Pet Nutrition-Consumer Care Assistant Manager-北京
M
Mars
📍 Beijing, China, China
Job Description
**Job Purpose:**
The Consumer Care Assistant Manager is responsible for ensuring a great consumer experience for Pet Nutrition China. This role partner cross-functionally to improve consumer experience in PN China. drives continuous improvement of consumer satisfaction, loyalty and retention.
**Key Responsibilities:**
+ Operation Management
Oversee the daily operations of consumer care, including outsourced hotline call centers, training and vendor management.
+ Complaint & Escalation Handling
Manage complex consumer complaints and escalations, including cases involving government communications, ensuring timely resolution and root cause analysis.
+ Performance Monitoring
Track KPIs such as CPM, hotline performance, analyze trends and implement corrective actions.
+ Cross-functional Collaboration
Wo...
The Consumer Care Assistant Manager is responsible for ensuring a great consumer experience for Pet Nutrition China. This role partner cross-functionally to improve consumer experience in PN China. drives continuous improvement of consumer satisfaction, loyalty and retention.
**Key Responsibilities:**
+ Operation Management
Oversee the daily operations of consumer care, including outsourced hotline call centers, training and vendor management.
+ Complaint & Escalation Handling
Manage complex consumer complaints and escalations, including cases involving government communications, ensuring timely resolution and root cause analysis.
+ Performance Monitoring
Track KPIs such as CPM, hotline performance, analyze trends and implement corrective actions.
+ Cross-functional Collaboration
Wo...