美团Keeta-KSA Service Delivery Manager
任职要求
1. Bachelor's degree in Business Administration, Customer Service Management, or related field 2. 5+ years of experience in customer service management, preferably in a multi-channel environment 3. Proven track record of managing both in-house and outsourced customer service teams 4. Strong understanding of customer service technologies and best practices as per COPC 5. Excellent leadership and communication skills 6. Experience with performance management and data analysis, with the ability to report & interpret data trends 7. Knowledge of service level agreements and key performance indicators 8. Ability to work in a fast-paced, dynamic environment 9. Proficiency in customer service software and CRM systems 10 Strong problem-solving and decision-making skills 11. Experience in budget management and resource allocation 12. Familiarity with omnichannel customer service delivery 13. Flexible to travel as per business needs
工作职责
1. Oversee service delivery for both BPO and in-house customer service teams 2. Manage client relationships and ensure service level agreements are met 3. Monitor and improve performance metrics across all customer service channels 4. Coordinate service delivery efforts between different teams and departments 5. Implement and optimize customer service processes and technologies 6. Manage budgets for service delivery and allocate resources effectively 7. Provide leadership and mentorship to team managers and supervisors 8. Analyze customer interaction data to identify trends and areas for improvement 9. Ensure compliance with quality standards and regulatory requirements 10. Develop and implement strategies to enhance customer satisfaction and loyalty 11. Manage vendor relationships with BPO partners 12. Lead continuous improvement initiatives for service delivery *The task responsibility and allocation is subject to change based on business needs
We are looking for a dynamic and strategic GCC Public Relations Manager to lead and execute public relations efforts across key GCC markets excluding Saudi Arabia (United Arab Emirates, Kuwait, Qatar, Bahrain, and Oman). The ideal candidate will have deep regional expertise, strong media relationships, and a proven track record of delivering high-impact Public Relations campaigns that drive brand visibility, reputation, and business relevance. Strategy & Planning Develop and implement localized Public Relations strategies tailored to each GCC market in alignment with regional brand objectives. Identify opportunities for thought leadership, brand storytelling, and executive visibility. Media Relations & Communications Build and maintain strong relationships with top-tier media outlets, journalists, and influencers across the GCC. Serve as the primary media spokesperson for GCC markets (excluding KSA). Draft and localize press releases, media kits, Q&As, and messaging documents. Campaign Execution Plan and execute media activations, press conferences, product launches, and Public Relations events. Collaborate with agencies and internal stakeholders to ensure consistent messaging and timely delivery. Monitor and manage reputational risks and proactively address Public Relations issues. Performance & Reporting Track and report on Public Relations KPIs, media coverage, and sentiment analysis. Provide regular market intelligence, competitor analysis, and media insights.
1. 新签公海治理:通过公海的治理,清晰的刻画线索状态和竞争信息,确定新签的规模目标以及BML情况 2. 新签策略制定:通过策略识别更能贡献交易额和满足消费者需求的优质商家,提升有效时间内的新签效能, 3. 新签策略运营:通过BD新签和拜访链路的优化和数据清洗,提升BD的新签效率,通过供给标签运营,指引BD签约优质商家
1. 推进业务结果 | Drive Business Outcomes 确保所有项目与公司业务目标保持一致,推动项目落地,实现业务增长和效率提升,监控关键项目的执行情况,识别风险并推动解决方案,确保业务目标达成,通过数据分析和绩效管理,量化项目对业务的贡献,优化资源配置。 Ensure all projects align with business objectives, drive implementation, and enhance business growth and efficiency. Monitor key project execution, identify risks, and drive resolutions to achieve business targets.Utilize data analysis and performance management to quantify project impact and optimize resource allocation. 2. 项目管理 | Project Management 负责制定和优化项目管理框架、标准和流程,确保项目按计划推进,组织和主持项目例会,跟进任务进展,推动跨部门协同合作,监督项目的时间、成本、质量和风险,确保高效交付。 Develop and optimize project management frameworks, standards, and processes to ensure smooth project execution. Organize and lead project meetings, track progress, and drive cross-department collaboration. Monitor project timelines, costs, quality, and risks to ensure efficient delivery. 3. 跨部门沟通与协作 | Cross-Functional Communication & Collaboration 作为项目管理的核心协调人,与业务、技术、财务等团队保持紧密沟通,确保信息透明,解决各部门在项目推进过程中遇到的问题,提升整体运营效率,组织跨团队项目培训,提升项目管理能力。 Act as the key coordinator for project management, ensuring communication among business, technology, finance, and other teams. Resolve cross-functional challenges during project execution to enhance overall operational efficiency. Organize cross-team training sessions to improve project management capabilities.
1.Marketing Strategy Development: Centered around business objectives, comprehensively evaluate merchant operations and platform revenue, and develop merchant marketing strategies to leverage high-quality supply and subsidy resource investment from merchants, all while making rational use of resources. 2.Marketing Innovation: Based on user needs and supply conditions, integrate internal and external traffic, subsidies, and marketing product tool capabilities to innovate marketing activity formats for different groups and scenarios. 3.Marketing Project Management: Coordinate all aspects including market, product, and user operations to efficiently execute and review marketing activity plans, output benchmark cases and methodologies for reference, and empower the sales team. 1.营销策略制定:围绕业务目标,在合理利用资源的情况下综合评估商家经营和平台收益,制定商家营销策略,撬动商家优质供给和补贴资源投入; 2.营销玩法创新:基于用户需求和供给情况,针对不同人群和场景,整合端内外流量、补贴等资源,以及营销产品工具能力,创新营销活动玩法; 3.营销项目管理:全面协调市场、产品、用户运营等各环节,高效统筹营销活动方案落地和复盘,输出可借鉴的标杆案例和方法论,赋能销售团队;