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Head of Customer Experience

Địa điểm làm việc:

Shenzhen/Fuyong, Guangdong Province, China

Mã số công việc:


Ngày đăng tin:


Bộ phận:

Customer Service

Role Summary:

Improve customer satisfaction and support sales growth via effective management of Customer care team, OSO team, Digital team, and Product Management team in China Thread. Develop / adopt best practices and help to drive implementation of Customer Experience Strategy across units within Coats China Thread.

Key Accountability:

Customer Care / Export Team 

1.      Establish and update standard operating procedures under SAP environment to improve efficiency;

2.      Identify and adopt Coats best practices to improve efficiency and profitability in SOP, Warehouse & Distribution;

3.      Communicate with customers and sales to identify and satisfy their needs;

4.      Ensure high levels of customer satisfaction via exceptional customer cares and value added services;

5.      People recruitment, training & development;

6.      Ensure support admin service to Sales Team on value added service;

7.      Ensure the system customer data integrity.

Product Management

1.      Ensure NPI launch in China of local product definition in compliance with global discipline.

2.      Manage China Thread Makeup Material portfolio.

3.      Manage Thread shade card replenishment, issue and forecast


  1. Lead the OSO team providing technical support for online tools, Seamworks, PES to OSO customers in China

  2. Oversee, coach and supervise the China OSO team when:

2.1 Performing customer management activities to existing and new OSO customers in China, i.e. master data, credit block/release, accurate lead time, shipping pick lists, invoice printer setting, etc.

2.2 Qualifying and converting sales leads for potential OSO customers in China;

2.3 Nurturing leads (eg gained from digital marketing campaigns) - initiating contact, beginning dialogue, inspire interest and secure sale

2.4 Collecting customer information, understand their needs and requirements

2.5 Handling customer complaints and escalate them as appropriate to the relevant Coats team

2.6 Promoting new / potential products or services to OSO customers in China, either in response to enquiries or using digital marketing campaigns as agreed and developed by the central team in London

Digital Team

1.      Facilitate the required change management and business process alignment. Facilitate the exchange of best practice.

2.      Work with relevant dept. to achieve the global digital KPI and ensure digital tools are delivering the target proposition.


1.      Bachelor degree and major is not limited.

2.      More than five years' working experience in customer service & management field, rich customer service experience. can work independently, high customer service mind-set, sound knowledge in SAP in SD, Self-motivated, creative and dedicated, Ability to build and maintain strong relationships across the market and region at all levels.

3.      Good command of oral and written English, good at communication and strong influencing skills.

4.      A proactive and ‘can do’/ problem solving approach, Capable of working in a competitive, demanding and time-critical environment, Proven ability to follow up thoroughly and in detail, Commercial sense and strong customer orientation.