Customer Growth Manager (CRM & Membership)

Company Introduction

Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.

Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Overseas” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.

We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”

Role Overview

Coupang Taiwan is looking for an extraordinary talent to join our marketing team to manage high-impact customer activation programs to deliver customer growth for the business. In this role, you will lead end-to-end strategies across the entire customer lifecycle—from aggressive new user acquisition to driving engagement and retention for our paid subscription members (e.g., WOW). This is a high-visibility role where your experiments will directly influence our growth trajectory in one of the world's most dynamic e-commerce markets.

What You Will Do

• Scale New Customer Acquisition: Design and execute data-driven campaigns to accelerate top-of-funnel growth, driving high-intent user sign-ups and first-time purchases.
• Boost Subscription Member Engagement & Retention: Develop tailored engagement and lifecycle strategies to increase active usage, order frequency, and long-term retention for paid subscription members.
• Design & Implement Lifecycle Programs: Lead end-to-end activation programs to deliver specific goals like Customer Growth, Category Penetration, and Customer Reactivation.
• Cross-Functional Execution: Work seamlessly with cross-functional partners (CRM channels, Operations, Performance Marketing, Product, and Analytics) to execute cohesive, multi-channel campaigns.
• Cohort Experimentation & Scaling: Devise innovative ideas to unlock growth for specific customer cohorts (e.g., lapsed buyers, high-value subscription users) and rigorously test them to identify winning levers that can be scaled.
• Customer Insights to Strategy: Collaborate with the Insights team to translate complex consumer behaviors into actionable marketing strategies.
• ROI & Governance: Partner with Finance to establish robust governance and ROI guardrails, ensuring marketing spend drives sustainable LTV and growth.

Basic Qualifications

• 5+ years of experience in Customer Acquisition, Paid Membership/Subscription Management, CRM, Loyalty Programs, or Marketing Program Management in an e-commerce or digital business environment.
• Strong analytical skills and a proven track record of data-based decision making throughout the entire user lifecycle (Acquisition > Activation > Retention).
• Independent and Entrepreneurial: Ability to build programs from 0 to 1 in a fast-paced, rapidly changing environment with minimal guidance.
• Strong ability to prioritize across multiple complex tasks and workstreams.
• Strong communication skills with high-level proficiency in both Mandarin and English.

Preferred Qualifications

• 5+ years of Marketing or Program Management experience directly related to New User Acquisition or Subscription/Membership Growth Programs.
• Hands-on E-commerce or B2C domain experience is strongly preferred.
• Data Independence: High degree of comfort managing and analyzing large, complex datasets independently. Well-versed in SQL or similar analytical tools to build, test, and validate customer growth hypotheses without heavy reliance on external analytics teams.

Recruitment Process and Others

Recruitment Process

• Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer

• The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.

• Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.

Details to Consider

• This job posting may be closed prior to the stated end date for application if all openings are filled.

• Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.

• Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.

Privacy Notice​

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:

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職務概述

Coupang Taiwan 正在尋找優秀的人才加入行銷團隊，負責規劃並執行高影響力的客戶活化（Customer Activation）計畫，推動業務成長。

在這個角色中，你將負責整個客戶生命週期（Customer Lifecycle）的成長策略，從新用戶獲取（Acquisition）、用戶啟動（Activation），到付費會員（如 WOW 會員）的活躍度提升、會員經營與留存（Retention）策略規劃與執行。

這是一個高度曝光且具影響力的職位，你所推動的各項實驗與成長計畫，將直接影響 Coupang 在全球最具活力的電子商務市場之一的成長軌跡。

工作內容

1. 擴大新客獲取規模（New Customer Acquisition）

• 設計並執行以數據為驅動的行銷活動，加速漏斗上層成長。
• 提升高意願用戶註冊與首次購買轉換率。

1. 提升付費會員活躍度與留存率（Subscription Growth & Retention）

• 為付費會員制定差異化的會員經營與生命週期策略。
• 提高會員活躍度、下單頻率與長期留存表現。

1. 規劃與執行客戶生命週期計畫（Lifecycle Programs）

• 主導端到端客戶活化專案，達成以下目標：
• 客戶成長（Customer Growth）
• 品類滲透率提升（Category Penetration）
• 沉睡用戶喚回（Customer Reactivation）

1. 跨部門合作與專案執行

• 與 CRM、營運（Operations）、績效行銷（Performance Marketing）、產品（Product）及數據分析（Analytics）團隊緊密合作。
• 整合多元渠道，執行一致且具影響力的行銷活動。

1. 客群實驗與成長機會探索

• 針對特定客群設計創新的成長策略，例如：
• 流失客戶（Lapsed Buyers）
• 高價值會員（High-Value Subscribers）
• 透過實驗驗證成效，找出可規模化推廣的成長槓桿。

1. 將消費者洞察轉化為策略

• 與 Insights 團隊合作，分析消費者行為與市場洞察。
• 將分析結果轉化為具體且可執行的行銷策略。

1. 投資報酬率與營運治理

• 與 Finance 團隊合作，建立完善的 ROI 衡量與管理機制。
• 確保行銷投資能帶來可持續的客戶終身價值（LTV）與業務成長。

基本條件

必備資格

• 具 5 年以上以下相關領域工作經驗：
• 客戶獲取（Customer Acquisition）
• 付費會員／訂閱制產品經營（Subscription Management）
• CRM
• 會員忠誠度計畫（Loyalty Programs）
• 行銷專案管理（Marketing Program Management）
• 具電子商務（E-commerce）或數位產業（Digital Business）相關經驗。
• 具備優秀的數據分析能力，並有透過數據驅動決策的成功經驗，涵蓋完整用戶生命週期：
• Acquisition
• Activation
• Retention
• 能夠在快速變動的環境中獨立工作，從 0 到 1 建立新專案與機制。
• 具備優秀的多工處理與優先順序管理能力。
• 具備優秀的中英文溝通能力。

加分條件

• 具備 5 年以上以下相關經驗：
• 新客成長（New User Acquisition）
• 會員／訂閱成長計畫（Membership & Subscription Growth Programs）
• 行銷或專案管理
• 具有電子商務或 B2C 產業實務經驗者佳。
• 具備獨立數據分析能力，能處理大型且複雜的數據集。
• 熟悉 SQL 或相關分析工具，能夠：
• 建立成長假設
• 設計測試方案
• 驗證實驗結果
• 在不依賴分析團隊的情況下，獨立推動客戶成長專案