DTC (Direct-to-Customer) Loyalty & Membership Manager, Vietnam

The Vietnam DTC (Direct-to-Consumer) Operations Manager will be responsible for managing the CHAGEE APP channel operations, member operations, and private domain operations for Chagee VN's direct-to-consumer initiatives. This role involves optimizing operational processes, enhancing user engagement, and ensuring seamless integration between online and offline channels. The ideal candidate will drive operational excellence and support the strategic objectives of the user operations department.

Key Responsibilities

• Channel Operations: Manage and optimize DTC channel operations, ensuring efficient and effective processes that enhance the customer journey across all touchpoints.
• Member Operations: Oversee the management of membership programs, ensuring member engagement and satisfaction through targeted CRM initiatives and programs.
• Process Optimization: Identify and implement process improvements to enhance operational efficiency and effectiveness.
• Data Analysis: Utilize data analytics to monitor and analyze operational performance, user behavior, and engagement metrics, providing insights for continuous improvement.
• Collaboration: Work closely with the regional UO lead and cross-functional teams to roll out campaigns
• Customer Experience: Ensure a seamless and consistent customer experience across all DTC channels, addressing issues promptly and effectively.
• Compliance: Ensure compliance with all relevant regulations and standards across operations.

Qualification

• 5+ years of experience with strong knowledge of DTC operations, membership management, and private domain management.
• Excellent analytical and problem-solving skills.
• Outstanding communication and organizational skills.
• High degree of accuracy and attention to detail.
• Proven ability to manage multiple tasks and deadlines.
• Experience in managing operations in a digital business environment.
• Fluent in English and Vietnamese Language