Assistant Manager, Consumer Experience

2 weeks ago

Shanghai, Shanghai, China VF Corporation Full time

Role & Responsibilities:

Position Definition (Key Purpose of the Position):

The Assistant Manager, Customer Experience is responsible to manage the partnership and daily collaboration with the outsourced Contact Centre service provider. Focusing on 1-2 markets, the incumbent has dotted line supervisory responsibility over the outsourced contact centre team located in Malaysia and acts as the bridge between the team and other VF functions involved in E-com operations (such as Brand E-Com team, DC, Digital Hub, DT, Finance, VF Academy).

Key responsibilities revolve around facilitating daily communication and troubleshooting, coordinating trainings and preparation of key e-com events, ensuring service provided, measured through customer satisfaction scores, meets, or exceeds contractual and market standards, and pursue opportunities for cost savings through process optimization.

The incumbent should demonstrate a strong sense of initiative, customer centric mindset and analytical skills.

He/she will be responsible for an integrated team and required to collaborate closely with the icebreaker Asia team, Ecommerce team, Product Team, and Sales team to drive integrated marketing impact at brand and sales levels.

Key Result Areas:


• Develop SOPs and policies in partnership with Brands and ensure the outsourced team well executes against aligned disciplines.


• Closely collaborate with outsourced CS team leader to monitor service performance, KPIs achievement, QA results system issues and enhancement requests.


• Facilitate communication between service teams, payment providers, logistics providers and internal VF functions as appropriate, to ensure customer, system and process issues are resolved timely and effectively.


• Collaborate with Brands and Finance team to ensure revenue forecasts are provided timely to support manpower planning activities, especially before large e-com events.


• Coordinate with VF Academy to ensure product and Brand training is provided regularly and effectively.


• Analyze consumer experience data and leverage insights to recommend improvement actions.


• Produce weekly and monthly dashboards and present to Brand E-Com teams, highlighting both cost- and experience-related KPIs and opportunities.


• Collaborate with Digital Hub and DT, to ensure technology solutions are suitable for CS to operate.


• Lead continuous improvement projects where appropriate, to improve customer service efficiency and value creation.

Success Measures:


• Customer Service KPIs met or exceeded.


• CS policies and SOP in place.


• Project initiated and completed.

Competency Requirements:

Behavioral Competencies -


• Change and innovation.


• Influence


• Curiosity


• Self-motivation


• Ability to work outside of set routines and in complex matrices

Functional Competencies –

List down specific set of functional skills required to perform in this role


• Analytical skills,


• Communication skills,


• Microsoft Excel, Power Point and Tableau,


• Experience with CRM/CLM


• Project management is a bonus

Experience

Minimum Relevant Experience: 5 years in Customer Service, Customer Success/Experience

Minimum Supervisory Experience: 3 years

Academic Qualifications

Minimum Degree Held: bachelor's degree.

Subject Expert In: communication, business management, marketing, sales

Language Proficiency:

Fluent in oral and written English and 2nd language (Mandarin, Japanese or Korea)

R

  • Manager, Consumer

    2 weeks ago

    Shanghai, Shanghai, China abercrombie-fitch-co. Full time

    Company Description Job Description What Will You Be Doing? Under the role of Consumer & Market Insight (CMI): Gather and generate insights on market/competition, consumer, and culture trends for APAC markets (priority being China and Japan in the next 3 years.) Synthesizes insights and provide recommendations for initiatives to drive the...

  • Manager, Consumer Marketing

    4 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScopeDevelop and execute national/regional consumer education campaign/innovation programs across various channels to increase awareness.Collaborate with cross-functional teams for seamless execution of omni channel consumer education activities.Project detail management for internal process and external communication with on time high quality...

  • Manager, consumer marketing

    1 month ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScopeDevelop and execute national/regional consumer education campaign/innovation programsCollaborate with cross-functional teams for seamless execution of omni channel consumer education activities.Project detail management for internal process and external communication with on time high quality deliveryAnalyze campaign/projects performance...

  • Manager,Consumer Marketing

    1 month ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScopeDevelop and execute national/regional consumer education campaign/innovation programs across various channels to increase awareness.Collaborate with cross-functional teams for seamless execution of omni channel consumer education activities.Project detail management for internal process and external communication with on time high quality...

  • Manager, Consumer Marketing

    1 month ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScopeDevelop and execute national/regional consumer education campaign/innovation programs across various channels to increase awareness.Collaborate with cross-functional teams for seamless execution of omni channel consumer education activities.Project detail management for internal process and external communication with on time high quality...

  • Manager, consumer marketing

    4 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScopeDevelop and execute national/regional consumer education campaign/innovation programsCollaborate with cross-functional teams for seamless execution of omni channel consumer education activities.Project detail management for internal process and external communication with on time high quality deliveryAnalyze campaign/projects performance...

