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Customer Experience Specialist

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Fuzhou, China Marketing & Kommunikation Vollzeit
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Stellenbeschreibung

Anzeigen-ID: 20836CN

Veröffentlichungsdatum: 08/01/2025

WHAT YOU'LL NEED TO HAVE
1.3年以上市场活动执行经验或两年以上新媒体宣传工作经验/电子商务品牌推广经验/网店营销推广/社群营销工作经验优先
2.良好的策划能力、创意能力
3.良好的组织能力、沟通协调与执行力
4.应变能力与突发事件的处理能力
5.熟练短视频拍摄制作、图形处理能力优先
6..基本英文沟通能力
• Previous experience in customer experience & customer service/ marketing/ business
administration
• Practical experience in customer relations in various industries is an advantage
• Passion for customer service and customer relations
• “Out of the box” thinking, creativity and drive
• Attention to detail
• Coaching and mentoring skills
• Strong communication, negotiation and interpersonal skills
• Fluent in English and local language
YOUR RESPONSIBILITIES
1.制定和实施年度媒体宣传策略,策划和主导社群营销活动计划
2.负责荟聚自有媒体平台(如微信、微博、抖音、小红书、直播号等)以及付费媒体渠道和内容的管理、整体推广及运营,达成粉丝增量及阅读量考核,提升线上曝光率和线下转化率
3.负责各类官方平台、外部媒体的宣传内容,统一档期活动各项物料的文字出口,确保沟通内容符合项目定位、有特色、有新意
4. 与PR部门通力合作,提高租户特色品牌和特色产品的曝光度,提升O2O客流和销售转化率
5.把握互联网发展热点和新媒体发展态势,积极探索符合需求的新渠道与新平台
6. 研究探索各类媒体渠道目标顾客的行为模式,提供符合顾客需求的内容,提升自发裂变传播效率
7.关注竞争对手媒体投放策略与动向,关注荟聚在各类社交媒体的顾客反馈和评价,为荟聚各类活动计划提供决策依据
8. 主导MP市场活动的策划、筹备和实施,以及活动效果评估
9. 整合租户、会员、CE等部门活动资源,降低市场活动成本
10.参与PR租户活动的合作洽谈,引导租户融入荟聚的整体营销活动,组织执行落地活动
11.组织执行会员和社群线下活动
12.组织执行顾客体验等外部合作伙伴的落地活动
• Co-create the Customer Experience Program for the Meeting Place by providing solutions whichenhance the Customer Journey for each customer group. Secure efficient communication with customers.
• Execute on assigned tasks which contribute to strategic priorities within the Customer Experience supporting Customer Experience Manager as priorities evolve to deliver day-to-day CustomerExperience activities, leveraging their specific customer experience expertise and knowledge of standards on local and different markets.
• Propose and execute localization of the Meeting Place in all MP’s touch points (off-line and on-line), commercial offer, partners design concepts and formats, design story, services, amenities andtemporary special experiences to ensure relevance and consistency from customer perspective.
• Create and manage customised events and marketing activities together with our Partners,
Communities and IKEA and follow them up.
• Actively work on customer experience improvement by increasing IKEA presence in the Meeting Place and developing common commercial calendar together with IKEA
• Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place. Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization.
• Regular monitor customers’ interaction with the MP. Collect and use Customer Voice in order to engage, explain and talk to our customers day to day. Use active listening and other communication techniques to uncover customer insights. Use all communication channels, including social networks
as part of daily work. Involve customers into the quick prototyping of the new ideas and concepts.
• Follow-up, accumulate and share practices and lessons learnt with other Meeting Places. Ensure the appropriate documentation of customer
experience related materials
ABOUT THIS WORK AREA
Our team is the voice of IKEA. We use words, pictures and videos to tell the story about IKEA, to build our brand and inspire people with our offer. We bounce ideas back and forth, we challenge each other and we are crazy passionate about communication. Of course we’re also the ones who make sure to keep all our fellow co-workers informed, engaged and connected in a constantly changing business environment.




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