岗位职责
【Responsibilities】
- Own the customer engagement and communications strategy across the customer lifecycle, from initial interest through purchase, delivery and ownership.
- Design and manage lead nurturing journeys that educate, engage and guide customers through the sales funnel.
- Own customer communication journeys across email, CRM and other direct channels, defining the appropriate message, audience, timing and triggers.
- Define customer-facing content requirements across the digital journey, including website content, FAQs, product education and purchase guidance.
- Translate product, commercial and operational information into clear, compelling and customer-friendly communications.
- Develop engagement strategies for key customer moments, including product launches, reservations, test drives, orders, financing, delivery and ownership.
- Partner with Marketing and Product teams to ensure customer communications are consistent with Xiaomi's brand, product positioning and wider communication strategy.
- Work with Customer Journey & Lifecycle and Digital Product & Systems teams to embed communication requirements, segmentation, personalisation and automation into customer journeys and systems.
- Use customer behaviour, engagement and funnel performance data to identify opportunities to improve customer understanding, reduce friction and increase conversion.
- Establish communication governance and performance measurement, continuously testing and optimising content, journeys and engagement strategies across European markets.
职位要求
【What We're Looking For】
- Proven experience in customer engagement, CRM, lifecycle marketing, customer communications, digital customer experience or a related discipline.
- Strong understanding of customer lifecycle management, lead nurturing and how communications influence customer behaviour and commercial conversion.
- Experience designing automated and triggered customer communication journeys across CRM, email and digital channels.
- Strong content capabilities, with the ability to translate complex product, commercial and operational information into simple and compelling customer communications.
- Experience defining digital content requirements, ideally including website, CRM and customer self-service environments.
- A commercial mindset, with an understanding of sales funnels, conversion and the role customer engagement plays in driving business performance.
- Strong analytical skills and experience using customer behaviour, engagement and performance data to optimise communications.
- Strong cross-functional stakeholder management skills, with experience working across Marketing, Sales, Product, Digital and Operations teams.
- Comfort working in a fast-paced, evolving environment and building new capabilities, processes and customer communication journeys.
- Fluency in English is required. Additional European languages are an advantage.
