**Consumer Care Manager

2 months ago


Beijing, Beijing, China Coloplast Full time

Job Summary / Purpose

We are seeking a highly skilled Consumer Care Manager to lead our customer care team in providing personalized services to clients through our Tmall sales channel. The successful candidate will be responsible for enhancing client awareness and product experience, driving business indicators, and retaining clients.

Key Responsibilities

  • Develop and implement customer education and product service work plans, allocating sales leads and establishing trust with clients to support future personalized services and business objectives.
  • Execute market strategies and product brand strategies, guiding customer care consultants to achieve quarterly business targets.
  • Utilize management tools such as online service performance, system process management, and WeChat operations to support customer care consultants in their daily work, improving their work efficiency and ensuring team members complete their individual business targets in line with team and CBU targets.
  • Analyze business data and performance indicators, conducting regular reviews and summaries to adjust work plans and processes, prioritize tasks, and drive team business indicators.
  • Collaborate across departments and teams to develop customer care consultant training plans, service scripts, product promotion scripts, and client content marketing, guiding consultants to enhance their professional skills and provide personalized services to clients.
  • Maintain close communication and cooperation with hospital teams, adjusting internal workflows as needed to support clinical teams in collecting and converting sales leads.
  • Visit or co-visit hospital HCP clients to learn and understand overall business processes, refining terminal customer out-of-hospital service content.
  • Optimize internal system operations, management processes, and content promotion processes to improve work efficiency.
  • Enhance CRM system client information and follow-up information to support market strategy and brand strategy development.
  • Manage online consulting services, guiding employees in handling client complaints and improving client satisfaction.
  • Develop employee capabilities, utilizing Partner to Grow and other formats to support employee growth and development, creating a dynamic work environment.

Job Qualifications

  • At least 2 years of experience in nursing, medicine, customer service, or sales.
  • At least 1 year of experience in team management or large project management.
  • Bachelor's degree or above in nursing or medical fields.

Competencies

  • Excellent execution and sales planning abilities.
  • Team management and employee guidance capabilities.
  • Strong team spirit, proactive, and prioritized organizational and coordination abilities.
  • Strong learning and pressure resistance abilities.

Skills

  • Excellent communication skills.
  • Sales management, telephone service, and customer management skills.
  • Business data analysis and insight abilities.
  • System operation skills.
  • Proficient in CRM, AVAYA, Excel, and other office software.


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