小鹏汽车User Experience Manager-Middle East
任职要求
1. Experience: - Experience in VOC management, understanding of overall car industry commercial model, or cross-functional coordination roles. - Proven ability to collaborate with technical, operational, and business teams. - Experience in automotive, tech, or consumer-facing industries is a plus. 2. Skills: - Proficiency in AI-driven tools. - Strong analytical skills to interpret VOC data and prioritize actions. - Had experience in marketing, sales, or AS role. - Excellent project management and interpersonal skills. - Excellent communication and stakeholder management skills. - Fluency in English; proficiency in other languages is a plus. 3. Mindset: Proactive and passionate about customer-centric innovation.
工作职责
1. Main Tasks
As part of the global CXM team, you are the most important node in this matrix to improve overall customer experience in your country.
（1）VOC Coordination & Problem Resolution
- Monitor and analyze customer feedback from multiple channels (e.g., call centers, social media, surveys, partners) to identify trends, pain points, and improvement opportunities.
- Act as the primary liaison between local teams, HQ/EU business lines, and product teams to resolve escalated issues and ensure closed-loop accountability.
- Drive timely responses to complaints/suggestions, prioritizing high-frequency or critical issues.
（2）User Experience Improvement
- Localize global SOP White Paper and user journey touch point design in the market, then train it, implement it, stick to it, and audit it.
- As the local representative of users, from the perspective of our user, constantly push the relevant parties throughout the user journey to improve their service quality and find the best way for optimization.
（3）User Operation Management
- According to global guidance and local specification, develop own user operation plan and lead the implmentation. This plan includes the ATL management with focus on the sical group management and sentimental mornitor, as well as BTL management of user club, cobranding, and KOC management (UGC delopment).
- Creativity and uniqueness adapted to local culture and customer habits are encouraged for better effectiveness and the positive emotional bonding between brand and users.
2. Cross-Functional Collaboration
- Partner with Sales, After-Sales, Technical, Product, and PR teams to address systemic challenges (e.g., process gaps, product issues).
- Facilitate knowledge-sharing sessions to review recurring problems and disseminate best practices across regions.
3. Experience Measurement & Reporting
- Generate insights from experience evaluation data (e.g., NPS, CSI) to objectively measure customer satisfaction levels.
- Report progress, challenges, and solutions to national and global leadership.
1. Responsible for the development and operation of regional chain brands, and responsible for the user promotion and scale improvement of the brands; Implement the company's sales strategy and achieve the performance target; 2. Responsible for promoting in-depth cooperation between regional chain brands and platforms in brand marketing, promotional activities, user operations and other fields to enhance brand image; 3. In-depth understanding of brand business operations, and help brands to develop professional delivery solutions and landing; Guide customer delivery operation iteration through business data analysis, and continuously promote the in-depth link between platform and brand; 4. Establish a good communication relationship with the distribution department, as a bridge between brand and platform distribution, and cooperate with the distribution side to continuously improve the brand distribution
负责即食食品（如即食类餐食、零食、饮品等）的全链路采购管理，通过供应商开发、成本控制、品质把控及供应链协同，确保商品符合本地市场需求、平台运营目标及合规要求，支撑业务增长与用户体验提升。 Responsible for end-to-end procurement management of Ready to Eat foods, including supplier development, cost control, quality assurance, and supply chain coordination. Ensure products meet local market needs, platform operational goals, and compliance requirements, supporting business growth and enhancing user experience. 1. 供应商全生命周期管理 基于中东市场的用户偏好、消费趋势及平台定位，制定即食食品品类采购策略（含SKU规划、价格带布局、差异化选品逻辑）； 主导供应商开发（包括但不限于本地生产商、国际品牌、新兴食品创新企业），完成资质审核（生产许可、食品安全认证等）、实地验厂、比价议价及合作谈判，建立并维护优质供应商资源池； 管理供应商绩效（交付准时率、品质合格率、售后响应速度、成本优化贡献等），定期评估并优化合作结构（淘汰低效供应商，引入战略级合作伙伴）。 1. Supplier Lifecycle Management Formulate procurement strategies for Ready to Eat food categories (including SKU planning, price range layout, differentiated selection) based on user preferences, consumption trends, and platform positioning in the Middle East market; Lead supplier development (including but not limited to local manufacturers, international brand, and innovative food enterprises), complete qualification reviews (production licenses, food safety certifications, etc.), on-site factory audits, price comparisons and negotiations, and partnership discussions to establish and maintain a pool of high-quality suppliers; Manage supplier performance (on-time delivery rate, quality pass rate, after-sales response speed, contribution to cost optimization, etc.), regularly evaluate and optimize cooperation structures (eliminate inefficient suppliers, introduce strategic partners). 2. 商品引进与成本管控 负责即食食品的选品落地（从样品测试、小批量试销到规模化采购），协调研发/品控团队完成本地化适配（如口味调整、包装规格优化）； 主导采购谈判（价格、账期、MOQ、促销支持等），控制采购成本（目标毛利率达成），同时平衡品质与用户体验； 监控商品动销数据（销量、库存周转、用户评价），联动运营团队调整采购计划（滞销品清退、爆款追加），降低滞销风险。 2. Product Sourcing and Cost Control Responsible for product selection and implementation for Ready to Eat foods (from sample testing, small-scale trial sales to large-scale procurement), coordinate with R&D/quality teams for localization (such as taste adjustments, packaging specification optimization); Lead procurement negotiations (price, payment terms, MOQ, promotional support, etc.), control procurement costs (achieve target gross margin), while balancing quality and user experience; Monitor product sales data (sales volume, inventory turnover, user reviews), collaborate with the operations team to adjust procurement plans (clear slow sellers, replenish bestsellers), and reduce the risk of unsold inventory. 3. 供应链与合规保障 协同物流/仓储部门优化采购节奏（如前置备货、JIT采购），确保商品供应稳定性（避免断货/积压）； 全程跟进供应链流程（订单履约、质检入库），解决交付异常问题（如破损、延迟、质量问题）； 确保所有采购商品符合中东市场的食品安全法规、平台规则及公司内部标准，对接第三方检测机构完成合规性验证。 3. Supply Chain and Compliance Assurance Collaborate with logistics/warehousing departments to optimize procurement rhythm (such as pre-positioned stocking, JIT procurement) to ensure supply stability (avoid out-of-stock/overstock situations); Track the entire supply chain process (order fulfillment, quality inspection and warehousing), resolve delivery exceptions (such as damage, delays, quality issues); Ensure all procured products comply with food safety regulations in the Middle East market, platform rules, and internal company standards; liaise with third-party inspection agencies for compliance verification. 4. 跨部门协同 协同运营/营销团队制定商品推广策略（如首发活动、节日限定款），提供采购端资源支持； 与财务部门配合完成采购预算编制、成本核算及付款管理，确保流程合规。 4. Cross-Department Collaboration Work with operations/marketing teams to develop product promotion strategies (such as launch events, holiday limited editions), provide procurement-side resource support (such as exclusive supply, promotional discounts); Coordinate with the finance department to complete procurement budgeting, cost accounting, and payment management, ensuring process compliance.
1.Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides. 2. Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc.. 3. Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics. 4. The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution. 5. Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
1.Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides. 2. Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc.. 3. Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics. 4. The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution. 5. Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.