安克创新LATAM-Brazil Supply Chain

Key Responsibilities: 1. BPO Operations Management: Oversee day-to-day operations of BPO teams to ensure alignment with company goals and service standards. Monitor and evaluate BPO performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Conduct regular calibration sessions with BPO partners to ensure consistency in service delivery. 2. Quality Assurance: Implement robust quality assurance processes to ensure high levels of customer satisfaction (CSAT). Conduct audits and reviews to identify gaps in service quality and recommend corrective actions. 3. Training & Development: Collaborate with the training team to design and deliver effective training programs for agents. Ensure training content is updated regularly to reflect process changes and business needs. 4. Workforce Management (WFM): Oversee WFM processes, including forecasting, scheduling, and real-time adherence (RTA). Optimize staffing levels to balance efficiency with service quality. 5. Process Improvement: Identify opportunities for process optimisation to enhance operational efficiency and customer experience. Drive initiatives that focus on automation and digitisation within customer service workflows. 6. Reporting & Analytics: Generate detailed reports on agent performance, adherence, productivity, CSAT, FCR (First Contact Resolution), and other KPIs. Use data-driven insights to inform strategic decisions and improve service delivery outcomes. 7. Leadership & Collaboration: Lead cross-functional teams across quality, training, WFM, and operations to achieve departmental objectives. Foster a culture of accountability, continuous improvement, and customer-centricity within the team.

Key Responsibilities: 1. Lead and manage high-performing service teams with a focus on customer-first strategies, balancing experience and efficiency. 2. Drive the scaling and operationalization of service functions in new markets, with expertise in wide CE disciplines (WFM, BPI, TQA). 3. Lead teams within regional/global internet or e-commerce platforms, preferably in on-demand services (e.g., food delivery). 4. Develop and execute customer experience strategies aligned with business goals.

1. Marketing & Brand Growth • Develop and execute marketing campaigns (digital, social, PR, influencers) tailored to US audience to promote iQIYI’s brand and content. • Localize global campaigns for U.S. audiences, ensuring cultural relevance and alignment with iQIYI’s brand identity. • Plan and coordinate promotions for key content launches (e.g., drama, variety shows, movies). • Drive user growth through online and offline channels including social media, influencer partnerships, paid ads, PR, and events. • Build and maintain strong relationships with local media outlets, influencers, and strategic partners. • Stay up to date on industry trends and competitive landscape in streaming and entertainment. • Collaborate with HQ teams in China to align on branding and messaging. 2. Business Development & Partnerships • Identify and secure strategic partnership with distributors, telcos, OTT platforms, and lifestyle brands to expand iQIYI’s content reach and monetization (e.g., bundled subscriptions, co-branded promotions). • Negotiate revenue-sharing, licensing, and co-marketing deals with local and international partners (e.g., media networks, influencers, tech companies). • Support expansion efforts in Canada, Mexico, Brazil, Australia, and the UK by researching markets and building partner pipelines.

Position Overview: Anker is a leading manufacturer of innovative consumer electronics devices, specializing in charging, headphones, speakers and smart home products, committed to enhancing our customers' lives through cutting-edge technology and exceptional service. We are looking for a dynamic and creative Marketing Specialist to join our team in Mexico. This role involves developments with brand localization, management marketing agencies, brand awareness growth, and strong coordination with multiple functions. Key Responsibilities: • Develop and implement multiple marketing channels, including KOL, PR, Digital Ads, and Social Media. • Develop co-branding opportunities, and execute omnichannel marketing campaigns for both online and offline. • Analyze market trends and competitor activities to identify growth opportunities. • Track and review the marketing performance. • Coordinate with the online team and offline team to achieve business goals.