City Shenzhen

Function Name SAM'S OPERATIONS

Employee Type Permanent/Regular

Years of Experience Required 5-10 Years

Business Format Support Center (Home Office)

Education Level Required Undergraduate

Job Description

Job Purpose
从会员视角统筹山姆全渠道、全旅程的体验管理,覆盖售前、售中、售后,将会员视角系统性嵌入山姆的营运管理、政策流程、培训赋能和数字化工具中,推动会员体验持续改善,提升会员满意度、信任感、续卡意愿和品牌口碑。

Key Responsibilities 
• 会员体验洞察与分析:整合NPS、售后满意度、会员反馈、门店暗访、区域反馈和竞争对手现场观察等信息,识别全店全渠道会员体验痛点、关键触点问题和改善机会,形成清晰的体验洞察和优先改善议题。
• 会员旅程与体验优化设计:围绕会员售前、售中、售后旅程,以及门店和线上关键触点,从会员视角进行体验优化设计和标准提升,推动相关改善事项在门店和相关业务团队中落地验证。
• 政策、流程、培训和系统的会员视角输入:协同相关团队优化政策流程与FAQ,转化培训内容,优化数字化工具和数据看板,确保内部管理要求能够转化为会员可感知、员工可执行的体验改善。
• 门店暗访与现场体验验证:定期以会员视角开展门店暗访,观察到店、停车、入口、楼面购物、试吃、餐吧、收银、服务台、售后、线上线下衔接等关键场景,识别真实体验断点,并输出改善建议和验证结果。
• 竞争对手体验研究与转化:持续观察竞争对手在售前、售中、售后环节的会员体验做法,提炼可借鉴的优秀实践,转化为山姆内部体验优化、流程改善、培训升级和系统工具优化的输入。
• 跨部门协同与改善闭环推动:联动相关团队推动体验问题从识别、分析、方案设计、落地执行到结果验证的闭环管理。
• 体验改善结果追踪与机制沉淀:建立会员体验改善追踪机制,关注NPS、售后满意度、关键触点满意度、续卡意愿、高频问题复发率、流程优化落地率、暗访改善验证率等结果指标,并沉淀可复制的体验改善方法和最佳实践

Qualifications
本科及以上学历,市场营销、工商管理、零售管理、服务设计、消费者研究、数据分析等相关专业优先
• 5年以上零售、会员体验、客户体验、服务运营、营运管理、消费者洞察或相关领域工作经验。有大型零售、会员制零售、连锁门店、互联网零售或服务型企业体验管理经验,以及有会员旅程设计、服务流程优化、NPS/满意度改善、门店暗访、竞品研究、培训内容转化或系统工具优化相关经验优先。
• 具备较强的会员视角和服务体验敏感度,能够从会员旅程出发识别体验痛点和改善机会。
• 具备良好的数据分析和问题诊断能力,能够基于NPS、满意度、会员反馈、暗访观察等信息提炼共性问题。
• 具备跨部门协同能力,能够推动各团队共同完成改善闭环。具备体验设计、流程优化和标准沉淀能力,能够将会员视角转化为政策流程、培训内容、系统工具和门店执行标准的优化建议。
• 具备较强的系统思考、沟通表达和项目推动能力,能够独立输出体验洞察、改善方案和复盘报告。
• 对零售行业、会员制零售、服务体验和竞争对手动态有较强敏感度。

Company Summary

Save Money. Live Better.

From Walmart’s humble beginnings as a small discount retailer in Rogers, Ark., Walmart has opened thousands of stores in the U.S. and expanded internationally. Through innovation, we're creating a seamless experience to let customers shop anytime and anywhere online, through mobile devices and in stores. We are creating opportunities and bringing value to customers and communities around the globe. Walmart operates over 11,500 retail units under 63 banners in 28 countries and e-commerce websites in 11 countries. We employ 2.3 million associates around the world.

Walmart International has more than 6,200 retail units, operating outside the United States with 55 banners in 27 countries. Walmart International operations stretch as far east as Japan, down south in Chile and everywhere in between with more than 800,000 associates serving more than 100 million customers every week.

Walmart China began in 1996 with the opening of a supercenter and Sam’s Club in Shenzhen. To date, Walmart operates a Global Sourcing Office, China's Global eCommerce headquarters, and stores under a number of formats and banners. Up to 31 Dec, 2018, Walmart has been operating over 400 retail units covering 190 cities nationwide; as well as running 8 distribution centers and 11 fresh products distribution centers.

Key Walmart (China) Co. Ltd. Facts 

Walmart has been operating in China for over 20 years with about 100,000 associates. Currently, Walmart operates a number of formats and banners in China including hypermarkets and Sam’s Clubs. Walmart now has been operating over 400 retail units covering more than 180 cities nationwide; as well as running 8 distribution centers and 11 fresh distribution centers.

Walmart Hypermarket

The Walmart hypermarket stores range from six thousand to over ten thousand square meters, and serve more than twenty thousand types of fresh foods, clothes, household appliances, grocery etc. The Walmart hypermarket provides one-stop shopping experiences for customers. Meanwhile, Walmart hypermarket attracts customers for the neighbouring small retailers and restaurants.

