CX Vendor Strategy Manager (J250122001)
Didi
Develop and execute strategies for managing relationships and contracts with customer experience (CX) vendors, including call centers, systems, tools, and carriers.
Prepare and present vendor recommendations, encompassing business cases and cost-benefit analyses.
Serve as the primary point of contact for internal and external escalations related to performance, supplier relationships, and contracts.
Establish and maintain robust relationships with key vendors, ensuring effective communication and collaboration.
Build and manage the Voice of the Vendor results as part of a recognition program.
Comprehend end-to-end processes that impact operations, including finances, capacity, and workflows, while supporting relevant stakeholders in these efforts.
Identify vendor experience opportunities to address obstacles and foster growth.
Collaborate closely with the team to understand business challenges and provide data and analysis to enhance decision-making.
Define analytical approaches and metrics strategies to uncover insights and formulate recommendations for demand distribution.
Conduct market research and analysis to identify potential vendors, industry trends, best practices, efficiency improvements, and innovations.
Foster connections and collaborative practices with Procurement and IT to leverage synergies, support performance management, and identify cost-saving opportunities.
任职要求
Bachelor’s degree in Business Administration, Supply Chain Management, Engineer or a related field;
Experience in vendor management or customer services/ experience;
Advanced English;
Experience in utilizing measurement tools and implementing vendor management office practices
Exceptional interpersonal skills, communication skills, and negotiation skills.
Project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
Effective communication and interpersonal skills to build and maintain relationships with vendors and internal stakeholders.
Critical thinking, must be customer-focused and be able to solve complex problems
Able to work with remote teams and across time zones.