  • Manager, consumer marketing

    2 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScopeDevelop and execute national/regional consumer education campaign/innovation programsCollaborate with cross-functional teams for seamless execution of omni channel consumer education activities.Project detail management for internal process and external communication with on time high quality deliveryAnalyze campaign/projects performance...

  • Sr. Manager, Consumer marketing

    1 month ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionJob scope:Work with team leader to develop brand planConduct research to understand consumer insights and monitor market trendsLead consumer education campaign/innovation programs across channels for increased awareness and interests.Collaborate with cross-functional teams to align strategies and ensure seamless execution of omn consumer...

  • Sr. Manager, Consumer marketing

    4 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionJob scope:Work with team leader to develop brand planConduct research to understand consumer insights and monitor market trendsLead consumer education campaign/innovation programs across channels for increased awareness and interests.Collaborate with cross-functional teams to align strategies and ensure seamless execution of omn consumer...

  • Sr. Manager, Consumer marketing

    2 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionJob scope:Work with team leader to develop brand planConduct research to understand consumer insights and monitor market trendsLead consumer education campaign/innovation programs across channels for increased awareness and interests.Collaborate with cross-functional teams to align strategies and ensure seamless execution of omn consumer...

  • AM/Manager, Consumer

    2 weeks ago

    Shanghai, Shanghai, China L'Oréal Full time

    Category Insight Partnership with Skincare métier stakeholders R&I China In the field of skin care related topics, conducting consumer & market research plan (understand market trend, consumer needs, tensions, innovation opportunities), distill consumer insight with relevant and meaningful innovation opportunities ) Conduct & coordinate CMI studies,...

  • Product Experience Manager

    2 weeks ago

    Shanghai, Shanghai, China International Flavors & Fragrances Full time

    Job Description IFF PX China Nourish is looking for a Product Experience Manager for the site in Shanghai, China. Are you passionate about sensory and consumer insights and how they can impact product design, development, and creating optimal products people love? As Product Experience Manager, you will proactively identify current gaps and...

  • HPV consumer marketing-Marketing Manager

    4 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScope• Strategy development & Business Planning: Develop and implement consumer activation strategy to drive business growth and achieve company objectives. Lead business planning activities to align marketing strategies with overall business goals.• Consumer Education Campaigns: Lead the development and execution of consumer education...

  • HPV consumer marketing-Marketing Manager

    2 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScope• Strategy development & Business Planning: Develop and implement consumer activation strategy to drive business growth and achieve company objectives. Lead business planning activities to align marketing strategies with overall business goals.• Consumer Education Campaigns: Lead the development and execution of consumer education...

  • HPV consumer marketing-Marketing Manager

    4 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionScope• Strategy development & Business Planning: Develop and implement consumer activation strategy to drive business growth and achieve company objectives. Lead business planning activities to align marketing strategies with overall business goals.• Consumer Education Campaigns: Lead the development and execution of consumer education...

  • Manager, Consumer Excellence

    1 month ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionSupport strategic projects focused on consumers, ensuring on-time delivery and alignment with business goals.Explore and implement creative methods to engage consumers effectively.Create and update models to track consumer sentiment, identifying trends and areas for enhancement.Collaborate with internal teams and external partners to carry out...

  • Manager, Consumer Excellence

    4 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionSupport strategic projects focused on consumers, ensuring on-time delivery and alignment with business goals.Explore and implement creative methods to engage consumers effectively.Create and update models to track consumer sentiment, identifying trends and areas for enhancement.Collaborate with internal teams and external partners to carry out...

  • Manager, Consumer Excellence

    2 weeks ago

    Shanghai, Shanghai, China MSD Full time

    Job DescriptionSupport strategic projects focused on consumers, ensuring on-time delivery and alignment with business goals.Explore and implement creative methods to engage consumers effectively.Create and update models to track consumer sentiment, identifying trends and areas for enhancement.Collaborate with internal teams and external partners to carry out...

  • Consumer Marketing Manager, Sleep

    2 weeks ago

    Shanghai, Shanghai, China Philips Full time

    Job Title: Consumer Marketing Manager, Sleep & Respiratory CareJob Description:In this exciting opportunity, you will be the voice of Philips' consumers in China, driving measurable business impact for Oxygenator and Nebulizer products of Sleep & Respiratory Care. Your key focus will be on creating and implementing integrated consumer-centric marketing...

  • Workplace Experience Assistant

    4 weeks ago

    Shanghai, Shanghai, China Goodyear Full time

    Location: CN - Shanghai Goodyear Talent Acquisition Representative: Joa Xu Sponsorship Available: NoRelocation Assistance Available: No Job duties:Assist the Office Manager to manage Admin and Office Management activities to create safe, healthy and efficient office environment in Shanghai office Internal communication, Business awareness, design &...