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Head of Platform Operations

Head of Platform Operations

  • Location China - Central - Shanghai
  • Travel required Negotiable
  • Job category Marketing Group
  • Relocation available No
  • Job type Professionals
  • Job code 140111BR
  • Experience level Senior
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Job summary

Responsible for creating and providing best-in-class digital experiences for consumers/customers using advanced knowledge of digital marketing programmes and platforms, in order to drive increased loyalty and engagement and deliver commercial results for the business.

Key Accountabilities
Strategy & Planning

  • Incubate, development the bp pulse China digital strategies and seek endorsement from LT
  • Implement the digital strategy with flowless and customer centric execution through platform daily operation such as digital operation, customer care, digital mkt, pricing execution and roaming management etc.
  • To be accountable for the business performance (P&L) of bp EV digital platform, driving efficiency, safety, and upgraded customer experience for customers charging via bp platform. Constantly acquire, activate, incubate, accelerate the customer through ecosystems play and drive customer lifetime value.
  • Define and develop platform operation strategy, customer care strategy, roaming strategy as well as major platform business OKRs (No. of users, GM, electron sold etc.) by benchmarking external trends/competitor intelligence with standard methodology and seek endorsement from China VP, Aspac GM, global CCO, CTO, CPO etc.
  • Develop annual budget plan and resourcing priorities for platform business needs, and gain agreement to meet bp pulse Aspac plans and budgets
  • Collaborate with bp pulse China operation and marketing teams as well as bpxj JV operation/marketing teams on operation and digital marketing strategies and priorities, and responsible for seamless execution of the marketing and pricing strategies and plans on the platform.
Platform Operation
  • Develop and overall manage the platform Operation team on defining the operation strategy, develop SLAs and SOPs and handbooks etc.
  • Manager, mentor, coaching a diversified operation team with bp employees, 3rd parties and temps to deliver platform operation excellence.
Customer Care and Data Analyse
  • Develop and set up the customer care team with customer service hotlines through different channels, define SLA, SOPs and handbooks for customer care, drive customer satisfaction.
  • Data driven digital operation and marketing- perform deep dive on customer behavior, persona, insights from bp platform users’ transaction and charging data, identify and propose incremental offers to improve customer acquisition and retention, while driving for incremental margins.

Digital Marketing and Pricing Execution
  • Ownership of bp pulse China WeChat official account/Ali account content development, deployment and digital customer engagement, ride on the ecosystems to continuously acquire and retain the customers to the bp platform, drive customer love, frequency of repeat uses and referrals.
  • Execution based on the Marketing and offer strategies developed by bp pulse operation and marketing team, JV team and roaming partners to deliver major marketing OKRs, incl. annual sales/gross margin targets

Roaming Management
  • Develop and manage the roaming team, define and execute the roaming strategies and drive bp platform CP coverage and business growth.

New business support and integration
  • Support bp pulse China business development, such as target sites/platform due diligence, integration, target customer insights analysis etc.
  • Lead on platform readiness for new projects connection and daily platform operation of the expanded networks.

Essential Experience and Job Requirements
  • Bachelor’s degree and MBA/Master preferred in business management, marketing, IT, Systems management
  • Solid platform business operation experience with track record of success
  • Strong Commercial and technical knowledge of EV charging business operation
  • Strategic and analytical thinking – comfortable using analytics to identify market movement, competitiveness and influence decision making to help refining internal strategy
  • Strong knowledge of local mobility industry, experience in digital platform management, and ideally covering as many elements of the value chain as possible
  • Business operation or EV charging platform operation experience

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