About the Job

General Information

City: Shanghai

Contract Entity: Nutricia Early Life Nutrition (Shanghai) Co., Ltd.

Working Time: Full-time

Job Family: MKTG

Seniority: Experienced professionals

People Management Experience: Yes

Recruiter: Yifan LI | Yifan.LI@danone.com

Job Description & Responsbilities

Responsbilities:

  • Lead, manage & co-work TP customer service representatives team for various ecommerce ecosystems in driving customer service as part of the superb consumer experience and achieve service quality & conversion KPIs
  • Convert business initiatives into quantifiable customer services related KPIs
  • Work closely with internal stakeholders to design and maintain the customer journey
  • Analyze customer complaints and enquiry data to generate reports for improving service standards
  • Support stakeholders to ensure smooth digital customer experience such as merchandising and customer journey across platforms
  • Operational excellence: logistic, customer services, IT, finance, etc. by collaborating with related partners

Qualifications:

  • 5-8 years customer services experience including at least 3 years of working experience in e-commerce or other digital disciplines
  • University degree required
  • Solid project management skills
  • Strong business sense, and at the same time, good technical sensibility and understanding
  • Experience with e-commerce online customer service software, call center telephony and technology, digital analytics application, content and order management systems
  • Excellent communication (English and Chinese) and exceptional interpersonal skills; effective and persuasive
  • Immediately available is highly preferred