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Job Overview: Responsible for the company’s overall customer experience strategy, ensuring a consistent, smooth, and high-quality service experience for customers at all touchpoints before, during, and after purchase, thereby improving satisfaction, repurchase rate, and brand loyalty.
Job Responsibilities:
Develop the company’s overall customer experience strategy and standards.
Optimize the customer journey (from consultation and purchase to after-sales service).
Design and improve customer service processes and systems.
Monitor customer satisfaction (CSAT/NPS, etc.).
Handle major customer issues and escalation of complaints.
Drive the digitalization and system optimization of customer service.
Collaborate with sales, marketing, and product teams to improve the experience.
Establish a VIP customer service system and differentiated experience.
Job Requirements:
8–15 years of experience in customer service, operations, or related management.
Strong customer-oriented thinking and problem-solving skills.
Familiar with customer experience management systems and metrics.
Excellent cross-departmental coordination skills.
- Experience in high-end brands or the retail industry is preferred.
