Since founded, Chery has always taken adhering to technology-driven strategy, creating a vehicle brand with international competitiveness and influence as its corporate vision. Relying on the constant pursuit of technological innovation, Chery has become the first passenger vehicle enterprise in China to master the core technology of engine, gearbox, chassis, platform and new energy, and the first one in China to export vehicle, CKD parts, engine and vehicle manufacturing technology and equipment to overseas market.

Chery has always focused on developing domestic and international markets. Chery has continuously deepened its globalization through the implementation of product strategy, localization strategy and talent strategy. After more than 20 years of development, Chery’s sales and services network covers more than 80 countries and regions and has won the trust of 10 million consumers worldwide.

Key Responsibilities

• Ensure the implementation and monitoring of quality standards across Sales and Aftersales processes; analyze CSI (Customer Satisfaction Index) and SSI (Service Satisfaction Index) results and trends.
• Analyze all customer journey touchpoints, identify quality-critical moments, and plan and track improvement actions.
• Support the execution of customer loyalty and engagement programs (Salesforce, Marketing Cloud, SMS, etc.) in line with quality standards.
• Manage customer data quality processes, ensuring data accuracy, completeness, segmentation, data governance, and compliance with data privacy regulations.
• Integrate data analysis, reporting, and targeting activities with a quality management perspective; provide actionable recommendations to the business.
• Collaborate with IT and digital teams to ensure systems, data flows, and process changes comply with quality and governance standards.
• Manage the recording, analysis, root cause identification, and resolution of customer complaints; monitor corrective and preventive actions.
• Analyze customer feedback and voice-of-customer data; develop initiatives to increase satisfaction, loyalty, and retention.
• Identify customer experience and quality-related risks and propose preventive actions.
• Benchmark processes against industry standards and best practices; propose innovations.
• Support change management initiatives by assessing customer and quality impacts of system or process changes.
• Support quality and customer experience training and awareness initiatives across the organization.
• Work closely with internal stakeholders and international teams to ensure alignment with global standards and procedures.

Qualifications

• Bachelor’s degree in Business, Engineering, Statistics, Economics, or a related field.
• 2–3 years of experience in customer experience, CRM, quality management, or data analytics; automotive industry experience is a strong plus.
• Strong knowledge of customer journey management, satisfaction measurement (CSI/SSI), quality management systems, and continuous improvement methodologies.
• Hands-on experience with CRM platforms such as Salesforce and Marketing Cloud (user management, process optimization, campaign execution, reporting).
• Advanced proficiency in Excel, Power BI, or similar BI tools; strong analytical and data management skills.
• Strong competence in complaint management, legal process coordination, and solution-oriented stakeholder communication.
• Experience working in an international or matrix organization and complying with global standards.
• Strong project management, planning, problem-solving, communication, and stakeholder management skills.
• Excellent communication and presentation skills; ability to translate complex data into clear business insights.
• Good level of English (written and spoken).
• Analytical, innovative, structured, proactive, and highly customer-focused mindset.