Pet Nutrition-Consumer Care Assistant Manager-北京

**Job Purpose:**



The Consumer Care Assistant Manager is responsible for ensuring a great consumer experience for Pet Nutrition China. This role partner cross-functionally to improve consumer experience in PN China. drives continuous improvement of consumer satisfaction, loyalty and retention.



**Key Responsibilities:**



+ Operation Management



Oversee the daily operations of consumer care, including outsourced hotline call centers, training and vendor management.



+ Complaint & Escalation Handling



Manage complex consumer complaints and escalations, including cases involving government communications, ensuring timely resolution and root cause analysis.



+ Performance Monitoring



Track KPIs such as CPM, hotline performance, analyze trends and implement corrective actions.



+ Cross-functional Collaboration



Wo...