Role Mission:

The assistant manager will be led by senior CRM & CS manager, and responsible for consumer engagement & customer service operation on 3rd party marketplace, covering TM, JD, Douyin and any potential rising platform in future. This role is required to deliver a growing & sustainable consumer operation, and keep a stable & agile service experience in marketplace. Besides, it will assist line manager to maintain brand omni-channel consumer platform on operation, insight & innovation.

Key Process Accountabilities:

  1. CRM
    • Follow brand CRM strategy to adapt and develop marketplace CRM plan for each channel/store
    • Execute timelines, process steps, cross functional partnerships, and communication plans necessary to drive plan forward
    • Develop and maintain ECRM calendar based on sales & marketing plan, and keep track of all actions to ensure the proper delivery
    • Download omnichannel loyalty insights to develop and lead key initiatives and campaigns to drive member acquisition, retention, and improvement on lifecycle value.
    • Be responsible for marketplace consumer data analysis and insight to improve efficiency and convert the right consumers
    • Co-work with line manager & analytic team to complete and optimize ECRM data recording and dashboard for various platforms
  2. Consumer Service
    • Lead customer service operation to achieve KPI, improve consumer satisfaction and drive service to sales conversion.
    • Dig out key pain points in service journey, and develop projects and initiatives to enhance experience and improve satisfaction
    • Supervise critical consumer complaints and voice of customers from marketplace, and assist line manager to collect, filter, analyze and share with internal audience
  3. Teamwork & Vendor Management
    • Be able to work collaboratively with cross-functional teams to reach consensus and common goals
    • Be able to report and present insights, trends, and best practices of marketplace to internal & senior team
    • Clear & proper goal setting to different vendors for various platform & business scenarios, and ensure their qualified delivery

Deliverables and Indicators (KPIs):

  1. Member acquisition and subscription target
  2. Member engagement and commercial value (i.e. first buy, repeat purchase)
  3. Consumer service level KPIs
  4. Consumer satisfaction and dissatisfaction
  5. Ecommerce revenue and growth
  6. Ecommerce profitability

Job Requirements:

  1. Education: Bachelor’s degree or above
  2. Experience: 
    • Minimum 5 years’ digital experience on E-commerce/CRM/CS/digital PM, and 3 years’ ECRM operation experience
    • Experienced on consumer communication
    • Expertise on ECRM operation, preferred multi-channel experience
    • Experienced to manage vendors to deliver brand’s KPIs
    • Keep curiosity on digital commerce innovation and agility on evolving environment & trend
    • Number-sensitive to operation data, business analysis, insight digging and privilege setting.
  3. Knowledge:
    • Deep understanding of TM environment and surrounded tools & ecosystems, also have vision on any other marketplace of JD, Douyin or any rising platform.
    • Above-average understanding of consumer model, data analytic, random & sampling testing
    • Familiarity with marketplace CRM and CS technologies (e.g., CRM tools, CDP, chatbot, AI QA, AI SMS, etc.)
    • Familiarity with marketplace operation, from front-end consumer interaction to back-end process.
  4. Interpersonal Skill:
    • Highly organized, consumer-centric, business-driven; ability to work under pressure, responsive, meet deadlines and be flexible; curiosity, passion for digital and strong team spirit
    • Ability to interact with across levels of the organization; execute and project manage supporting action plans
  5. Travel Requirement: As required

Key Role Dimensions:

  1. Internal:
    • eCommerce Marketing
    • eCommerce Operation
    • Brand Marketing
    • Finance
    • Legal
  2. External:
    • Service solution provider
    • System solution provider
    • TP/DP
  3. Geographical Area: Mainland China

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