Senior Manager, Customer Operation

Senior Manager, Customer Operation | Mercedes-Benz > Karriere > Jobsuche > Stellenausschreibungen DE EN HU Anbieter/DatenschutzUnternehmenTechnologieNachhaltigkeitKarriereInvestorenPresse ProdukteKarriereJobsucheSenior Manager, Customer OperationTätigkeitsbereich:Marketing / Vertrieb / KommunikationFachabteilung:Customer Lifecycle ManagementGesellschaft:Beijing Mercedes-Benz Sales Service Co., Ltd.Standort:Mercedes-Benz Sales Service Co., Ltd., Beijing Startdatum:01.08.2026Veröffentlichungsdatum:31.07.2026Stellennummer:BEI00000UUArbeitszeit:Vollzeit BewerbenAufgabenKey points and objectives of the position1. Develop and execute end-to-end customer operations strategy with roadmap design, daily engagement plan, ensuring concrete value delivery.2. Drive membership growth through data-driven frameworks and segment-based programs that drives loyalty to the brand and deepen our insights on users3. Lead cross-functional program execution (across BMBS, GRC and external partners) from concept to post-campaign analysis, keep optimizing engagement tactics.4. Manage community operations and stakeholder alignment to maximize operational impact and user satisfaction.Main taskUser Operations Strategy Development• MB Owner Data Profiling: Conduct comprehensive analysis of owner data to develop detailed user profiles and gain insights into user characteristics.• User Operations Objectives Setting: Define strategic objectives for user operations, including metrics such as NPS (Net Promoter Score) and repurchase leads, to enhance user satisfaction and loyalty.• Competitive and Cross-Industry Benchmarking: Evaluate competitor and cross-industry user operations strategies and functionalities to inform and refine our operational plans.• Strategic Planning: Develop and implement annual strategic plans for user operations, with quarterly reviews to ensure alignment and progress towards goals.User Operations Mechanism Development • MB Owner Insight System Development: Establish a robust system for gathering and analyzing owner insights to understand user needs and behaviors.• Membership Tier System Development: Develop a membership tier system to offer differentiated services and benefits based on user segmentation.• User Benefits System Development: Design and implement a comprehensive user benefits system to enhance user satisfaction and loyalty.• App Community System Development: Create an App-based community system to foster user interaction and engagement.• KOC System Development: Develop a Key Opinion Consumer (KOC) system to leverage influential users and enhance brand advocacy.Cross-functional program execution (BMBS/MBGC/partners)• Business Department Coordination: Collaborate with business departments to develop user operations plans with joint resource investment.• Dealer Collaboration: Partner with dealers to execute joint user operations initiatives, enhancing the overall user experience.• Brand and Marketing Collaboration: Coordinate with the brand and communication department to organize offline owner events, co-branding activities, and other initiatives to strengthen brand presence.Manage community operations and stakeholder alignment.• Online/Offline Engagement Activities Mgmt: Plan and execute regular online and offline engagement activities to boost user participation and engagement.• Performance Monitoring: Utilize data analytics to monitor the effectiveness of user operations activities and drive continuous improvement.• Activity Review and Optimization: Conduct thorough reviews of user operations activities to optimize strategies and improve ROI.• Training and Development: Provide training and support to relevant stakeholders to enhance their user operations capabilities.Team management• Own end-to-end people management, from hiring, performance management to development, while maintaining operational excellence and a positive work environment.QualifikationenEducation• Master’s Degree preferably with major in Business Management, Economics, IT and Engineering. Experience• Min. 8 years’ experience in the Automotive Industry, Daimler/Mercedes-Benz background is a plus• Min. 5 years Project Management and Team Management experienceSpecific knowledge• Good sense and solid experience in digital business; big data knowledge and skillsets are preferred• Open minded and entrepreneur spirit, seasoned project & portfolio management experience• Experienced managers with managerial experience in leading employees and teams• Strong communication and presentation skills, as well as cross function collaboration capabilities• Fluent in written and spoken EnglishBenefits Mit­arbeiter Events Flexible Arbeits­zeit möglich Hybrides Arbeiten möglich Gesund­heits­maß­nahmen Mobilitäts­angebote Mit­arbeiter­rabatte möglich Gute An­bindung Barriere­frei­heit KontaktBeijing Mercedes-Benz Sales Service Co., Ltd.Daimler Tower, 8 Wangjing Street,100102 BeijingDetails zum StandortCareer BMBS E-Mail: yourcareer_bmbs@mercedes-benz.com BewerbenDie Mercedes-Benz Group.Die Mercedes-Benz Group AG (ehemals Daimler AG) ist eines der erfolgreichsten Automobilunternehmen der Welt. 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