User Engagement & Operations Specialist

About the Company

CHANGAN Automobile is one of the four major Chinese automobile groups, boasting a heritage spanning 164 years and 41 years of car manufacturing experience. We have 14 manufacturing bases and 39 plants worldwide. As a leading Chinese car manufacturer, CHANGAN Automobile has self-owned brands including CHANGAN UNI, CHANGAN NEVO, CHANGAN LCV, DEEPAL, and AVATR, and joint venture brands including CHANGAN Ford, CHANGAN Mazda, and JMC. In 2021, the cumulative sales of CHANGAN's self-owned brand exceeded 20 million units. Up till April 2024, the cumulative sales of Chinese brands under CHANGAN exceeded 26.33 million units.

CHANGAN Automobile has more than 18,000 engineers and technicians from 31 countries around the world and has established R&D network of ten cities in six countries in Chongqing, Beijing, Shanghai, Dingzhou in Hebei, Hefei in Anhui, Turin in Italy, Yokohama in Japan, Birmingham in the UK, Detroit in the US and Munich in Germany. We have a professional automotive R&D process and testing & verification system, to ensure that each product can endure more than 10 years or 260,000 km of use.

About the Role

The role is responsible for overseeing user engagement activities and managing the daily operations of the OEM call center, driving standardized operations and continuous improvement across related functions.

User Engagement & Events Management

• Develop and manage the overall user engagement framework under the brand's customer program (e.g. withU), ensuring alignment with brand values and customer experience objectives.
• Guide dealer-led customer engagement activities, reviewing plans and promoting a shift toward experience- and relationship-focused engagement.
• Support OEM-led customer engagement activities by developing participation standards, identifying and inviting target customers, and facilitating effective engagement and communications.
• Coordinate with internal teams and external partners to ensure effective execution of customer engagement initiatives.

Call Center Operations

• Oversee the daily operations of the call center, ensuring service stability and operational efficiency.
• Monitor key operational metrics and drive continuous improvement.
• Coordinate with relevant teams and partners to ensure smooth call center operations.
• Establish and refine call center operational standards to support standardized operations.

Qualifications

• Bachelor's degree or above in Marketing, Business Administration, Communications, or a related field.
• 5+ years of experience in customer engagement, event management, customer operations, or related roles; familiar with call center operations.
• Experience in the automotive industry is preferred.
• Experience in media operations is preferred.

Required Skills

• Strong project management and coordination skills, with the ability to manage multiple initiatives simultaneously.
• Hands on, structured, and comfortable working in an evolving organizational environment.
• Good communication skills in English.