Senior Manager Customer Engagement 232379 Bei00000Uu

Job description

Tasks Objective of job

• Own the customer engagement and digital business strategy across the prospect-to-owner lifecycle, translating customer insights into prioritized business actions and measurable commercial impact.
• Lead strategy and operations for key digital customer touchpoints and businesses, including owner/prospect App experiences, e-commerce and emerging digital services, with clear growth, engagement and conversion roadmaps.
• Build a closed-loop operating model from data and insights to segmentation, activation, experimentation and performance review, continuously improving customer value, loyalty and business outcomes.
• Drive cross-functional execution across BMBS business units, data/IT teams, dealers and external partners, bringing strong ownership, pace and constructive challenge to complex initiatives. Task description Customer Engagement & Lifecycle Strategy

Lifecycle Strategy

• Develop and evolve the customer engagement strategy across prospects and owners, with clear priorities, roadmaps and business KPIs.

Customer & Business Insight

• Combine customer data, behavior, research and frontline feedback to identify growth opportunities, friction points and high-value use cases.

Segmentation & Value Management

• Define actionable customer segments and differentiated engagement strategies to improve loyalty, retention, repurchase and lifetime value.

Benchmarking & Innovation

• Continuously benchmark leading automotive, internet and consumer-tech practices and convert relevant learnings into Mercedes-Benz use cases. Digital Business & Platform Operations

Digital Touchpoint Ownership

• Lead business strategy and operations for key customer-facing digital touchpoints, including owner/prospect App journeys, community and other digital engagement channels.

E-commerce & Commercial Growth

• Shape and optimize e-commerce and digital-service propositions, customer journeys and operating mechanisms to improve traffic quality, conversion, attach rate and revenue contribution.

Product-to-Operation Integration

• Work closely with product, IT and data teams to translate business needs into platform capabilities, then ensure adoption and value realization through operations.

Operating Rhythm

• Establish annual/quarterly roadmaps, business reviews and performance dashboards to manage priorities, resources and delivery. Insights-to-Actions Growth Engine

Data-to-Action Closed Loop

• Translate data and insights into concrete activation plans, campaign logic, next-best-action use cases and measurable business outcomes.

Experimentation & Optimization

• Design test-and-learn mechanisms, including A/B tests and pilot programs, to validate hypotheses and scale proven engagement tactics.

Performance Management

• Define leading and lagging indicators across engagement, conversion, retention, repurchase leads, NPS and commercial value; identify root causes and corrective actions.

CRM & Automation Enablement

• Partner with data and technology teams to improve customer profiling, trigger-based engagement, personalization and campaign automation capabilities. Cross-functional Business Leadership & Execution

Business Partnership

• Partner with Sales, Marketing, Customer Services, Network/Dealer, Finance and other teams to align customer priorities with commercial objectives.

Dealer Enablement

• Design scalable mechanisms and playbooks that help dealers activate customer opportunities and improve end-to-end customer experience.

Program Leadership

• Drive complex cross-functional programs from business case and prioritization through implementation, launch and post-launch review.

Stakeholder Influence

• Create alignment across BMBS, Mercedes-Benz entities, agencies and vendors; proactively surface trade-offs, unblock issues and push decisions to closure. Team Leadership & Capability Building

People Leadership

• Own end-to-end people management, including hiring, coaching, performance management and development.

Capability Building

• Build a high-performing team with strong business, data and execution capabilities, while fostering ownership, collaboration and an entrepreneurial mindset.

Ways of Working

• Set clear priorities, decision rights and operating cadence to ensure speed, accountability and execution excellence.

Qualifications

Education

• Bachelor’s degree or above, preferably in Business, Economics, Marketing, Data/Analytics, IT, Engineering or a related discipline. MBA/Master’s degree is a plus.

Experience

• Minimum 8-10 years of relevant experience in customer operations, growth, CRM, digital business, e-commerce, product operations or commercial strategy. Experience across both automotive and internet/consumer-tech environments is strongly preferred.
• Proven experience leading complex cross-functional programs and teams, with a track record of moving from strategy to hands-on execution and measurable business results. Specific knowledge
• Strong business and commercial sense, with the ability to connect customer engagement to conversion, revenue, retention, repurchase and customer lifetime value.

Strong data sense

• able to frame business questions, define KPIs, interpret customer and funnel data, identify root causes, and translate insights into prioritized actions. Hands-on analytics experience is a plus; coding is not required.
• Solid experience in digital platforms and operations, ideally including App, CRM/lifecycle marketing, community, e-commerce, digital services or membership/loyalty ecosystems.
• Entrepreneurial, highly accountable and action-oriented; comfortable challenging assumptions, navigating ambiguity, influencing senior stakeholders and driving decisions across organizational boundaries.
• Excellent communication and presentation skills in both English and Chinese. Fluent written and spoken English is required; able to work effectively in an international organization.

Demonstrated ownership mindset and delivery discipline

• able to set direction, prioritize ruthlessly, mobilize stakeholders and close execution gaps without waiting for perfect conditions.
• Automotive sales, dealer-network, retail, e-commerce or monetization experience is a strong plus, especially where it adds practical commercial judgement to customer operations.