User Operations Specialist

About the Company

CHANGAN Automobile is one of the four major Chinese automobile groups, boasting a heritage spanning 164 years and 41 years of car manufacturing experience. We have 14 manufacturing bases and 39 plants worldwide. As a leading Chinese car manufacturer, CHANGAN Automobile has self-owned brands including CHANGAN UNI, CHANGAN NEVO, CHANGAN LCV, DEEPAL, and AVATR, and joint venture brands including CHANGAN Ford, CHANGAN Mazda, and JMC. In 2021, the cumulative sales of CHANGAN's self-owned brand exceeded 20 million units. Up till April 2024, the cumulative sales of Chinese brands under CHANGAN exceeded 26.33 million units.

CHANGAN Automobile has more than 18,000 engineers and technicians from 31 countries around the world and has established R&D network of ten cities in six countries in Chongqing, Beijing, Shanghai, Dingzhou in Hebei, Hefei in Anhui, Turin in Italy, Yokohama in Japan, Birmingham in the UK, Detroit in the US and Munich in Germany. We have a professional automotive R&D process and testing & verification system, to ensure that each product can endure more than 10 years or 260,000 km of use.

About the Role

This role is responsible for customer experience and user operations, including customer experience KPI management, customer engagement programs, and customer experience system implementation, driving standardized operations and continuous improvement.

Customer Experience KPI Management:

• Monitor and analyze customer experience KPIs, including customer complaints, NPS, and other customer satisfaction metrics, to identify trends and improvement opportunities.
• Consolidate customer complaints from multiple channels, track case handling progress, and prepare regular operational reports for regional management.
• Coordinate with internal stakeholders to ensure customer issues are resolved in a timely manner and corrective actions are effectively implemented.

User Engagement & Events Management:

• Develop and manage the overall user engagement framework under the brand's customer program (e.g., with U), ensuring alignment with brand values and customer experience objectives.
• Guide dealer-led customer engagement activities, reviewing plans and promoting a shift toward experience- and relationship-focused engagement.
• Support OEM-led customer engagement activities by developing participation standards, identifying and inviting target customers, and facilitating effective engagement and communications.

Customer Experience System Development

• Develop and continuously optimize the customer experience management framework, processes, standards, and best practices to enhance customer experience management capability.

Qualifications

• Bachelor's degree or above in marketing, business administration, or a related field.
• 5+ years of experience in customer operations, customer experience, CRM, or related role.
• Experience in the automotive industry is preferred.
• Experience working with distributors or regional operations is an advantage.

Required Skills:

• Strong project management and coordination skills, with the ability to manage multiple initiatives simultaneously.
• Hands-on, structured, and comfortable working in an evolving organizational environment.
• Good communication skills in English.
• Mandarin Chinese proficiency is preferred.