Hema-Consumer Experience TL-Beijing


 

job description

1. According to the regional business plan, undertake the business indicators of service and experience of each store in the region combine this According to the actual situation of the region, formulate the store operation plan and goals in the region, and organize the implementation to promote the achievement of the goals 2. Responsible for orderly guiding the completion of various customer service-related training work in the store, as well as the formulation and iteration of SOP 3. Through store inspections and other methods, Inspect, supervise and guide store operations to improve store operation quality and service standards adhere to user-centered design principles, explore the balance between commercial value and user experience, and combine business development needs with user experience links from the source Carry out interaction design, process promotion, detail optimization, obtain results, data tracking and continuous optimization, and pursue the ultimate user experience 4. Conduct customer situation analysis through data indicators, complete relevant report production and problem discovery, and promote each store and relevant business departments to improve.

Job Requirements

1. Education: Bachelor degree or above 2. Experience: More than 10 years of retail industry experience or more than 5 years of regional customer service management experience, with a clear understanding of the service and business experience management fields. Possess systematic thinking and business design capabilities for customer experience in retail formats, and experience in new retail e-commerce experience operations will be preferred or more than 3 years of experience operation and management experience in the e-commerce industry or user experience operation and management, etc., and can be based on the current situation of each store. Complete the formulation and implementation of the store department to improve user experience, and conduct quantitative module management of the store 3. Personality: Cheerful, good at communication, good at summarizing, and good at evaluating the priorities of things 4. Concept: Always put customers first under any circumstances The philosophy is to dare to challenge any issues that affect the experience and actively promote improvements. 5 Abilities: Have strong data analysis skills and writing skills, be able to use various office software proficiently, be able to know SQL for extra points, and have strong communication, collaboration and project management skills

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