Xiaomi Technology

海外零售暗访管理(小米汽车)

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Job Description

海外零售暗访管理(小米汽车)

北京

社招

全职

职位 ID:A37574

职位描述

  1. 暗访体系设计 - 设计暗访脚本(Scenario):以真实购车客户视角设计任务(进店咨询、看车体验、试驾预约、交付服务、电话 / 线上线索响应) - 制定评分维度:接待动线、展厅标准、展车状态、产品介绍(含人车家生态演示)、试驾流程、话术合规、价格政策、离店体验 - 设定红线项(一票否决):报价不符、强制推销、隐私侵权、贬低竞品、乱价返现等 - 确定频次与样本量:按门店分级(旗舰 / 标准 / 低绩效)差异化抽样,保证季度全覆盖 2. 暗访执行管理 - 执行渠道:第三方神秘顾客机构为主(欧洲人力贵、更客观)+ 内部交叉抽查为辅 - 编制访员手册、培训与校准,保证评分一致性(多人同店校准) - 覆盖三类网络,各自侧重点不同 3. 结果分析与整改闭环管理 - 输出门店暗访评分卡:总分、分维度得分、与上期环比、区域对比 - 数据与满意度(NPS / 投诉)交叉验证,识别 "评分高但体验差" 的失真情况 - 建立检查→反馈→整改→复检循环:限期整改(如 30 天),复检不达标升级处理 - 联动门店标准岗:高频失分项反哺标准手册与培训内容,案例库沉淀 4. 考核挂钩与激励 - 暗访得分与返利、佣金、续约、新车配置直接挂钩(代理制 / 总代协议中明确扣分规则) - 优秀门店正向激励(荣誉、资源倾斜),形成 "做得好有回报" - 设定红线触发机制:触碰红线项,直接触发商务处罚或终止合作 5. 合规与风险管理 - 确保暗访方式不违反当地法律:不诱导违规、录音需符合数据保护(GDPR)要求 - 平衡 "暗访" 与 "明察":欧洲部分场景需提前告知(如服务热线监听),要在协议里明确边界 - 防止总代 / 经销商识别访员、配合演戏(换店换时、随机化任务)

职位要求

  1. 本科及以上学历; 2. 3年以上零售标准运营/用户体验流程/暗访管理/等相关经验,新能源汽车行业优先,对汽车新零售有深刻认知和理解; 海外经验优先; 3. 具备优秀的人际沟通和互动能力,善于跨部门协同和资源调配; 4. 拥有良好的文档总结和体系搭建能力; 5. 主动积极,具备英文沟通能力,较强的学习能力,有工作热情。

投递

Xiaomi Technology

About Xiaomi Technology

Xiaomi Corporation was founded in April 2010 and listed on the Main Board of the Hong Kong Stock Exchange on July 9, 2018 (1810.HK). Xiaomi is a consumer electronics and smart manufacturing company with smartphones and smart hardware connected by an IoT platform at its core.

Embracing our vision of “Make friends with users and be the coolest company in the users’ hearts”, Xiaomi continuously pursues innovations, high-quality user experience and operational efficiency. The company relentlessly builds amazing products with honest prices to let everyone in the world enjoy a better life through innovative technology.

Xiaomi is one of the world's leading smartphone companies. The company has also established the world’s leading consumer AIoT (AI+IoT) platform,reached 558 million smart devices connected to its platform (excluding smartphones,laptops and tablets) as of September 30 2022. Xiaomi products are present in more than 100 countries and regions around the world. In August 2022, Xiaomi was included in the Fortune Global 500 list for the fourth year in a row, ranking 266th. The company is the fastest-rising Chinese technology conglomerate during the four-year period.

Xiaomi is a constituent of the Hang Seng Index, Hang Seng China Enterprises Index, Hang Seng TECH Index and Hang Seng China 50 Index.

Industry
IT & Software
Company Size
10,000+ employees
Headquarters
Beijing, CN
Year Founded
2010
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