美团Country Head of Customer Experience

工作描述

Qualifications
Strategic Planning: Develop CE strategy and execution plan; align with product, marketing, and operations roadmaps.

People Leadership: Build, mentor, and retain a diverse CE leadership team; define clear career paths and succession plans.

Operational Excellence: Implement standardized processes, quality assurance programs, and playbooks for incident handling, with continuous improvement loops.

Customer Insight: Lead initiatives for VOC programs, customer segmentation, and experience uplift measurement by segment and channel.

Performance Management: Establish and track CE metrics (CSAT, NPS, DSAT, CSAT lift by channel, first contact resolution, handle time, cost-per-contact, agent utilization, occupancy, and SLA attainment).

Financial Stewardship: Develop CE budget; optimize cost-to-serve; oversee vendor pricing, capex/opex plans, and ROI of CE programs.

Risk & Compliance: Ensure adherence to data protection, privacy regulations, and internal security protocols; oversee vendor risk management.

Communications: Craft executive summaries, internal communications, and external messaging that are consistent across markets and channels.

具备以下条件优先
Strateg…