PR Manager

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...