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Let’s talk about the role:
- 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.
- 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.
- 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.
- 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.
- 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 patient service characteristics, user demands and industry service benchmarks.
- Outstanding capability of system construction, process re-engineering and refined operational management, practical experience in service workflow digitalization, CRM system operation optimization and intelligent service tool application, able to sort out full-link service logic and realize standardized & scalable management.
- Strong data sensitivity, able to judge core problems through data analysis and drive business optimization and iteration, also with capable of independently undertaking regional service strategy layout and operational management
- Excellent matrix organization collaboration capability, able to efficiently coordinate cross-departmental resources and promote project landing in complex organizational structure.
- Excellent oral and written English proficiency (working language for cross-regional communication), proficient in Office, data analysis tools and CRM system operation.
Preferred:
- Senior operation management experience in top medical device, Internet healthcare or consumer health enterprises.
- Successful project experience in large-scale service system upgrading, full-region service standardization landing and customer retention system building.
- Familiar with Greater China medical & healthcare industry compliance regulations and service risk control requirements.
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.