美团Keeta-Team Leader of Merchant onboarding operation（Sales Operation）
任职要求
1.Highly responsible with a steadfast commitment to achieving goals and delivering results. 2.Strong learning ability, with a willingness to continuously acquire new skills and adapt to changing business environments. 3.Positive team contributor, supporting colleagues and enhancing team effectiveness through exceptional communication skills. 4.Native-level proficiency in Portuguese and fluent in English (listening, speaking, reading, and writing). 5.Experience in merchant operation support is an advantage.
工作职责
1.Responsible for the upload and verification of all merchant information for the Keeta Brazil team, ensuring efficiency, completeness, and accuracy of data. 2.Build and manage a Keeta Brazil merchant onboarding team with strong local capabilities, and continuously improve team productivity. 3.Establish comprehensive internal and external collaboration workflows and supervision mechanisms, iterating processes to ensure the team serves the business accurately and efficiently. 4.Monitor and report on key onboarding metrics, proactively identifying and resolving issues to ensure a seamless merchant onboarding experience. 5.Collaborate closely with sales, compliance, and product teams to streamline onboarding operations and address merchant needs. 6.Develop training materials and conduct onboarding training for new staff and merchants as needed.
1.以大区经理为客户，与大区经理共背SMB增长、盈亏、竞争目标，负责本区域的销售目标/过程管理、销售策略规划、总部关键项目的上传下达等； 2.销售目标管理：对SMB团队业务目标进行拆解，梳理并定义影响销售团队达成目标的关键销售指标，建立目标管理指标体系，通过高效的数据工具和组织机制管理SMB团队日/周/月维度销售目标； 3.经营分析：基于行业、竞争和商家信息输入，洞察SMB商家增长与竞争机会点； 4.制定销售策略：通过经营分析及探查，识别业务增长机会，制定销售策略及前线执行路径； 5.项目管理：以项目管理方式，保障业务关键目标及策略可有效落地执行，分析并敏捷判断SMB团队目标达成的可行性及风险，充分调动策略、产品、OB团队资源，驱动SMB团队达成业务目标。 Job Responsibilities - We'll trust you to: 1. Jointly accountable with Regional Managers for SMB growth, profitability, and competitive targets; responsible for regional sales goal/process management, sales strategy planning, and bidirectional communication of HQ critical initiatives. 2. Sales Target Management: Break down the SMB team's business objectives and identify key sales indicators that impact the team's ability to achieve these targets. Establish a target management system and utilize efficient data tools and organizational methods to manage the SMB team’s daily, weekly, and monthly sales goals. 3. Operational Analysis: Utilize inputs from industry, competitive, and merchant information to gain insights into franchise brand growth and competitive opportunity points. 4. Sales strategy development: Develop a sales strategy by identifying growth opportunities through analysis and prospecting, and create a clear execution path. 5. Project Management: Utilize project management to ensure the successful implementation of key business goals and strategies. Mobilize resources from the strategy, product, and operations teams to effectively support the SMB team in achieving its business goals.
1.为D端配送搭建业务指标以及异动分析的监控体系，保障业务向上发展； 2.负责运力运营的问题根因分析, 最终以改善业务结果为目标, 联动产、研、运形成配套产品功能和策略, 并验证策略有效性； 3.收纳核心造成C端配送时长久的压力因子（e.g. 天气）, 搭建压力预测机制, 形成前置补贴策略应对的触发条件, 做前置应对。 4.深入参与到履约业务重点运营项目中，输出有效数据认知。 Reporting to Logistic operation Strategy team leader in Kuwait. Build a monitoring system for business metrics and anomaly analysis for D-end delivery to ensure business growth. Responsible for root cause analysis of delivery man-power operation issues, ultimately aimed at improving business outcomes. Collaborate with product, research & development, and operation team to form supporting product features and strategies, and validate the effectiveness of those strategies. Identify core factors causing delivery overtime problems (e.g., weather), establish a forecasting mechanism, so that our team can implement precautionary measures such as increasing cost per order to the riders. Deeply participate in key rider operation projects related to successful customer delivery fullfillment and provide effective data insights.
该岗位未来的汇报上级为科威特运力策略负责人。 1.为了保障C端的外卖体验, 通过MVP验证工具+策略参数有效性后, 联动产、研、运完成配置后台、D端展示和触达功能等配套功能。 2.结合策略工具和压力预测结果, 形成落地SOP应用到日常的供需压力应对中。并在一次次的实战中总结目前SOP的工具侧、策略侧、数据侧的不足, 逐渐改善D端策略对C端配送体验的效果。 其中： 长期运营策略, 如：骑手拉新、骑手排班、骑手冷冻、骑手等级权益 和 骑手体验等。 短期运营策略, 如：骑手补贴活动、门店加减配送费、门店曝光缩范围、订单ETA补时等 Reporting to Logistic operation Strategy team leader in Kuwait. In order to ensure a positive takeaway experience for C-end customers, after validating the effectiveness of new product function and strategy parameters through MVP, collaborate with product, research & development, and operation team to form relevant Frontend、configuration system and Notification product functionalities. Based on current strategy tools and demend-supply forecasting results to form different SOPs to be applied in daily business operations. And continuously summarise the disadvantages of current SOPs during pratical applications, gradually improving the effectiveness of D-end strategies that cause positive effects onto the customer delivery experience. Among them: Long-term strategies, such as: rider recruitment, rider scheduling, job freezing, rider benefits, and rider work-experience improvement ect. Short-term strategies, such as: rider subsidy offering, delivery fees adjustments, store exposure range adjustments, and order ETA adjustments ect.
1. Monitor the customer service agent during rotating shifts at call center; 2. Provide business guidance and standard process to the agents; 3. Act as the point of contact and quickly respond to service needs in the shift hour when the urgent case happen; 4. Quickly identify operational or process issues with agent and provide improvement solutions. 5. Actively monitor various operational queues and assign resources to ensure SLA compliance. 6. Coach and feedback team members to improve performance. 7. Collaborate and monitor outsource vendors to drive performance per interval. 8.The task responsibility and allocation is subect to change based on business need.