Service Operation & CRM Manager

Responsibilities:

• Responsible for the operation and management of ZEEKR service centers and regular on-site inspection for service operation improvement.
• Responsible for service process implementation and dealers’ management.
• Responsible for collecting benchmarking information, reviewing aftersales development trends, planning aftersales strategies and setting dealers’ KPIs.
• Responsible for planning aftersales localization development mode and promoting localization process.
• Identify, develop and implement aftersales marketing activities to support the achievement of customer satisfaction and service retention.
• Responsible for improving customer service satisfaction, CSI & NPS.
• Responsible for the survey of customer service satisfaction.
• Review customer touch points and processes regularly, and identify potential / continuous improvements.
• Ensure customer feedback, enquiries and requests via all channels (call center, social media, email, in-person) are acted upon promptly and within the guidelines.
• Perform all other duties assigned by superior.