User Operations Director, Korea

Role Overview

The User Operations Director will partner closely with the General Manager to champion strategic planning and execution of CHAGEE Korea’s digital roadmap. As part of the Korea Leadership Team, this role will shape how millions of customers interact with our brand across 360 digital touchpoints in the market including Direct-To-Customer, eCommerce, media and partnerships, with the ultimate goal of turning insights and opportunities into scalable operational strategies that drive sustainable growth, efficiency and long-term brand advocacy. This role will also collaborate with other Head of Departments to help incubate the CHAGEE Korea culture now for the future.

Role Responsibilities

Strategic Leadership & Department Oversight

• Develop and lead the comprehensive User Operations and Digital CX strategy, aligning DTC, eCommerce, media and partnerships initiatives with broader corporate objectives. Foster synergy between the workstreams to deliver unified, seamless and consistent omni-channel customer experience.
• Translate customer and market insights into operational strategies that drive growth, efficiency and retention.
• Supervise, mentor and build a high-performing team, providing direct guidance to two team members to meet operational targets, KPIs and standards.

Direct-to-Consumer (DTC) & Mobile App Management

• Drive user acquisition and retention and daily/weekly active usage.

O2O & E-Commerce Management

• Optimize end-to-end operational processes and maximize commercial success within eCommerce platforms.

CRM, Data Enablement & Hyper-Personalization

• Ignite the CRM and customer lifecycle strategy to maximize Customer Lifetime Value (CLV), improve retention, and reduce churn.

Digital Partnerships & Ecosystem Expansion

• Identify, negotiate, and execute strategic digital partnerships to acquire new audiences.

Cross-Functional Leadership & Collaboration

• Collaborate closely with Marketing, IT, Operations and Supply Chain to maintain organizational alignment and drive cross-functional projects forward.

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.

Preferred Skills

• Bachelor’s degree required.
• 12+ years of progressive experience in User Operations, Digital Customer Experience, Digital Marketing or eCommerce roles, preferably within retail or tech-driven environments.
• Familiarity with F&B and/or Retail Industry is advantageous.
• Proven ability to structure complex problems, analyze data and synthesize insights into clear recommendations.
• Proven ability to navigate high-pressure situations. High intrapreneurial spirit requiring minimal supervision.
• Hands-on experience managing cross-functional teams, digital platforms, delivery operations, DTC models and partnerships.
• Solid understanding of modern digital tech stacks.
• Excellent business acumen, stakeholder influence and communication skills.
• Fluent in Korean and English.