Key Responsibilities:
Manage end-to-end customer lifecycle operating systems with data orchestration, cross-functional coordination, and customer engagement to achieve customer retention, NPS, and maximize customer lifecycle value.
Establish a Customer Operation system to bring the fragmented customer touchpoints into an integrated, measurable and holistic customer lifecycle.

• Customer Operation: Define a data-driven & engagement-oriented customer operation system based on brand’s own domain [APP]
• Omni-channel orchestration: To define customer lifecycle value operation system with measurable activities,  by leveraging the customer engagement platforms [ Digital + call center + dealer/retail + aftersales + social + app ecosystems]
• Data Management: Manage customer DATA system to support cross-border operations.  Data-driven execution: Segmentations, triggers, next-best-action, experimentation (A/B), and performance dashboards. Data governance & tracking.
• Digital Products S&M and Issue Management: define product offerings and portfolio management, sales channels, promotion activities, and to achieve sales & revenue target. To liaison key stakeholders to solve technical issues. 
• E-Commerce: leverage E-commerce for value generation, customer engagement & insights
• Customer Satisfaction and NPS: to coordinate cross boarder business operations to ensure company-level customer-centricity target: CSI, NPS, Brand

Task Description:
1. Data Management & Customer Lifecycle Analytics
• Consolidate car owner and customer lifecycle data, including user profiles, vehicle & app usage, online engagement, and purchase history.
• Generate actionable insights and demonstrate measurable business impact by analyzing engagement and behavior patterns to identify key drivers of user perception, satisfaction, and loyalty, in collaboration with business partners, IT, and PSVD.
• Provide analytics services to internal company business units, enabling data-driven decision-making.
• Lead data-driven capability development (data models, tagging, tools, and systems) in partnership with business, IT, and PSVD teams—ensuring alignment with business value and scalable system integration.
• Oversee data governance and foster a data-driven culture across the organization.

2. APP Community & Customer Operation
• Develop and execute a comprehensive customer operations strategy with a clear roadmap.
• Design membership management frameworks to drive user growth and recognition, aligning internal stakeholders for seamless execution.
• Deploy data-driven, segment-based tactics. leveraging tailored programs and initiatives to deepen engagement and user insights.
•  Oversee end-to-end program management, from concept design to approval, execution, and post-campaign analysis—collaborating with company entities, and external partners.
• Lead daily community operations, ensuring consistent engagement and value delivery.

3. Car Owner Lifecycle Value Generation  
• Drive digital services sales to achieve MAD targets, overseeing annual goal-setting, daily performance tracking, and reporting to local and HQ leadership.
• Lead end-to-end sales operations using data-driven strategies, to design campaigns (packaging, pricing, and policies), to execute initiatives, and to conduct closed-loop analysis to refine tactics and enhance customer insights.
• Optimize sales channels through incentive structures, training programs, and performance management.
• Manage online sales platforms (online store app, Head Unit, Web) and operational tools to ensure seamless customer experiences.
• Pioneer sales innovation: developing new products, offerings, and business models (including 3rd-party collaborations) alongside Company Owner Ops, Brand Sponsorship, and cross-functional teams.

4. Car Owner Digital Experience Management
• Monitor digital service stability, including dealer support, customer feedback, social media sentiment, and proactive issue resolution.
• Drive efficient issue resolution and escalate critical incidents in collaboration.
• Resolve customer complaints related to digital services, ensuring timely and satisfactory outcomes.
• Provide end-to-end support for digital services, from feature launch and activation to decommissioning, while coordinating with call centers, dealers, and regional teams.

5. Cross-team collaboration in China and with HQ
• Regular HQ sharing & exchanging China digital services sales activities & performance.

6. Team development: to re-shuffle a customer operation team and operations

Education & Experience:
• Bachelor Degree or above in Economics/Commerce/ Management (with marketing/sales focus)/Business Administration Management/ Customer experience management/ Data Analysis and Management related majors.
Experience
• At least 10 years direct working experience in user operations, Sales & Marketing, E-commerce relevant function areas in international company/projects 
• Prefer 5 years or above experience in auto industry, familiar with auto value chain cover sales marketing, after sales services, network management
• At least 3 years experience in e-commerce area, knowing how to design, setup and operate e-commerce business, Auto e-commerce experience is highly preferred
• Team management experience with strong leadership skills and intercultural experience
• Experience in JV setup is preferred
• Must an early adopter to AI

Specific knowledge:
• Know-how on data operation, CRM, user operation, and digital transformation
• Experience in e-commerce operations, familiar with leading practice
• Entrepreneurial spirit with solid leadership experience
• AI knowledge and experienced user
• Strong communication and coordination skill, proven experience in leading complex project with multiple stakeholders
• Ability to prioritize and manage multiple projects simultaneously in a fast paced, deadline driven environment.
• Strong time management and problem solving skills
• Organized and logical behavior, team player
• Fluent in English