User Operation Specialist

EBC Tech; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology company in Kuala Lumpur is seeking a User Operations Specialist to develop and execute user lifecycle strategies. This role focuses on new customer acquisition, existing customer retention, and performance analytics. The ideal candidate should have at least 3 years of hands-on experience in user operations, along with strong data analysis skills and proficiency in tools like Salesforce. Fluency in English and Mandarin is required for effective collaboration across teams and to drive business growth.

Qualifications

• At least 3 years of experience in user operations with knowledge of overseas markets.
• Ability to use data analysis tools for evaluating operational effectiveness.
• Strong logical thinking and data analysis skills.

Responsibilities

• Develop comprehensive user lifecycle strategies to enhance user activity.
• Conduct market research for user acquisition and conversion strategy.
• Utilize data analysis to improve existing customer retention.

Skills

User lifecycle management

Data analysis

Fluent in English and Mandarin

Team collaboration

Adaptability to new trends

Tools

Excel

SQL

Salesforce

Marketing Cloud

Job description

Responsibilities

• User Lifecycle Management: Develop and execute comprehensive user lifecycle strategies covering the entire process from new user acquisition and activation to retention, repurchase of existing users, and reengagement of churned users, aiming to enhance user activity and loyalty at each stage.
• New Customer Conversion Rate Improvement: Conduct market research and user behavior analysis to gain in-depth insights into overseas markets and user needs. Develop targeted strategies for new user acquisition and conversion. Optimize new user registration processes, plan and execute exclusive activities for new customers, and effectively increase the new customer conversion rate.
• Existing Customer Retention and Repurchase: Establish and improve systems for retaining existing customers and encouraging repurchases, including membership program design and exclusive activity planning for loyal users. Utilize data analysis to identify potential needs of existing users, enabling precise marketing to improve retention and repurchase rates.
• Data Analysis and Insights: Regularly monitor and analyze key user metrics, such as user growth, retention, repurchase, and churn rates. Based on data analysis results, provide deep insights into user behavior and market trends to support the optimization and adjustment of operational strategies, enabling data-driven, refined operations.
• User Feedback and Experience Optimization: Establish effective mechanisms for collecting user feedback, promptly address user feedback and complaints, and continuously improve user experience. Collaborate closely with cross-functional teams, including product and technology, to drive product enhancements and service quality improvements, meeting user needs and enhancing satisfaction.
• Perform any ad-hoc tasks assigned by superior.

Qualifications

• At least 3 years of hands‑on experience in user operations, with in-depth understanding of overseas markets and keen market insights. Proven experience in managing user lifecycles, with successful case studies in new customer conversion and existing customer retention and repurchase.
• Strong logical thinking and data analysis skills, proficiency in various user operation strategies and methods, and ability to use data analysis tools (e.g., Excel, SQL) for user data analysis and operational effectiveness evaluation. Familiarity with Salesforce and Marketing Cloud is required.
• Fluent in both spoken & written (English & Mandarin).
• Excellent teamwork spirit, with the ability to collaborate effectively with cross‑departmental teams (e.g., marketing, product, technology, customer service) to drive business growth. Strong organizational, coordination, and project management skills to efficiently execute and implement operational tasks.
• Curiosity about new trends, quick learning and adaptability to stay updated with industry developments and new technologies. Innovative mindset to continuously propose new operational ideas and methods, enhancing user operations effectiveness and business competitiveness.