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。● You will be responsible for operating integrated “store-as-warehouse” fulfillment centers and managing multiple delivery models—including next-day, early-morning, and instant delivery—to ensure stable and timely order fulfillment. ● Key Responsibilities ○ Operate fulfillment centers within stores, ensuring smooth picking, packing, and handoff processes. ○ Manage daily operations across multiple delivery modes and maintain service quality. ○ Establish basic operational standards and conduct routine quality checks. ○ Coordinate closely with logistics partners and store teams to improve on-time delivery and customer satisfaction. 职位概述 您将负责O2O超市“店仓一体”履约中心的整体运营，以及多种配送模式（次日达、黎明达、即时达）的日常管理，确保订单稳定、准时交付。 核心职责 负责在合作门店内建立并运营履约中心，保障拣货、打包、交接流程顺畅; 管理多种履约模式的日常运作，监控交付时效与服务质量； 制定基础操作规范，开展日常质检与问题改进； 协同物流服务商与门店团队，提升整体履约效率与客户满意度。
Design and implement user lifecycle management strategies for the e-commerce platform, responsible for enhancing overall user engagement, activity, and purchase depth. Analyze buyer data and behavior to identify trends and opportunities for increasing engagement and satisfaction. Collaborate with cross-functional teams, including marketing and customer service, to design and execute targeted campaigns and initiatives. Monitor and evaluate the performance of CLM projects, providing regular reports and suggestions for improvement. Utilize CRM tools to manage buyer interactions and personalize communication strategies. Ensure alignment of CLM activities with overall business objectives and customer experience goals.
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