Walmart is not only committed to food safety and high quality, but also to the corporate mission “save people money, so they can live better”. Walmart hypermarket launched “Worry Free Prices” commodities in all stores nationwide, which saves customers from the trouble of price comparison. Meanwhile, Walmart hypermarket offers the popular commodity combinations and continual improvement of commodity display through market research while continually upgrading stores in order to enhance customers’ shopping experience, meet customers’ demands, and promote sales growth.

Sam's Club

Sam’s Club is a chain of high end membership-only clubs under the Walmart Family. Since the first Sam’s Club opened in Midwest City in Oklahoma State in April of 1983, Sam’s Club has a history over 30 years. At the beginning of 90’s, Sam’s Club started to enter international markets and has become one of the largest membership clubs around the world. At present, Sam’s Club has developed 800 chain clubs globally and provides superior service to over 50 million individual members and business members. The first Sam’s Club in China was opened in Shenzhen on August 12, 1996. So far, Sam’s Club has developed a total of 17 clubs in China which are located in Beijing, Shanghai, Shenzhen, Guangzhou, Fuzhou, Dalian, Hangzhou, Suzhou, Wuhan, Changzhou, Zhuhai, Tianjin, Xiamen and Nanjing. In the future, Sam’s Club will continue to expand investment in China, bringing quality life to more and more Chinese families.

A Sam's Club has an average shopping area of 20,000 square meters and offers bulk groceries and general merchandise. To satisfy customers’ needs for higher quality, Sam’s Club only provides either the best quality product in the category or the best-selling brand. The Club offers 4,000 high quality-to-price ratio items, including categories such as fresh, groceries, household appliances, home, apparel and etc. The Club saves customers from the trouble of product comparison, which also saves their time and money. The commodities sold in Sam’s Club usually come in large and simple composite packages, lowering the costs through purchasing in large quantities. Sam’s Club emphasizes on accessibility of the location. The clubs usually provide at least 1,500 parking spaces for its members.

Sam’s Club announced at the opening ceremony of its Longhua club on July 26, 2017 that it will pilot a compact model club to accelerate expansion in a more flexible, simplified and high-efficient way and plan to have 40 clubs nationwide by the end of 2020. In addition, it will invest 100 million yuan in launching “high value item project” to further demonstrate membership value through long-term high value savings.

E-Commerce Development

Starting from the end of 2010, Sam’s Clubs online store(www.samsclub.cn) launched Sam’s Club members online shopping direct delivery service in cities where Sam’s Clubs are located, including Shenzhen, Beijing, Shanghai, Fuzhou, Guangzhou, Hangzhou, Suzhou, Wuhan, Changzhou, Zhuhai, Tianjin and Xiamen.

Starting from October in 2012, Sam’s Club’s online store started to provide chilled and frozen food online, with specific same-day-delivery service in Shenzhen, Guangzhou, Shanghai, Beijing, Suzhou, Dalian, Wuhan, Tianjin and Xiamen. In the future, the chilled food direct delivery service will be extended to more areas. It is convenient for our members to buy hundreds of items covering fruit and vegetable, meat, egg, bakery, and the chilled and frozen at Sam’s Club E-commerce services.

In April 2014, Sam’s Club announced the launch of Sam’s Club App following the launching of Sam’s Club Wechat account in order to provide Sam’s members multi-shopping channels.

In May 2015, Walmart announced the launch of its hypermarket O2O platform “Walmart To Go” in Shenzhen.  The platform consists of the newly launched “Walmart” mobile shopping APP, “Service Center” in stores for self pick-up and multiple online & offline e-payment options.

Beginning from October 2016after entering into a strategic alliance to expand the breadth and convenience of online shopping options for Chinese consumers, Walmart and JD.com, China's largest e-commerce company by revenue, announced a series of exciting new ways for customers to access high quality products from around the world:

1Exclusive Sams Club Flagship Store on JD.com

2Exclusive Walmart Global Flagship Store on JD Worldwide

3Connection with JD Daojia to Provide 2-Hour Grocery Delivery from Walmart Stores in Select Cities

4Sams Club Global Stop Flagship Store on JD Worldwide

5ASDA Global Store on JD Worldwide

6Walmart Flagship Store on JD.com

Walmart aims to progressively integrate customers, stores and inventory to achieve in-depth integration of online platforms and offline stores so as to adapt to the new trends of retail transformation.

Further information about Walmart in China can be found at:

http://www.wal-martchina.com/

Culture

Walmart takes a keen interest in the impact its business has on the wider community and hopes to become an integral part of China’s economic development, creating jobs and economic stimulus and working hard to build a position as a trusted corporate citizen in China.

In China, as elsewhere, they follow four key beliefs: “Respect for the individual”, “Service to the customer”, “Strive for excellence” and “Act with integrity”. They have a firm tradition of building businesses one store and one customer at a time, so as to fulfil their core mission, and continue to make a difference in the lives of customers, members and associates.

https://www.linkedin.com/company/walmart/