Senior Manager, User Operations Specialist

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Klook Travel Technology Limited (客路旅遊科技有限公司) (Hong Kong) Full time

About Klook

We are a leading travel technology company that believes in making travel more accessible and enjoyable for everyone. Our platform offers a wide range of experiences and travel services, and we're looking for a Senior Manager to lead our user operations team.

As a Senior Manager, User Operations, you will be responsible for establishing and monitoring company user operation metrics, planning and implementing the operation of our Customer Data Platform, and developing and implementing user growth strategies. You will also design and test strategies to enhance user engagement and conversion, and collaborate with our R&D team to create user profiles, user tags, and user event roadmaps.

What you'll do:

  • Establish and monitor company user operation metrics, ensuring an efficient operation system.
  • Plan and implement the operation of the company's Customer Data Platform.
  • Develop and implement user growth strategies, and understand the user acquisition, conversion, and retention funnel to optimize and improve the quality and quantity of user conversions.
  • Design and test strategies to enhance user engagement and conversion in different scenarios and functionalities, based on data analysis.
  • Translate business requirements into specific product requirements, and communicate with technology, product, and on-site teams to launch new features.
  • Lead the central team and collaborate with local teams to plan, execute, and implement user journeys.
  • Collaborate with the R&D team to create user profiles, user tags, and user event roadmaps and operation systems.

What you'll need:

  • Familiarity with the construction, maintenance, and use of at least one CDP platform.
  • Proficiency in the use and operation of at least one Marketing Automation (MA) tool.
  • Knowledge of user lifecycle management and membership system construction.
  • Excellent bilingual communication skills, with fluency in English.

Industry Experience:

  • Background in the e-commerce industry, preferably with experience in platform products, membership products, and operations.
  • Ability to work in a multilingual environment.

Position Experience:

  • Over 5 ~ 10 years of experience in user operations, with at least 3 years in a managerial role.
  • Proven track record of successfully leading large-scale user operation projects, with the ability to independently formulate and execute operational strategies.
  • Strong team management and cross-departmental coordination skills, capable of efficiently integrating resources to achieve goals.
  • Excellent data analysis and decision-making abilities, with the capacity to drive operational strategy optimization and improvement through data insights.

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