About this role
Responsibilities Strategic Leadership • Develop and lead the overall User Operations strategy, aligning O2O and DTC initiatives with broader company goals. • Translate customer and market insights into operational strategies that drive growth, efficiency, and retention. 2. Department Oversight • Supervise and mentor the O2O Manager and DTC Manager, ensuring operational targets, KPIs, and quality standards are met. • Foster synergy between the O2O and DTC functions to deliver a unified and consistent customer experience. 3. Customer Experience Optimization • Champion customer-centric thinking across all operations, ensuring a frictionless, responsive, and personalized user experience across all touchpoints. • Implement frameworks for continuous feedback, improvement, and customer satisfaction. 4. Operational Excellence • Streamline and optimize end-to-end processes within both O2O and DTC operations to improve efficiency, reduce cost, and enhance service quality. • Set and monitor key performance indicators (KPIs) across teams, using data-driven insights for decision-making. 5. Cross-functional Collaboration • Collaborate closely with Marketing, IT, Product, Store Operations, and Supply Chain to ensure operational alignment and drive initiatives forward. • Act as a central bridge between strategic planning and on-ground execution. 6. Digital & Data Enablement • Leverage technology and data analytics to identify trends, improve operations, and guide strategic direction. • Oversee the integration and scaling of digital tools that support O2O and DTC initiatives. 7. People Leadership • Build, manage, and inspire a high-performing User Ops team. • Encourage innovation, accountability, and a culture of continuous improvement. 8. Market Intelligence & Compliance • Stay informed on industry trends, customer expectations, and competitive benchmarks to keep Chagee ahead of the curve. • Ensure all user operations comply with relevant legal and regulatory requirements.
Qualifications • Minimum 7–10 years of experience in operations, customer experience, or eCommerce/digital roles, preferably within F&B, retail, or tech-driven environments. • Proven track record in managing cross-functional teams and implementing scalable customer experience strategies. • Strong analytical and strategic thinking skills; experience with data analytics platforms is a plus. • Excellent leadership, communication, and organizational abilities. • Hands-on experience with digital platforms, delivery operations, and DTC models. • Bachelor's degree in Business, Operations, or a related field (Master’s degree is a plus). • Fluent in Thai and English.