Key Responsibilities:
1. Customer Complaints Management & Process Development
- Build and manage the customer complaints team, and develop standardized operating procedures (SOPs).
- Oversee complaint handling across all channels (online CS, App Store, social media, review platforms, etc.).
- Manage triage, escalation decisions, and resolution for complex or high-risk complaints.
- Establish a customer complaints data analysis system, produce regular review reports, and provide optimization recommendations.
2. Cross-Departmental Collaboration (Customer Service, Brand & Legal)
- Work with Customer Service and Brand teams to optimize frontline response scripts and improve handling efficiency.
- Collaborate with the Legal team to assess reputational risks and ensure all external responses are legally compliant.
- Develop unified response strategies for sensitive or potential crisis incidents.
3. Public Opinion Monitoring & Crisis Management
- Build and maintain a public opinion monitoring system covering social media, forums, news media, and review platforms.
- Identify potential risk-related public sentiment in real time, develop response plans, and drive execution.
- Lead response and post-incident review for major public opinion issues or crisis events.
4. External PR & Spokesperson Management
- Serve as one of the company’s official spokespersons for public opinion and customer complaint matters.
- Develop and centrally manage all external communication messaging (statements, replies, announcements, etc.) during public opinion incidents.
- Draft, review, and have final control over all external PR content to ensure accuracy, consistency, and alignment with brand tone.
- Lead external communication strategies during major public opinion or crisis events, including media responses, public statements, and support for executive communications.
- Support and participate in media relations, interview coordination, and necessary public appearances.
5. Brand Reputation Optimization
- Provide product, service, and brand improvement recommendations based on user feedback and public opinion data.
- Collaborate with the Brand/Marketing team to enhance user trust and strengthen brand image.
Requirements:
- Bachelor’s degree or above, preferably in Journalism, Communications, Public Relations, Marketing, or related fields.
- Minimum 3 years of relevant experience in public opinion management, major crisis PR, or corporate spokesperson roles. Team management experience is required.
- Strong familiarity with the public opinion ecosystem and rules of social media, app stores, and review platforms. Experience in building and implementing public opinion monitoring systems/tools is a must.
- Excellent crisis management and decision-making skills, able to make quick judgments under high pressure.
- Outstanding bilingual (Chinese & English) communication, negotiation, and presentation skills. Experience handling media interviews or overseas public opinion is highly preferred.
- Strong public speaking and content control abilities, capable of independently representing the company as spokesperson.
- Experience in Internet, FinTech, or Web3 industry is a plus.