)務(wù)規(guī)則優(yōu)化方向并提出改善建議;
3、參與企業(yè)內(nèi)部各業(yè)務(wù)部門(mén)的問(wèn)題改善,對(duì)商品、物流服務(wù)等體驗(yàn)有高敏感度并推動(dòng)提升整體服務(wù)力。
4、深入了解業(yè)務(wù)團(tuán)隊(duì)內(nèi)部工作職能和流程,以體驗(yàn)優(yōu)化為目標(biāo)推動(dòng)業(yè)務(wù)流程改善。
5、能組織進(jìn)行用戶體驗(yàn)活動(dòng)策劃及執(zhí)行,并完成相關(guān)報(bào)告。
任職要求:
1、客戶服務(wù)行業(yè)項(xiàng)目管理工作經(jīng)驗(yàn)不少于三年,具備高度的用戶體驗(yàn)嗅覺(jué);
2、對(duì)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(jìn)行多視角分析
3、有用戶體驗(yàn)或用戶數(shù)據(jù)收集的組織能力,擅長(zhǎng)溝通,
4、關(guān)注細(xì)節(jié),善于觀察和分析用戶行為和情緒表達(dá)
5、參與過(guò)中大型互聯(lián)網(wǎng)電商用戶體驗(yàn)提升相關(guān)項(xiàng)目從業(yè)人員優(yōu)先。
篇3:客戶體驗(yàn)經(jīng)理崗位職責(zé)
客戶體驗(yàn)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