Job Description

负责蔡司合作伙伴及体验门店的零售服务体系优化工作，包括设计标准化客户旅程、优化客户店内体验、培训店员以强化服务流程，确保门店的服务体验与专业性能够深度体现蔡司品牌价值。

Responsible for optimizing the retail service system for ZEISS partners and experience stores, including designing standardized customer journeys, enhancing in-store customer experiences, and training staff to strengthen service processes, ensuring that the store's service experience and professionalism deeply reflect the ZEISS brand value.

Education / 教育背景

• 教育背景：本科及以上学历，市场营销，工商管理等相关专业优先。

Experience / 经验

• 至少5年以上零售门店运营管理、客户体验设计或服务优化经验，熟悉高端品牌客户服务者优先。

Other skills /其他技能

• 系统化设计思维：精通服务蓝图、旅程地图等专业方法，能解构复杂体验。
• 流程建模与标准化：能将抽象体验转化为具体、清晰的流程、工具与标准。
• 深度协同与影响力：能有效联动策略、赋能、运营等多团队，推动标准共识与落地。
• 数据驱动洞察：能利用调研与监测数据，诊断问题并驱动优化。
• 良好的英文沟通阅读能力

Main Tasks / 主要任务

• 负责ZBPP体验店全周期消费者体验体系设计与标准化输出，赋能运营团队落地、搭建体验监测机制并联动数字化工具，保障体验一致性与持续优化。
• 体系化体验设计：主导或牵头设计覆盖开店前、中、后全周期的消费者旅程与服务蓝图，系统性定义触点、员工动作与支持工具。
• 标准化输出：将设计蓝图转化为具体、可执行的SOP、流程标准、关键体验节点与考核依据。
• 赋能与运营支持：将输出标准精准传递给赋能与运营团队，确保其被理解并落地为培训与考核内容。
• 效果监测与迭代：设计体验监测机制（如神秘顾客、调研），收集数据与反馈，驱动体验流程的持续优化。
• 系统化落地：参与相关IT系统（ERP/CRM）项目，确保数字化工具支持体验流程的高效运转。
• 其他上级安排的相关任务

Education

• Bachelor's degree or higher, preferably in Marketing, Business Administration, or related fields.

Experience

• 5+ years of experience in retail store operations management, customer experience design, or service optimization; familiarity with luxury/high-end brand customer service preferred.

Other Skills

• Proficient in retail service journey optimization and experience management; process management experience preferred.
• Excellent cross-departmental coordination skills, capable of driving multi-team collaboration to deliver results.
• Skilled in data analysis tools (e.g., Excel, Tableau) and field research methods, able to propose data-driven experience enhancement solutions.

Main Tasks

• Develop operational and service standards for ZEISS experience stores, including customer journey design, service process optimization, and professional service scenario implementation to ensure premium customer experiences.
• Provide service optimization support for partner stores, including display optimization, customer flow design, and technology-enhanced interactive solution recommendations.
• Design and implement retail experience upgrade initiatives, leveraging cutting-edge retail technologies to boost store competitiveness.
• Collaborate with execution teams to track and analyze customer feedback, continuously optimizing service processes and operational strategies based on insights.

Your ZEISS Recruiting Team