Customer Experience Manager

Job Description

Core Responsibilities:

User Insights & Market Strategy

• Conduct in-depth research on European users’ shopping habits, consumption preferences, and market trends to identify product and industry opportunities.
• Optimize traffic channels (e.g., search algorithms, recommendation engines) to enhance GMV and user engagement.
• Design and implement localized strategies to align with regional user behavior.

Loyalty Program & User Retention

• Develop and operate membership systems to improve customer loyalty, retention, and purchase frequency.
• Design tiered rewards, exclusive benefits, and personalized campaigns to drive repeat purchases.

Marketing Tools & Campaign Innovation

• Lead the development and iteration of platform marketing tools (e.g., flash sales, bundles, coupons) to boost order volume and average order value (AOV).
• Collaborate with cross-functional teams (product, tech) to enhance tool usability and ROI.

Qualifications:

Education & Experience

• Bachelor’s degree or above; preference for candidates with 3+ years in platform operations, integrated marketing, or user operations within the e-commerce or internet industry.
• Proven track record in managing standalone APP/PC operations, with a deep understanding of operational frameworks and methodology.

Skills & Competencies

• Data-driven mindset: Strong analytical skills to interpret user behavior data, A/B test results, and performance metrics. Proficiency in SQL, Excel, or BI tools is a plus.
• Strategic thinking: Ability to translate insights into actionable plans to achieve KPIs (GMV, DAU, conversion rate).
• Cross-cultural awareness: Experience in European markets or multilingual capabilities (e.g., English + European language) is highly preferred.

Soft Skills:

• Resilience to thrive in a fast-paced environment and manage multiple priorities.
• Excellent communication skills to align stakeholders across global teams.

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