賓客體驗經理崗位職責
賓客體驗(運營)副經理工作職責:
1.監督和管理中心的運營服務情況;
2.負責銷售流程的協助,并幫助中心團隊完成銷售指標;
3.負責中心內的運營成本控制以及制定年度運營預算報告;
4.負責團隊的招聘,在職培訓和個人發展規劃等工作。
任職要求:
1.大學本科以上學歷,酒店管理等相關專業,有海外留學經歷優先;
2.5年以上的工作經驗;具有團隊主管或帶領團隊工作經驗;
3.能夠編寫預算并執行,控制日常運營的預算;
4.優秀的溝通和談判能力,國粵語流利,優秀的英語書寫及交流能力。
工作職責:
1.監督和管理中心的運營服務情況;
2.負責銷售流程的協助,并幫助中心團隊完成銷售指標;
3.負責中心內的運營成本控制以及制定年度運營預算報告;
4.負責團隊的招聘,在職培訓和個人發展規劃等工作。
任職要求:
1.大學本科以上學歷,酒店管理等相關專業,有海外留學經歷優先;
2.5年以上的工作經驗;具有團隊主管或帶領團隊工作經驗;
3.能夠編寫預算并執行,控制日常運營的預算;
4.優秀的溝通和談判能力,國粵語流利,優秀的英語書寫及交流能力。
篇2:用戶體驗經理崗位職責
用戶體驗項目經理-網易考拉151網易集團網易(杭州)網絡有限公司,杭州網易,網易,網易杭州,網易游戲,網易網絡,網易集團,網易工作職責:
1、用戶VOC研究,挖掘和分析用戶的使用習慣、情感和體驗需求,提煉成為產品需求;
2、持續分析用戶體驗鏈條中的各級觸點,提煉出業務規則優化方向并提出改善建議;
3、參與企業內部各業務部門的問題改善,對商品、物流服務等體驗有高敏感度并推動提升整體服務力。
4、深入了解業務團隊內部工作職能和流程,以體驗優化為目標推動業務流程改善。
5、能組織進行用戶體驗活動策劃及執行,并完成相關報告。
任職要求:
1、客戶服務行業項目管理工作經驗不少于三年,具備高度的用戶體驗嗅覺;
2、對電商行業產品、系統、用戶有一定的了解,能基于用戶聲音進行多視角分析
3、有用戶體驗或用戶數據收集的組織能力,擅長溝通,
4、關注細節,善于觀察和分析用戶行為和情緒表達
5、參與過中大型互聯網電商用戶體驗提升相關項目從業人員優先。
篇3:客戶體驗經理崗位職責
客戶體驗經理UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.
TypicalDuties
Servicestandardcontinueimprovement
-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark
Techniciantrainandauthorize
-Developtechniciantrainingmaterialstotracktrainingprogress
-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults
-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience
-
Servicemanagement
-Developproperprocesstoenableservicestandardwellimplementationinfield
-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults
-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults
-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime
-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement
-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice
-Buildtechniciancommunity
Consumersurveyandcallcenter
-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck
-Improveservicestandardbasedontechnicianfeedbackandconsumervoice
Servicebrandingandcommercialization
-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel
-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers
UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.
TypicalDuties
Servicestandardcontinueimprovement
-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark
Techniciantrainandauthorize
-Developtechniciantrainingmaterialstotracktrainingprogress
-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults
-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience
-
Servicemanagement
-Developproperprocesstoenableservicestandardwellimplementationinfield
-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults
-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults
-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime
-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement
-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice
-Buildtechniciancommunity
Consumersurveyandcallcenter
-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck
-Improveservicestandardbasedontechnicianfeedbackandconsumervoice
Servicebrandingandcommercialization
-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel
-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers