User Programs Specialist

About the Role

We are seeking a User Programs Specialist responsible for driving key performance indicators such as new user onboarding, engagement, retention, user recharges, and gifting activities. This role requires close collaboration with various teams to optimize user experience and operational strategies.

Key Responsibilities

• Analyze user behavior daily, focusing on engagement, spending, and recharge patterns to develop user segmentation and personalize operational strategies.
• Design and implement user-centric campaigns aimed at activation, retention, increased spending, and reducing churn.
• Work alongside product, channel commerce, and risk control teams to oversee third-party payment channels, enhance recharge processes, and address payment issues.
• Manage relationships with all user groups, including high-value users, ensuring prompt complaint resolution and improved overall satisfaction.
• Partner with overseas regional teams to devise and execute targeted strategies that promote user gifting growth in the ANZ region.

Qualifications and Skills

• Possess a bachelor's degree or higher.
• Minimum of one year experience in social media, livestreaming, e-commerce, or internet-related sectors.
• Self-motivated and adaptable to frequent changes, with a strong sense of ownership.
• Creative problem solver capable of delivering actionable solutions for complex challenges.
• Attention to detail with a commitment to accuracy and process standardization.
• Excellent communication skills, able to distill information to emphasize key insights and support effective cross-team collaboration.
• Ability to foster trust and build strong relationships with users, using insights to enhance business operations.
• Experience in data analysis and reporting, with a preference for data-driven decision-making.
• Proficient in utilizing Excel and Google Sheets for data management.