Let’s talk about the role:
End-to-End Service Construction & Standardized Operation Management
- Design, build and continuously iterate the integrated patient full lifecycle service management system, covering pre-sales consultation, patient education, continuous follow-up support, after-sales problem resolution, patient relationship maintenance and customer retention management.
- Establish service SOPs, tiered SLA service response standards, quantitative KPI evaluation system and multi-level exception escalation policies, realize standardized and consistent service delivery across all online & offline channels and customer touchpoints in Greater China.
- Conduct daily service quality monitoring, service compliance audit and operation risk control, identify process loopholes and service pain points regularly, and ensure high-efficiency, high-quality and compliant service output.
Service Digital Transformation & Process Optimization
- Streamline redundant service links, optimize manual operation processes, improve overall service response speed, problem resolution rate and operational scalability, reduce repeated labor and operational costs.
- Take the lead in launching customer service digital transformation projects, including CRM system function iteration & scenario-based optimization, intelligent service platform upgrading, full-link workflow automation construction, and building enterprise-level service knowledge base.
Data-Driven Service Operation & Business Empowerment
- Conduct in-depth analysis of CRM data, service interaction records, user behavior data and regional operation data, summarize patient consumption habits, service demand characteristics and typical service gap problems.
- Convert data insights into actionable optimization projects and operational strategies, continuously improve patient satisfaction, service repurchase & retention rate, and support regional commercial revenue growth and user lifecycle value improvement.
- Regularly output of service operation analysis, quality review and project progress, to provide professional decision-making support for Greater China management team.
Cross-Functional Collaboration & Project Delivery
- Establish long-term stable stakeholder relationship with sales, marketing, product, supply chain etc., align service strategies with regional business priorities.
- Lead cross-departmental key service optimization projects, coordinate internal and external resources, promote landing of process upgrades, system iterations and service innovations, and ensure project objectives are delivered on schedule.
Team Building, Leadership & Cultural Construction
- Build and manage a customer-centric customer service and operation team, formulate team training systems, career development and performance management.
- Conduct team coaching, capability training and performance management, improve teams’ professional service capability, problem-solving ability and business awareness.
Let’s talk about you:
- Bachelor’s degree or above, major in Business Administration, Marketing, Operation Management, Healthcare Management or related fields is preferred.
- 10+ years of progressive leadership experience in customer service operation management, commercial operation or retail operation management; rich leadership experience in medical device, healthcare, chronic disease management or sleep health industry is mandatory.
- Proven experience in building end-to-end service operation system, formulating SOP/SLA/KPI system and leading service digital transformation projects.
- Familiar with multi-dimensional business operation models including B2B, DTC/B2C and B2B2C hybrid business scenarios, able to customize differentiated service management strategies for different business models.
- High customer-centric awareness, strong sense of responsibility, pressure resistance and team leadership.
- In-depth industry insight into China sleep health and chronic disease management track, familiar with…