小米Aftersales Service Channel Management Manager
任职要求
1. Bachelor’s degree in Business Administration, Engineering, or a related field. A Master’s degree is a plus. 2. Minimum of 5-7 years of experience in aftersales service channel management or operations, preferably in the white goods or consumer electronics industry. 3. Strong knowledge of washing machines, refrigerators, and air conditioning systems. Proven leadership and team management skills. 4. Excellent problem-solving and decision-making abilities. 5. Strong customer focus with a commitment to delivering high-quality service. 6. Experience with ERP/CRM systems and proficiency in data analysis tools. 7. Excellent communication and interpersonal skills. 8. Fluent in English
工作职责
1. Aftersales Strategy and Planning: Develop and implement aftersales strategies that align with company objectives and enhance customer satisfaction. Analyze aftersales market trends, benchmark and customer feedback to identify areas for improvement in aftersales services. Set KPIs for the aftersales department and ensure targets are met. 2.Customer Service Management: Oversee customer service teams to ensure timely and effective resolution of customer issues related to washing machines, refrigerators, and air conditioning units. Monitor customer satisfaction levels and develop initiatives to improve customer loyalty. Handle escalated customer complaints and ensure a satisfactory resolution. 3.Service Network Management: Manage relationships with authorized repair centers, ensuring they meet company standards for quality and efficiency. Coordinate with service providers to ensure the availability of spare parts and timely completion of repairs. Conduct regular audits of service centers to maintain high service standards. 4.Reporting and Analysis: Prepare regular reports on aftersales performance, including customer satisfaction metrics, service turnaround times, and cost efficiency. Analyze data to identify trends and make data-driven decisions to improve aftersales operations. Present findings and recommendations to senior management.
Responsibilities 1. responsible for developing the overall after-sales service strategy for the brand in Mexico and establishing the after-sales service capability system, which mainly includes spare parts, warranty, technology and service. 2. Provide support and management to dealers in all aspects such as spare parts, training and claims. 3. supervise dealers' implementation of service standards, and formulate and implement commercial policies. 4. be responsible for collecting and analyzing information on dealers' after-sales service operations, proposing improvement suggestions and tracking the improvement results. 5. Responsible for customer satisfaction survey, feedback and enhancement, handling major customer complaints, and promoting the enhancement of dealers' service capability. 6.Responsible for the effective development and implementation of market service activities. 7. Local service strategy development and implementation, to ensure that the key indicators such as parts fulfillment rate, one-time repair rate, after-sales service satisfaction and other key indicators to reach the first tier of the industry. 1. 负责制定本品牌在墨西哥的售后整体服务策略，建立售后服务能力体系，主要包括配件、保修、技术和服务等。 2. 向经销商提供备件、培训、索赔等各方面的支持与管理。 3. 负责监督经销商对服务标准的落地执行，制定并实施商务政策。 4. 负责经销商售后服务运营信息的收集及分析，提出改进建议并跟踪改进结果。 5. 负责客户满意度的调查，反馈与提升，处理重大客户投诉，推动经销商服务能力的提升。 6.负责市场服务活动的有效开展并执行。 7.本地服务策略制定和实施，保证配件满足率、一次性修复率、售后服务满意度等关键指标达到行业第一梯队。
1.Develop and execute door-to-door service strategies to ensure alignment with company objectives； 2.Optimize service network coverage and enhance channel operation efficiency; establish service quality standards and monitor key metrics (response time/customer satisfaction/cost)； 3.Responsible for service team recruitment, training, and performance management； 4.Drive continuous service improvement through customer feedback analysis； 5.Utilize digital tools to improve service transparency and efficiency; design and optimize service processes to reduce costs while increasing effectiveness.
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 connecting with the Product Research & Development team, pulling through all service system preparations before the launch of new products, and formulating service terms with upstream supply chain companies; 2. Responsible for formulating the warranty policy and warranty process for new products in various sales countries around the world; 3. Responsible for monitoring and optimizing the after-sales service process, responding to problems caused by emergencies or quality issue