Customer Services eCommerce Specialist
hace 3 semanas
Job Title: Customer Services eCommerce Specialist
About the Role:
We are seeking a highly skilled Customer Services eCommerce Specialist to lead the implementation of our MBK Customer Service eCommerce platform. As a key member of our team, you will be responsible for designing digital platforms that meet customer needs and expectations, ensuring seamless online customer journeys, and delivering exceptional user experiences.
Key Responsibilities:
- CS eCommerce Platform Implementation:
- Lead and coordinate the local implementation of our new CS eCommerce platform, working closely with our HQ, Region, and IT teams to ensure a successful Agile software development cycle.
- Act as the main point of contact for all project-related needs, representing our market to HQ, Region, and other global counterparts.
- Collaborate with internal stakeholders, including CS Marketing, Logistics, IT, Accounting, and Legal, to design a seamless online customer journey and efficient direct online sales model.
- Define local requirements in comparison with the central blueprint, conducting cross-functional alignment workshops and gap analysis activities.
- Facilitate communication between internal and external stakeholders.
- Validate system readiness by overseeing UAT/E2E Testing and ensuring product quality prior to end-customer go-live.
- Manage the hypercare period post go-live, working with IT to stabilize the system and business operation.
- Create regular and ad-hoc project status reports and materials for stakeholder and management communication.
- Manage contracts between MBK and other MB entities.
- Align and manage project budget with local Controlling team and HQ project team.
- Steer and align with our network stakeholders to ensure their engagement and commitment.
- Identify potential risks for new business impact and collaborate with relevant stakeholders to mitigate and ensure successful business process and setup.
Requirements:
- Education:
- 4-year university graduate
- Bachelor's degree in business administration or automotive-related majors preferred
- Information Communication Certification holder of large advantage / mandatory
- Experience:
- 8-10 years of experience in digital platform management, CRM processes, and tools, preferably in auto or luxury retail industry
- Salesforce (Service Cloud, Marketing Cloud) knowledge preferred
- Project management skill
- Specific Knowledge:
- Strong operational skill with attention to details
- Good at playing with numbers and statistics with strong OA (MS Excel) skill
- Excellent communication skill both Korean and English (verbal, written, and presentation)
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