Senior Manager, Customer Operation

Key points and objectives of the position

1. Develop and execute end-to-end customer operations strategy with roadmap design, daily engagement plan, ensuring concrete value delivery.
2. Drive membership growth through data-driven frameworks and segment-based programs that drives loyalty to the brand and deepen our insights on users
3. Lead cross-functional program execution (across BMBS, GRC and external partners) from concept to post-campaign analysis, keep optimizing engagement tactics.
4. Manage community operations and stakeholder alignment to maximize operational impact and user satisfaction.

Main task

• User Operations Strategy Development

• MB Owner Data Profiling: Conduct comprehensive analysis of owner data to develop detailed user profiles and gain insights into user characteristics.

• User Operations Objectives Setting: Define strategic objectives for user operations, including metrics such as NPS (Net Promoter Score) and repurchase leads, to enhance user satisfaction and loyalty.

• Competitive and Cross-Industry Benchmarking: Evaluate competitor and cross-industry user operations strategies and functionalities to inform and refine our operational plans.

• Strategic Planning: Develop and implement annual strategic plans for user operations, with quarterly reviews to ensure alignment and progress towards goals.

• User Operations Mechanism Development

• MB Owner Insight System Development: Establish a robust system for gathering and analyzing owner insights to understand user needs and behaviors.

• Membership Tier System Development: Develop a membership tier system to offer differentiated services and benefits based on user segmentation.

• User Benefits System Development: Design and implement a comprehensive user benefits system to enhance user satisfaction and loyalty.

• App Community System Development: Create an App-based community system to foster user interaction and engagement.

• KOC System Development: Develop a Key Opinion Consumer (KOC) system to leverage influential users and enhance brand advocacy.

• Cross-functional program execution (BMBS/MBGC/partners)

• Business Department Coordination: Collaborate with business departments to develop user operations plans with joint resource investment.

• Dealer Collaboration: Partner with dealers to execute joint user operations initiatives, enhancing the overall user experience.

• Brand and Marketing Collaboration: Coordinate with the brand and communication department to organize offline owner events, co-branding activities, and other initiatives to strengthen brand presence.

• Manage community operations and stakeholder alignment.

• Online/Offline Engagement Activities Mgmt: Plan and execute regular online and offline engagement activities to boost user participation and engagement.

• Performance Monitoring: Utilize data analytics to monitor the effectiveness of user operations activities and drive continuous improvement.

• Activity Review and Optimization: Conduct thorough reviews of user operations activities to optimize strategies and improve ROI.

• Training and Development: Provide training and support to relevant stakeholders to enhance their user operations capabilities.

• Team management

• Own end-to-end people management, from hiring, performance management to development, while maintaining operational excellence and a positive work environment.

Education:

• Master’s Degree preferably with major in Business Management, Economics, IT and Engineering.

Experience:

• Min. 8 years’ experience in the Automotive Industry, Daimler/Mercedes-Benz background is a plus

• Min. 5 years Project Management and Team Management experience

• Specific knowledge

• Good sense and solid experience in digital business; big data knowledge and skillsets are preferred

• Open minded and entrepreneur spirit, seasoned project & portfolio management experience

• Experienced managers with managerial experience in leading employees and teams

• Strong communication and presentation skills, as well as cross function collaboration capabilities

• Fluent in written and spoken English