Job Purpose:
The Consumer Care Assistant Manager is responsible for ensuring a great consumer experience for Pet Nutrition China. This role partner cross-functionally to improve consumer experience in PN China. drives continuous improvement of consumer satisfaction, loyalty and retention.
Key Responsibilities:
•Operation Management
Oversee the daily operations of consumer care, including outsourced hotline call centers, training and vendor management.
•Complaint & Escalation Handling
Manage complex consumer complaints and escalations, including cases involving government communications, ensuring timely resolution and root cause analysis.
•Performance Monitoring
Track KPIs such as CPM, hotline performance, analyze trends and implement corrective actions.
•Cross-functional Collaboration
Work closely with marketing, sales, R&D, and quality teams to align consumer feedback with business improvements. Also join the risk assessment with cross function to deliver consumer feedback.
•Reporting & Insights:
Regularly prepare and present reports to senior management on consumer care performance and initiatives.
•Project Management
Manage system/agency upgrade projects as needed
Qualifications:
•5+ years of experience in consumer/customer service management, pet industry experience is preferred.
•Experience managing call centers or service vendors is highly desirable.
•Strong analytical and communication skills.
•Capacity to adapt and be resourceful in unanticipated situations.
