Location Guangzhou, Guangdong, Chinese Mainland - Greater China Category Brand Management/Marketing Job Id CNJ003099 Job Type Full Time
Summary
As Tmall Central Consumer Relations Manager, you will be responsible for:
1) Establishing and sustaining a constructive partnership with Tmall platform to develop a cutting-edge consumer experience and service system, leveraging P&G’s scale advantages to improve operational efficiency and empower brand stores;
2) Owning and continuously optimizing the entire consumer P2P journeys for P&G’s Tmall flagship stores, with a strong focus on enhancing consumer satisfaction, designing and executing counselling strategies, as well as proactively preventing and managing consumer complaints—all aimed at driving comprehensive value creation and sustainable business growth.
Job Responsibilities
-
Partner with cross-functional and cross-category teams to co-design and optimize consumer P2P journeys across all touchpoints. Continuously improve consumer experience and drive incremental sales growth.
-
Take full ownership of core service processes and drive ongoing optimization initiatives. Streamline workflows to enhance operational efficiency and ensure consistent, high-quality delivery of service operations within the responsibility scope.
-
Collaborate closely with multifunctional teams to understand product launches and promotional plans in store. Effectively translate these into clear, consumer-oriented communication.
-
Monitor and analyze consumer sentiment, feedback trends, competitor activities and key operational data. Identify consumer insights, potential issues, supporting continuous service improvement.
-
Proactively escalate critical issues and trend risks via business alerts and regular case reviews. Anticipate and mitigate potential crises to protect brand image and maintain the company’s reputation.
-
Develop and maintain strong working relationships with platform representatives to strengthen brand presence. Fully leverage platform resources and features to support service efficiency and brand performance.
-
Review key operation KPIs performance such as consumer satisfaction, response efficiency and conversion etc. to ensure operation is on track.
-
Ensure all daily service operations fully comply with platform rules, policies and P&G internal guidelines.
Skills:
Qualification:
Bachelor’s degree and skills required with strength in the following:
1. Communication: strong communication and writing skills with Learning Agility. Excellent written and verbal communication skills in English and Chinese.
2. Problem Solving: Consumer Understanding: leading to problem solving that meets consumer and business needs
3. Execution: Excellence across all core Jobs to be done using process ownership and continuous improvement to drive simplification in our ways of working
4. Business & Technical Proficiency: Digital Literacy and Acumen to use digital tools for simplification and process optimization. Demonstrated ability to analyze data, identify trends, and develop strategic recommendations.
5. Leadership: Strong leadership skills with experience in teamwork and performance management. Ability to work independently and collaboratively in a fast-paced, dynamic environment with growth mindset.
