Membership Operations Specialist

About the Role

We are looking for an Membership Operations Specialist to support the development, operation, and continuous optimization of our membership program in the U.S. market.

This role will focus on membership growth, CRM operations, customer engagement, marketing campaigns, data analysis, and store execution . The ideal candidate can develop operational strategies while also driving execution across stores and cross-functional teams.

Key Responsibilities

• Develop, operate, and continuously optimize the U.S. membership program, including registration, points, membership tiers, benefits, coupons, stored value, and referral programs;
• Develop and execute membership growth strategies, including customer acquisition, new customer conversion, repeat purchase, inactive member reactivation, and member win-back initiatives;
• Segment members based on purchase frequency, spending, purchase preferences, and engagement, and develop targeted strategies for different customer segments;
• Plan and execute membership campaigns such as Member Days, points redemption programs, birthday benefits, new product trials, limited-time offers, and holiday campaigns;
• Manage customer engagement channels such as SMS, email, and app push notifications, including audience targeting, content, frequency, and performance optimization;
• Monitor and analyze key membership and marketing metrics, including member growth, registration conversion, engagement, repeat purchase rate, average order value, member sales contribution, coupon redemption rate, and campaign ROI;
• Support CRM, CDP, membership platform, and marketing automation initiatives, including requirements gathering, functional testing, and user acceptance testing;
• Work closely with U.S. stores and cross-functional teams to implement membership campaigns and operational initiatives at the store level;
• Collect customer and store feedback and translate insights into actionable improvements;
• Continuously optimize membership and customer engagement strategies based on regional, store-level, and consumer behavior differences.

Qualifications

• 2–4 years of experience in membership operations, customer/user operations, CRM, loyalty programs, or a related field;
• Experience in food & beverage, coffee, tea & beverage, retail, consumer products, or other consumer-facing industries is preferred;
• Hands-on experience with membership programs, customer growth, customer segmentation, marketing campaigns, or retention/repurchase initiatives;
• Strong analytical skills and the ability to use data to evaluate operational performance and identify opportunities for improvement;
• Experience with CRM, CDP, loyalty platforms, or marketing automation tools is preferred;
• Experience with system requirements, functional testing, or user acceptance testing is a plus;
• Strong execution and project management skills, with the ability to move initiatives from planning to implementation;
• Understanding of U.S. consumer behavior, holidays, and applicable customer privacy considerations;
• Strong English communication skills, with the ability to independently communicate with stores, vendors, and technology service providers;
• Bilingual in Chinese and English

What We're Looking For

• Strong sensitivity to data and consumer behavior;
• Structured thinking and strong problem-solving skills;
• A hands-on approach—you enjoy both developing strategies and driving execution;
• Strong cross-functional communication and project coordination skills;
• An understanding of the U.S. retail and/or food & beverage consumer market;
• A proactive mindset with strong ownership and attention to detail.