阿里巴巴Project Korea-Customer Operations Manager-Seoul

任职要求

● Qualifications
    ○ 5+ years of experience in digital user operations, e-commerce CRM, or retail tech.
    ○ Proven success in user growth or private-domain operations.
    ○ Strong analytical skills with experience using BI or behavioral analytics tools.
    ○ Excelle…

工作职责

As a Customer Operations Manager, you will lead end-to-end user lifecycle management for O2O supermarket platform, driving engagement, retention, and satisfaction through data-driven strategies and contextual campaigns.

● Key Responsibilities
    ○ Develop and execute user growth initiatives, including referral programs, new-user incentives, and reactivation campaigns.
    ○ Manage traffic acquisition and conversion across core channels (mobile app, mini-program).
    ○ Launch time-sensitive marketing campaigns (e.g., “Morning Breakfast Box,” “Late-Night Emergency Essentials”).
    ○ Post-purchase support, including complaint resolution and refund handling, to close the experience loop.
    ○ Partner with Product and Data teams to define KPIs (e.g., NPS, repeat purchase rate) and continuously optimize the user journey.

职位概述
作为用户运营经理，您将主导 O2O超市平台的用户全生命周期管理，通过数据驱动的策略和场景化运营，提升用户活跃度、复购率与满意度。

核心职责
制定并执行用户增长策略，包括裂变活动、新客激励、沉默用户召回等；
管理App及小程序等核心流量渠道的用户获取、转化与留存；
策划高时效性营销场景（如“清晨早餐包”“深夜应急补给”），提升即时需求满足率；
主导售后服务流程，高效处理客诉与退款，建立体验修复机制；
与产品、数据团队协作，定义关键指标（如NPS、复购率），持续迭代用户体验。