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Customer Experience Manager

3 weeks ago

Makati City, National Capital Region, Philippines Geely Motor Philippines Corporation Full time

**Job Description**

Role Overview

We are seeking a highly skilled User Operations Supervisor to join our team at Geely Motor Philippines Corporation. This is an exciting opportunity for a talented professional to take on a key role in driving customer growth and engagement.

Key Responsibilities
  • Customer Lifecycle Management
  1. Develop and execute comprehensive management plans covering the entire customer lifecycle, including attracting potential customers, activating new customers, maintaining loyal customers, and recalling lost customers.
  2. Establish effective customer feedback mechanisms to promptly respond to customer needs, resolve issues, and continuously optimize products and services.
  3. Monitor and manage opinions and feedback submitted by users on social media platforms, liaise with CRM teams to handle customer complaints, and promptly respond to customer needs.
Community Building and Event Planning
  1. Plan and organize online and offline customer engagement activities to strengthen community cohesion and participation.
  2. Maintain and expand connections with car enthusiasts' clubs, plan and manage events and budget supports for these clubs, seek to establish and manage owner organizations led by the brand.
  3. Maintain the brand image on social media platforms, actively participate in discussions, and foster a positive and healthy community atmosphere.
Data Analysis and Insights
  1. Use data analysis tools to conduct customer behavior analysis, uncover user preferences and needs, and provide data support for business decisions.
  2. Monitor key performance indicators (KPIs) such as customer growth rate, activity level, satisfaction, etc., and adjust operational strategies based on analytical results.
User-Generated Content Creation and Dissemination
  1. Design creative content marketing plans, including video production, blog writing, social media posts, etc., to attract potential users and maintain the interest of existing customers.
  2. Coordinate with internal teams to ensure consistency and alignment of all external communications with the brand image.
  3. Identify, nurture, and manage Key Opinion Consumers (KOC), expand and establish a KOC dissemination matrix for the brand.
Referral Marketing
  1. Design and implement customer referral programs to incentivize current customers to recommend the brand or products to others, expanding brand influence and customer base.
  2. Analyze the effectiveness of referral activities, continuously optimize referral mechanisms and reward policies, and increase the success rate of referrals.

**Requirements**

  • Strong understanding of customer behavior and preferences.
  • Excellent communication and interpersonal skills.
  • Ability to analyze complex data and provide actionable insights.
  • Experience in content creation and dissemination.
  • Proven track record of successfully managing customer relationships.