岗位职责和要求
Position Overview
The Customer Relationship Manager serves as the central authority for managing escalated complaints across all consumer touchpoints. This role leverages data analytics to identify root causes, spot trends, and translate Voice of Customer (VOC) insights into actionable service improvements. The incumbent acts as a key liaison with government and regulatory agencies to de-escalate complaints, while proactively monitoring social media and public sentiment to detect and swiftly resolve critical cases before they develop into reputational crises. Through systematic VOC analysis and continuous process optimization, the manager ensures efficient resolution, prevents issue escalation, and drives sustained improvement in the overall customer experience.
Key Responsibilities
1. Escalated Complaint & Crisis Resolution
Own the end-to-end management of escalated complaints across all consumer touchpoints, conducting root cause analysis to identify systemic service gaps. Partner closely with Government Affairs (GA) and Legal to manage regulatory escalations and de-escalate high-stakes cases with authorities. Lead cross-functional crisis response efforts involving Operations, PR, Legal, and senior leadership to align on response strategies, ensure consistent messaging, and resolve critical incidents before they amplify.
2. Social Media Sentiment Monitoring & Reputational Risk Control
Proactively monitor social media, forums, and public sentiment channels to detect, aggregate, and assess critical VOC cases with reputational exposure. Mobilize cross-functional teams—including PR, Communications, Legal, and Brand—to rapidly contain negative sentiment and execute coordinated response strategies that prevent viral escalation. Develop early warning mechanisms and risk assessment frameworks in collaboration with Digital and Social teams to identify emerging threats in real time.
3. VOC Analytics & Cross-Functional Process Optimization
Systematically collect, classify, and analyze VOC data across all channels to uncover recurring pain points and trend shifts. Translate data-driven insights into actionable improvement plans in partnership with Operations, Product, Marketing, and IT, driving workflow optimization, automation initiatives, and SOP enhancements. Establish a continuous improvement cycle by defining KPIs, measuring impact, and refining strategies collaboratively to elevate operational efficiency and the overall customer experience.
