Job Description - CS Digital Products Specialist (MER00035MM)
Description
Intro We're seeking a seasoned professional to join us as a CS Digital Products Specialist. In this role, you'll oversee the launch and day-to-day management of our digital platforms, ensuring operational efficiency and an exceptional user experience.
Digital Platform Management - Digital Platform Management: Lead the launch and oversee the day-to-day Management of Digital customer service platforms, including Online service Appointment Booking, Digital Pay, and Digital Communication tools, ensuring operational efficiency and a high level of user satisfaction.
- Localization and Implementation: Work in tandem with the Global HQ product team to localize global digital solutions, adapting features, and functionalities to align with local market requirements and customer expectations.
- Customer Feedback: Analyze customer feedback on digit platforms to identify trends, insights, and opportunities for enhancing the digital customer journey.
- Training and Support: Provide training and ongoing support to business stakeholders on the effective use of digital platforms, ensuring they are equipped to deliver proper service.
CRM and Contact Strategy Management - Use Case Management: Identify, deploy, and manage CRM use cases for various customer segments across different stages of customer journey, ensuring tailored communication that address specific customer needs and preferences.
- CRM Calendar Coordination: Oversee the CRM calendar to schedule and execute both one-time campaign and automated communications (via Kakao Message, MMS/LMS, eDM) efficiently with business teams, aiming to minimize customer redundancy and fatigue.
- Performance Monitoring: Regularly track and report on the performance of CRM initiatives, using data analytics to measure effectiveness and ROI, and adjusting strategies as necessary to achieve optimal results.
Data management & Analysis - Consolidation and Reporting: Update/modify digital platform performance data on PowerBi dashboard and share the report to management and dealer on a monthly basis.
- Collaboration with IT: Work closely with the IT department to embed reports in the dealer portal and achieve full automation by establishing a pipeline to the original data source.
- KakaoTalk Business Channel Management: Lead the management of the company's KakaoTalk business channel, ensuring optimal configuration and effective engagement with customers through activating business relevant Kakao features.
- Kakao Sync API Integration: Implement the Kakao Sync API to various Mercedes-Benz Front-end digital touchpoints to facilitate the seamless acquisition of authenticated customer data, ensuring a streamlined registration and login process for users.
Qualifications
Education 4 year university graduate
Bachelor's degree in business administration / automotive related majors pre ferred
Experience 8-10 years of experience in digital platform management, CRM and customer data, preferably with B2C industry experience
Salesforce (Service Cloud, Marketing Cloud) and SQL, PowerBI knowledge preferred
Specific knowledge Strong operational skill with attention to details
Strong analytics skill with insight from numbers
Good at playing with numbers and statistics with strong OA(Powerpoint, Excel, workd) skill
Excellent communicationskill both Korean andEnglish (verbal, written and presentation)
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