阿里巴巴Project Korea-Traffic Operation-Seoul

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。

Responsible for the design of supply chain marketing collaboration and sales planning products. By deconstructing traffic and marketing systems, connect business plans and goals with sales planning, marketing, and traffic promotion activities. Translate business objectives into sales plans that provide certainty for inventory planning, ensuring accuracy in sales forecasting and reliability in supply chain replenishment. Design systematic product solutions and establish a structured retail supply chain product system. Based on industry trends and business development goals, design scenario-based marketing tools and supply chain collaboration mechanisms. Drive cross-departmental resource integration to ensure product solutions are effectively implemented in key scenarios such as merchant operations and inventory management. Continuously enhance the certainty of marketing strategies, traffic mechanisms, and the supply chain system. Lead the construction of mid- to long-term product architecture. While ensuring product flexibility, build a scalable platform for supply chain marketing collaboration. Promote data standardization and process automation to develop industry-leading scenario-based solutions.

Support daily commercial operations for Local Korean market, including product management, pricing strategy execution, and promotion collaboration; Assist in monitoring sales data, analyzing operational metrics, and driving business goal achievement; Coordinate with category managers and cross-functional teams to implement supply chain, inventory, and order execution processes; Participate in the execution of commercial projects and process optimization to improve overall operational efficiency; Communicate and coordinate with suppliers and partners to ensure compliance and smooth transaction processes; Support the development of operational strategies and improvement plans based on market feedback.

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.