Emploi Chine
Titre du poste : Supervisor, Customer Experience China(Agriculture Solutions)
Entreprise : BASF
Description du poste : = Main Objectives =
70% Focus: Leading Customer Experience implementation for China
- Be accountable for Customer Experience activities in China in alignment with Asia Pacific(APA) & China priorities
- Constantly seek to enhance customer experience and create a tangible impact on business performance
- Champion a customer-centric mindset and culture across all functions in China
- Represent China in Regional/Global Customer Experience discussions
- Utilize data-driven insights to enhance Customer Experience – including, but not limited to, use of Customer Experience (CX) Scorecard and Voice of Customer
30% Focus: Leading specified Customer Experience topics for the APA region. The specific objectives will be defined together in the team but are likely to include some of the following:
- Take responsibility for tools, data and initiatives to create transparency on the Voice of the Customer (VoC) and generate actionable insights to improve customer experience
- Take the lead on CX Scorecard implementation and insights extraction in Asia Pacific – including management of utilization, business embedding and insights generation
- Develop expertise in specific customer experience methodologies such as customer journey mapping and support capability development and execution across the Asia Pacific region
- Support the development of a customer-centric culture across APA, including through communications
= Main Tasks =
70% China Focus:
- Define & implement Customer Experience strategy and activities for China in alignment with Regional CX
- Lead the implementation of CX Roadmap, including overall management of activities and timelines and working with stakeholders to facilitate execution of initiatives owned by other functions
- Drive and track implementation of Customer Experience initiatives, including quick wins
- Build capability to lead customer journey mapping activities
- Lead VoC strategy and activities for China, in alignment with Region/Global
- Embed data-driven approach to customer insights and decision-making within the culture – through activities such as utilization of the CX Scorecard and VoC
- Drive the upskilling and engagement of the organization around Customer Experience
30% Region Focus; exact split of activities will be agreed in the team but will include some of the following:
- Lead NPS execution for APA as beacon metric for Voice of Customer
o Management of NPS KPI’s, working closely with Markets, Regional & Global counterparts
o Ensure follow-up on defined actions and define pathway for creating actions on a regional level
o Analyze NPS and other aligned data sources (eg CX Scorecard) regularly to define insights & actions
- Lead development of Voice of Customer approaches (including new tools / systems, dashboards, analytics) beyond NPS for customers across APA
o Develop subject matter expertise on methodologies including survey design
o Manage channels and platforms for collection of insights
o Lead analysis of quantitative and qualitative data to generate insights
o Design Voice of Customer approaches and methodologies in order to facilitate the idenfication and measurement of the drivers of business value
- Own CX Scorecard for APA, including embedding its use in preparation for quarterly Market Dialogues
- Support in Customer Experience communication, upskilling and engagement activities for the APA organization – including collation of quarterly highlights and CX Day activities
- Support additional Customer Experience focus topics and activities as defined by the Customer Experience strategy and CX Roadmaps (ie journey mapping)
= Job Requirements =
- Graduate / Postgraduate desirable
- Minimum 3 years (preferably in Customer Experience / Management Consulting / Project Management / Market Research / Sales / Marketing / Commercial roles)
- Business acumen
- Customer Experience methodologies (eg survey design, interviewing, journey mapping) desirable
- Project management
- Structured problem-solving
- Data analysis – qualitative and quantitative
- Written and verbal communication
请时刻警惕任何可能的招聘欺诈行为！请注意，巴斯夫绝不会在任何情况下向候选人以任何形式收取任何费用。Stay alert for possible recruitment fraud!
This can include fake websites, fake job offers, or contact from a person falsely claiming to represent BASF.
Remember, neither BASF nor our representatives will ever request money from a job candidate.
If you suspect recruitment fraud and BASF is mentioned, first get in touch with at BASF.A unique total offer: you@BASFAt BASF you get more than just compensation. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That’s what we call you@BASF. Click here to learn more.A unique total offer: you@BASFAt BASF you get more than just compensation. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That’s what we call you@BASF. Click here to learn more.Working at BASF: We connect to create chemistryWe are proud of strong history of innovation, which has helped make us who we are today – the world’s leading chemical company. Every day, our global team of over 120,000 individuals work together to turn visions for sustainable solutions into reality by connecting with one another and sharing our knowledge.The right people are crucial for our sustainable success. We aim to form the best team by bringing together people with unique backgrounds, experiences and points of view. Our differences make us stronger and more vibrant. And an open, creative and supportive work environment inspires us to achieve exceptional results.About BASFFind out what BASF has to offer as an employer and why you should join our team.Your applicationHere you find anything you need to know about your application and the application process.Contact usYou have questions about your application or on how to apply in Europe? The BASF Talent Acquisition Europe team is glad to assist you.Please note that we do not return paper applications including folders. Please submit copies only and no original documents.For BASF, diversity is one of the essential keys to business success and the well-being of our employees. We promote an inclusive culture that accepts the diversity of people, experiences and capabilities. By embracing talents and abilities of all kinds, we aim to boost creativity and motivation, and enhance our teams’ performance.Join the team and connect with more than 117,000 other minds.SHANGHAI,CN,200000BASF Asia PacificInformation Technology/ServiceExperienced299501ATS_TALEO_APAC
Salaire attendu :
Localisation : 上海市
Date du poste : Fri, 21 Mar 2025 23:28:05 GMT
Postulez dès maintenant !