美团Keeta - 商家体验提升 Merchant Experience Improvement Specialist

1.Lead merchant-side analysis for food delivery business, supporting frontline operations in business understanding, marketing campaigns, product experience optimization, merchant research, and strategy formulation to enhance operational efficiency. 2.Identify business needs and build scalable indicator systems for scenarios including performance analysis, business monitoring, and team management. Design and maintain data dashboards and data products to improve data accessibility for cross-functional teams. 3.Conduct deep-dive analysis using advanced analytics tools/methods to uncover actionable insights, identify growth opportunities, and address critical business challenges to drive optimization. 4.Deliver thematic studies to provide data-driven recommendations for executive decision-making, product roadmaps, and business strategies. 5.Collaborate with cross-functional teams (Operations, Product, Engineering, Algorithms) to execute data-driven strategies and ensure measurable business impact. 1.负责外卖业务商家侧分析，支持前线的业务理解、营销活动、产品体验、商家研究、策略制定等，提升整体运营效率； 2.洞察业务需求，建设在经营分析、业务监控、团队管理等不同场景下的指标体系，搭建和维护数据看板，建设数据产品，提升前后线团队的数据使用效率和便捷性； 3.深入理解业务，运用数据分析工具和方法，挖掘数据背后信息，产生业务洞察，发现机会点，回答业务的关键问题，驱动业务优化迭代； 4.通过专题分析，对具体业务问题进入深入分析，为公司运营决策、产品方向、业务策略提供专业意见和信息输入； 5.与前线、运营、产品、算法、技术等团队协同合作，推进策略的落地执行，为业务结果负责。

1. 基于客户投诉率、客户满意度、骑手服务准时率等核心KPI，完成服务体验数据归因分析，设计并持续优化骑手服务流程。 2. 针对不同商家类型、配送品类与配送场景（高峰期、商圈、住宅区、写字楼）制定标准化SOP，提高标准化流程覆盖率 3. 对接客服团队，收集并分析骑手投诉与差评率，挖掘背后关键影响因素。梳理并开发服务话术、行为规范、礼仪举止等模块化内容，形成可量化、可复制的流程手册。 4. 基于骑手配送准时率、超时率、推单完成率、拒单率等指标，开展多维度数据监控与原因分析，产出专题报告，根据问题归因制定或修改骑手管控策略方案。 5. 针对异常问题场景进行by case分析，对异常案例快速响应，发现根本原因并给出对应的解决方案或处理流程，提升异常场景问题解决准确率并降低异常场景处理时效 6. 分析用户痛点与运营痛点，并制定改善策略，建立流程监控与反馈机制，通过数据分析、客户回访、骑手访谈等方式持续迭代；对异常案例快速响应并推动改进。 7. 跨部门沟通与项目推进，定期评估策略效果，推动跨部门（运营、质检、客服、HR、技术）协作落地，不断迭代优化。 8. 输出可视化看板与决策支持工具，或基于问题场景推动解决方法的产品化，并推动项目执行与资源投入。 1. Conduct service experience data attribution analysis and Design and continuously optimize rider service processes based on core KPIs, including customer complaint rate, customer satisfaction, and rider on-time service rate. 2. Develop standardized SOPs for various merchant types, delivery categories, and scenarios (peak hours, business districts, residential areas, office buildings), and improve the coverage of standardized processes. 3. Coordinate with the customer service team, collect and analyze rider complaints and negative review rates, and uncover key influencing factors behind them. Sort out and develop modular content such as service language, behavior norms, etiquette, etc., to form a quantifiable and replicable process manual. 4. Perform multidimensional data monitoring and root-cause analysis based on rider delivery on-time rate, overtime rate, order-push completion rate, and refusal rate; produce focused analytical reports, develop or modify rider control strategy plans based on problem attribution. 5. Conduct a case-by-case analysis of abnormal problem scenarios, identify the root cause, and provide corresponding solutions or processing procedures to improve the accuracy of abnormal scenario problem-solving and reduce the timeliness of abnormal scenario processing. 6. Analyze user pain points and operational pain points, and develop improvement strategies, establish process monitoring and feedback mechanisms, and continuously iterate through data analysis, customer follow-up, rider interviews, and other methods; Quickly respond to abnormal cases and drive improvement. 7. Cross-departmental communication and project advancement, regular evaluation of strategy effectiveness, promotion of cross-departmental collaboration (operations, customer service, and other collaborative departments) implementation, continuous iteration and optimization. 8. Deliver visual dashboards and decision-support tools or productize solutions based on problem scenarios; advocate for project execution and resource investment.

