Key Responsibilities

• Build and support the rollout of official service websites and service app sections across multiple European countries, including preparation of all required materials and content.
• Manage and operate existing European service websites and service apps, ensuring:
• Timely updates for new product launches
• Creation, review, and publication of service-related articles (monthly cadence)
• Promotion of service campaigns and activities
• Develop and manage knowledge base content, including user manuals, repair information, pricing, benefits, and service processes.
• Support the regional service business operations, including online services, offline service coordination, and service readiness activities.
• Work closely with cross-functional teams (Service, Product, Marketing, IT, Regional Teams) to ensure smooth execution and alignment with business goals.
• Monitor and analyze self-service usage performance using Google Analytics and defined KPIs (click-through rates, service volume).
• Drive continuous improvement initiatives to increase self-service adoption and conversion rates.

Key Performance Indicators

• App Service Volume Click Rate
• Official Website Service Volume Click Rate
• Growth in self-service usage across service platforms

Requirements

• Bachelor’s degree or higher
• Fluent English is required; Chinese is a plus
• Mandatory experience in the consumer electronics industry
• Proven experience in knowledge management, digital service operations, or self-service platforms
• Strong cross-department collaboration skills with the ability to drive initiatives end-to-end
• Analytical mindset with experience using Google Analytics or similar tools
• Self-driven, results-oriented, proactive, and highly responsible
• Positive attitude, structured thinking, and strong ownership mentality