Phygital Integrated Retail Customer Journey

Tasks

1. Process management and E2E retail customer journey streamlining: Lead closed-loop management of the retail journey from top-level design and development through pilot, rollout, and optimization. Identify workflow redundancies and streamline dealer requirements.
2. Phygital process re-architecture: Integrate digital interactions and AI-assisted tools with physical reception logic, embedding technical solutions into dealer SOPs.
3. Cross-functional alignment: Coordinate Sales, ND, D&C, and IT to standardize fragmented business requirements across the retail network.
4. Agile iteration mechanism: Establish rapid customer-journey updates based on market feedback and new vehicle launch requirements.
5. Integration of physical space and digital touchpoints: Coordinate online and offline customer journey elements and optimize retail layouts and circulation efficiency.
6. Change management and implementation: Develop dealer-network communication strategies, monitor performance through dashboards and data analytics, and define post-transformation working models and training requirements.

Main tasks

• Discover dealer workflow scenarios, identify breakpoints, redesign processes with an AI-first approach, and define product-market fit for internal AI tools.
• Write high-fidelity BRDs, collaborate with algorithm engineers on model selection and fine-tuning, and design frontend AI interaction patterns.
• Establish indicator systems for AI features, analyze bad cases, and manage feedback-to-model improvement data loops.
• Lead end-to-end delivery, manage development toolkits, ensure cross-system integration stability, and support AI safety compliance.
• Track Generative AI and B2B retail technology trends.

Qualifications

• Bachelor’s or Master’s degree in Data Science, Information Systems, or Business Administration.
• Full professional proficiency in English and Mandarin.
• Five or more years of product management experience, including significant B2B SaaS or enterprise internal systems experience, and two or more years in AI product management.
• Experience deploying Generative AI, predictive analytics, or recommendation engines in production.
• Knowledge of fine-tuning, prompt engineering, vector databases, and agentic workflows.
• Proficiency with SQL, Python, or Tableau.
• Strong stakeholder management, communication, analytical, organizational, and multitasking skills.
• Understanding of automotive retail business and market dynamics.

Benefits

• Events for employees
• Flextime possible
• Hybrid work possible
• Health benefits
• Mobility offers
• Employee discounts
• Good public transport
• Barrier-free workplace

Contact

Pengfei Yan
Email: pengfei.yan@mercedes-benz.com