营销活动策略制定与闭环落地 1. 负责端内活动场景策划（如秒杀频道、领券中心、大促会场），制定主题、目标、玩法策略； 2. 支持商家侧活动策略制定与效果监控，推动站内资源、商户资源与玩法工具高效联动； 3. 全流程负责活动的策划、执行、数据评估与优化 用户增长场景深挖与新增长点探索 1. 通过数据分析洞察细分人群、品类机会、订单场景，结合用户消费路径挖掘潜在增长空间； 2. 打造品类专场、场景型会场（如“夜宵场景”、“下午茶场景”等）以满足多样化消费需求，提升GTV与用户粘性。 营销工具创新与产品推动 1. 探索适配本地消费习惯的新型外卖玩法（如动态满返、分享立减、随机立省等）； 2. 推动营销工具（如券包系统、秒杀引擎、权益中心等）在功能和体验上的持续优化； 3. 快速迭代、至少每周更新玩法机制或测试策略组合，结合数据反哺产品侧优化方向 Marketing Campaign Strategy and Full-Cycle Execution 1. Responsible for in-app campaign scenario planning (e.g., flash sale channel, coupon center, mega sale pages), including theme definition, goal setting, and mechanism design. 2. Support merchant-side campaign strategy development and performance monitoring, driving efficient synergy among platform resources, merchant participation, and promotional tools. 3. Own the end-to-end process of campaign planning, execution, performance evaluation, and optimization. User Growth Exploration and New Growth Opportunities 1. Identify segmented user groups, category opportunities, and order scenarios through data analysis; uncover potential growth opportunities along the user consumption journey. 2. Design category-focused and scenario-based campaign pages (e.g., “Late-night cravings,” “Afternoon tea moments”) to fulfill diverse consumer needs and improve GTV and user stickiness. Marketing Tool Innovation and Product Enhancement 1. Explore new food delivery mechanics tailored to local consumer behavior (e.g., dynamic cash back, instant sharing discounts, surprise savings). 2. Drive continuous improvement in marketing tools (e.g., coupon bundle systems, flash sale engines, perks centers) in terms of functionality and user experience. 3. Ensure rapid iteration—update gameplay mechanisms or test strategy combinations at least weekly—and use performance data to feed into product-side optimizations.

1基于客户投诉率、客户满意度、骑手服务准时率等核心KPI，设计并持续优化骑手服务流程。 2针对不同商家类型、配送品类与配送场景（高峰期、商圈、住宅区、写字楼）制定标准化SOP。 3梳理并开发服务话术、行为规范、礼仪举止等模块化内容，形成可量化、可复制的流程手册。 4协同商家运营、区域调度、客服及线下巡检团队，按需落地培训与考核，确保流程执行一致性。 5建立流程监控与反馈机制，通过数据分析、客户回访、骑手访谈等方式持续迭代；对异常案例快速响应并推动改进。 6定期输出流程评估报告，提出提升建议。 1Design and continuously optimize rider service processes based on core KPIs, including customer complaint rate, customer satisfaction, and rider on-time service rate. 2Develop standardized SOPs for various merchant types, delivery categories, and scenarios (peak hours, business districts, residential areas, office buildings). 3Create modular content—service scripts, behavioral guidelines, and etiquette—to form quantifiable, replicable process manuals. 4Collaborate with merchant operations, regional dispatch, customer service, and on-site inspection teams to roll out training and assessments as needed, ensuring consistent execution of processes. 5Establish process monitoring and feedback mechanisms; leverage data analysis, customer callbacks, and rider interviews to iterate procedures; respond rapidly to exceptions and drive improvements. 6Produce regular process evaluation reports and propose recommendations for further enhancements.