Senior Manager, Customer Operation

Key points and objectives of the position

1. Develop and execute an end-to-end customer operations strategy, including roadmap design and daily engagement plans.
2. Drive membership growth through data-driven frameworks and segment-based programs that build brand loyalty and deepen user insights.
3. Lead cross-functional program execution across BMBS, GRC and external partners from concept through post-campaign analysis.
4. Manage community operations and stakeholder alignment to maximize operational impact and user satisfaction.

Main tasks

User Operations Strategy Development

• Analyze owner data to develop detailed user profiles and insights.
• Define user operations objectives, including NPS and repurchase lead metrics.
• Benchmark competitor and cross-industry user operations strategies.
• Develop annual strategic plans with quarterly reviews.

User Operations Mechanism Development

• Establish an owner insight system.
• Develop membership tiers and differentiated benefits.
• Design a comprehensive user benefits system.
• Create an app-based community system.
• Develop a Key Opinion Consumer system to strengthen brand advocacy.

Cross-functional program execution

• Coordinate with business departments on user operations plans and resource investment.
• Partner with dealers on joint user operations initiatives.
• Collaborate with brand and communications teams on owner events, co-branding activities and related initiatives.

Community operations and stakeholder alignment

• Plan and execute online and offline engagement activities.
• Monitor performance using data analytics.
• Review and optimize activities to improve ROI.
• Provide stakeholder training and support.

Team management

Own end-to-end people management, including hiring, performance management and development, while maintaining operational excellence and a positive work environment.

Qualifications

Education: Master’s degree preferred, particularly in Business Management, Economics, IT or Engineering.

Experience: Minimum 8 years in the automotive industry; Daimler or Mercedes-Benz experience is a plus. Minimum 5 years of project management and team management experience.

Specific knowledge: Digital business experience, preferably with big data knowledge; project and portfolio management experience; managerial experience leading employees and teams; strong communication, presentation and cross-functional collaboration skills; fluent written and spoken English.

Benefits

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

Contact

Beijing Mercedes-Benz Sales Service Co., Ltd.
Daimler Tower, 8 Wangjing Street, 100102 Beijing
Email: yourcareer_bmbs@mercedes-benz.com