In the CX area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company.

We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impact people’s lives and experiences.

Didi Global's Vendor Strategy focuses on ensuring that the CX Team has the services necessary and properly tool to operate effectively, through the management of the entire lifecycle of vendor relationships over the long term, including identifying potential vendors, contract negotiation, performance management, and risk management aligned with the  CX’s goals and strategy.

• Responsible for developing and executing strategies to manage CX vendors relationships/ contracts (Call centers, Systems, Tools and Carriers);
• Prepare and present vendor recommendations, including business cases and cost-benefit analyses;
• Act as the focal point for internal and external escalations regarding performance, supplier relationship and/or  contract;
• Establish and maintain strong relationships with key vendors, acting as the primary point of contact;
• Build and manage Voice of the Vendor results for a recognition programme;
• Understand end-to-end processes impacting the operation (i.e., finances, capacity, workflows, etc.) and support the relevant stakeholders driving these efforts;
• Explore vendor experience opportunities to resolve blockers and grow;
• Work closely with the team to understand business challenges and provide data/analysis for better decision making;
• Define analytical approaches and metrics strategy to uncover new insights and formulate recommendations for demand distribution; 
• Conduct market research and analysis to identify potential vendors, industry trends, best practices, efficiency improvement and innovation;
• Establish connections and rituals with Procurement and IT to leverage synergies between functions, support performance management and identify opportunities for cost savings; 

• Bachelor’s degree Bachelor's degree in Business Administration, Supply Chain Management, Engineer or a related field;
• Experience in vendor management or customer services/ experience;
• Advanced English; 
• Experience in utilizing measurement tools and implementing vendor management office practices
• Exceptional interpersonal skills, communication skills, and negotiation skills.
• Project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Effective communication and interpersonal skills to build and maintain relationships with vendors and internal stakeholders.
• Critical thinking, must be customer focused and be able to solve complex problems
• Able to work with remote teams and across time zones.