User Operations Director

Role Overview:

The User Operation Director will be responsible for leading the User Operations department, which runs Chagee digital business for the SEA region. This role involves managing membership, private domain, channel operations, and O2O (online-to-offline) business, ensuring seamless user experiences and driving customer engagement and satisfaction. The ideal candidate will have extensive experience in user operations, strong leadership skills, and a deep understanding of digital business strategies within the retail sector, particularly in the food and beverage industry.

Role Responsibilities:

• User Engagement Strategy: Develop and implement comprehensive strategies to enhance user engagement and satisfaction, aligned with Chagee SEA’s business objectives.

• Digital Business Management: Oversee the digital business operations, including membership programs, private domain operations, and channel management.

• O2O Operations: Manage all O2O business activities, including delivery and other online-to-offline services, ensuring seamless integration and user experience.

• User Interaction Management: Oversee and manage all user interactions across various digital channels, ensuring a seamless and positive user experience.

• Data Analysis: Analyze user data and behavior to identify trends, preferences, and areas for improvement, providing actionable insights to inform user operation strategies.

• User Feedback: Collect and analyze user feedback to understand user needs and expectations, implementing changes to improve user experience.

• Community Building: Develop and manage user communities, fostering a sense of belonging and loyalty among users.

• Content Management: Collaborate with the content team to create and manage engaging content that resonates with users and enhances their experience.

• Performance Metrics: Monitor and analyze key performance indicators (KPIs) related to user operations, providing insights and recommendations for improvement.

• Budget Management: Develop and manage the user operations budget, ensuring cost-effective use of resources.

• Team Leadership: Lead, mentor, and develop a high-performing user operations team, fostering a culture of innovation and continuous improvement.

• Reporting: Prepare and present detailed reports on user operations activities, performance, and strategic recommendations to the Country General Manager and SEA User Operations Director.

Role Requirements:

• Extensive experience in user operations management, particularly within the retail or food and beverage sector.

• Strong strategic planning and organizational skills.

• Excellent communication, presentation, and interpersonal abilities.

• Proficiency in using user operations and analytics software.

• Outstanding creativity and attention to detail.

• Proven ability to manage multiple projects and meet deadlines.

• Strong leadership abilities and experience in team management.

• Knowledge of digital marketing trends and best practices.

• Ability to work collaboratively with cross-functional teams and external partners.