Dan Jiang

Experience

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  Rolls-Royce Motor Cars

  Oct 2013 - Mar 2014

  Sales Support Intern

  - Support sales managers for dealer communication, sales planning, and dealer KPI steering - Support on weekly and monthly sales report preparation- Support on the communication with China Custom for import certifications

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  BMW Group Financial Services

  Jul 2017 - Aug 2017

  Support and exchange in BMW AG

  • Support the global indirect purchasing process for Concierge Service tender project• Support the global blueprint of After Contact Survey (NPS, CSI, and FCR)• Participate in the global CIC Governance Conference (as representative of China)

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  BMW Automotive Finance (China)

  Jun 2018 - Dec 2019

  RESPONSIBILITIES:Manage customer initiatives and CIC provider steering for CRM & ConnectedDrive to enhance customer experience to the next level and synchronize the premium services throughout BMW CN entities:• CRM: Inbound hotlines, outbound (leads, campaigns and customer surveys), and new digital channels expansion (chat service, product and online genius).• ConnectedDrive: Requirements management, operation model, operational steering and continuous optimization of Concierge, remote services, E-Call, and second level support (Connected App).• Product Owner CTI: Define business requirements and roll out the BMW Blueprint to CN market (iCall). • Manage an external Onsite Supervision team of 10 FTEs.PROJECTS:1. Project Leader BMW Joint Online Payment Tender Project• Scope: Financial service, leasing, loyalty program (loyalty points, vouchers and prepaid cards), Connected App, and mobility services. • Define online payment strategy, coordinate business requirements incl. use cases (WeChat, AliPay, and Union Pay), and lead the joint tender. 2. Initiator PoC Data Intelligence Project • Initiate the idea: Recommend personalized financial products to prospects based on the customer persona with big data and machine learning.• Define user stories, find sponsors for the PoC, screening a development team with the data calculating module, and develop the MVP. It wined the BMW China SuperNova Award.3. Project Leader ConnectedDrive Concierge Service Tender • Manage the project within timeline, collaborate with business & IT teams for RFQ initiation, align with controlling for budget, prepare for purchasing circles, and present to the steering committees.• Lead the bidder selection process, incl. RFI, RFQ, proposals evaluation, risk calculation, business case etc.4. Project Leader iCall CTI System Transition Project Design specific requirements, arrange tests, cooperate with IT teams and ramp up from 0% to 100% within timeline. Show less Align business requirement with business and development teams, support development, test and release.PROJECT: Project Consultant Artificial Intelligent Chatbot• Define the product road maps and user stories into different sprints based on the strategy of customer interaction channels, align with DPPO for the customer data processing protection, and cooperate with scrum team for the development.• Tender Management for requirements briefing, vendor proposal evaluation, business case and risk assessment. Show less

  • CRM and ConnectedDrive Key Account Manager, CIC Governance

    Mar 2014 - Dec 2019

  • Business Analyst - Job Rotation in IT Team

    Jun 2018 - Oct 2018
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  BMW Bank GmbH

  Jan 2020 - May 2022

  Manager Provider Steering, Customer Services

  1. Provider steering for customer services within the business areas automotive finance and leasing (front office and back office) as well as the End of Term leads management service:• Planning, KPI steering, performance monitoring, process enhancement and risk assessment. • Maket trend and innovation research in customer services, and develop customer initiatives based on strategy as well as customer needs. • Improve training concept, manage After Contact Survey (CSI, NPS, and FCR) and analyse customer insights. • Present the status quo and initiatives in the management meetings.2. Digitalization and premium services initiation:• CIC technologies and robots: define new requirements, business case analyse, pilot and roll out.• Supporting and Optimization of the Self Service Portal MYBMW@SF. Show less

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  BMW Group

  Mar 2022 - now

  Leads Orchestration, Lead Management and Teleservice

  - Leads Orchestration: Align with the CoCs and define the global channel strategy (e.g. App, Email, in Car communication).- Retail Marketing Service Provider: Define global RMSP Strategy and blueprint.- Market Steering (CN and FR): Define market roadmaps and strategy, as well as support the markets for implementation and further enhancement.