MAIN GOALS AND OBJECTIVES

• Identify customer needs and pain points across different channels and touchpoints(customer survey, social media platform etc.)
• Analyze customer feedback and develop initiatives to enhance customer satisfaction, incl. e.g. customer surveys, studies

• Work closely with cross-functional teams (Audi headquarter, Audi China Product, Sales &Marketing, Technical Development, Manufacturing) as well as our JVs to optimize the product quality and satisfaction

RESPONSIBILITIES / TASKS

• Task: Data collection and analysis
• Provide requirements inputs into the survey plan and questionnaire
• Conduct detailed analysis of customer complaints of Audi models
• Identify gap with key competitors
• conduct gap analysis with other sources (e.g. JD power, sales and marketing studies etc.)

• Task: Metrics and Reporting
• Prepare Management Summary (incl. key KPIs, market trend, customer complaint rate, customer satisfaction rate etc.) and report to key stakeholders

• Task: Feedback and alignment with key stakeholders
• Organize deep dive discussion with key stakeholders
• Define clear countermeasures for the customer complaints
• Develop product optimization plan based on customer needs

• Task: Measures implementation tracking
• Collaborate with the product teams to track the product optimization plan status for the customer survey, field and factory complaints etc.

• Task: Escalation of critical issues
• Address and escalate TOP customer complaints, critical field and factory issues to different steering committees etc.

• Task: Lessons learned
• Document weakness and strengths, any process improvement identified for future reference

Necessary education:

- Bachelor or Master’s degree in Business, Marketing or Quality Engineering

Personal skills:

- Strong cross-functional communication and problem-solving skills

- Proven experience in customer experience or related field

- Strong working knowledge of Microsoft Office

- Certified Project Management Professional (PMP) is a plus

Working experience (in years):

- Minimum 6 years’ experience in Customer Satisfaction or Customer Experience

Remarks (Language, IT-Knowledge, Certificates etc.):

- English and Chinese (fluent)

- German is a plus

Follow us on our WeChat Account for our latest job openings, recruitment events and to learn more about Audi China culture.

微信公众号：奥迪中国招聘