Senior Manager, Customer Engagement

Beijing Mercedes-Benz Sales Service Co., Ltd.

Mercedes-Benz Sales Service Co., Ltd., Beijing (Hybrid)

Job Type Full time

Experience Senior

Posted 1 month 2 weeks ago

Hybrid Senior Level

Objective of job

Own the customer engagement and digital business strategy across the prospect-to-owner lifecycle, translating customer insights into prioritized business actions and measurable commercial impact.
Lead strategy and operations for key digital customer touchpoints and businesses, including owner/prospect App experiences, e-commerce and emerging digital services, with clear growth, engagement and conversion roadmaps.
Build a closed-loop operating model from data and insights to segmentation, activation, experimentation and performance review, continuously improving customer value, loyalty and business outcomes.
Drive cross-functional execution across BMBS business units, data/IT teams, dealers and external partners, bringing strong ownership, pace and constructive challenge to complex initiatives.

Customer Engagement & Lifecycle Strategy

Lifecycle Strategy: Develop and evolve the customer engagement strategy across prospects and owners, with clear priorities, roadmaps and business KPIs.
Customer & Business Insight: Combine customer data, behavior, research and frontline feedback to identify growth opportunities, friction points and high-value use cases.
Segmentation & Value Management: Define actionable customer segments and differentiated engagement strategies to improve loyalty, retention, repurchase and lifetime value.
Benchmarking & Innovation: Continuously benchmark leading automotive, internet and consumer-tech practices and convert relevant learnings into Mercedes-Benz use cases.

Digital Business & Platform Operations

Digital Touchpoint Ownership: Lead business strategy and operations for key customer-facing digital touchpoints, including owner/prospect App journeys, community and other digital engagement channels.
E-commerce & Commercial Growth: Shape and optimize e-commerce and digital-service propositions, customer journeys and operating mechanisms to improve traffic quality, conversion, attach rate and revenue contribution.
Product-to-Operation Integration: Work closely with product, IT and data teams to translate business needs into platform capabilities, then ensure adoption and value realization through operations.
Operating Rhythm: Establish annual/quarterly roadmaps, business reviews and performance dashboards to manage priorities, resources and delivery.

Insights-to-Actions Growth Engine

Data-to-Action Closed Loop: Translate data and insights into concrete activation plans, campaign logic, next-best-action use cases and measurable business outcomes.
Experimentation & Optimization: Design test-and-learn mechanisms, including A/B tests and pilot programs, to validate hypotheses and scale proven engagement tactics.
Performance Management: Define leading and lagging indicators across engagement, conversion, retention, repurchase leads, NPS and commercial value; identify root causes and corrective actions.
CRM & Automation Enablement: Partner with data and technology teams to improve customer profiling, trigger-based engagement, personalization and campaign automation capabilities.

Cross-functional Business Leadership & Execution

Business Partnership: Partner with Sales, Marketing, Customer Services, Network/Dealer, Finance and other teams to align customer priorities with commercial objectives.
Dealer Enablement: Design scalable mechanisms and playbooks that help dealers activate customer opportunities and improve end-to-end customer experience.
Program Leadership: Drive complex cross-functional programs from business case and prioritization through implementation, launch and post-launch review.
Stakeholder Influence: Create alignment across BMBS, Mercedes-Benz entities, agencies and vendors; proactively surface trade-offs, unblock issues and push decisions to closure.

Team Leadership & Capability Building

People Leadership: Own end-to-end people management, including hiring, coaching, performance management and development.
Capability Building: Build a high-performing team with strong business, data and execution capabilities, while fostering ownership, collaboration and an entrepreneurial mindset.
Ways of Working: Set clear priorities, decision rights and operating cadence to ensure speed, accountability and execution excellence.

Qualifications

Education: Bachelor’s degree or above, preferably in Business, Economics, Marketing, Data/Analytics, IT, Engineering or a related discipline. MBA/Master’s degree is a plus.

Experience: Minimum 8-10 years of relevant experience in customer operations, growth, CRM, digital business, e-commerce, product operations or commercial strategy. Experience across both automotive and internet/consumer-tech environments is strongly preferred. Proven experience leading complex cross-functional programs and teams, with a track record of moving from strategy to hands-on execution and measurable business results.

Specific knowledge:

Strong business and commercial sense, with the ability to connect customer engagement to conversion, revenue, retention, repurchase and customer lifetime value.
Strong data sense: able to frame business questions, define KPIs, interpret customer and funnel data, identify root causes, and translate insights into prioritized actions. Hands-on analytics experience is a plus; coding is not required.
Solid experience in digital platforms and operations, ideally including App, CRM/lifecycle marketing, community, e-commerce, digital services or membership/loyalty ecosystems.
Entrepreneurial, highly accountable and action-oriented; comfortable challenging assumptions, navigating ambiguity, influencing senior stakeholders and driving decisions across organizational boundaries.
Excellent communication and presentation skills in both English and Chinese. Fluent written and spoken English is required; able to work effectively in an international organization.
Demonstrated ownership mindset and delivery discipline: able to set direction, prioritize ruthlessly, mobilize stakeholders and close execution gaps without waiting for perfect conditions.
Automotive sales, dealer-network, retail, e-commerce or monetization experience is a strong plus, especially where it adds practical commercial judgement to customer operations.