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Career Overview
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Company: Review Corporation
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Department: Biz Strategy Office, CX Team / Team Lead
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Tenure: Aug 2014 now
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Key focus: End-to-end management of Review members and data-driven decision-making
Key Responsibilities
1. Building the CX Team
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Developed the CX role within the company
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Built member communication processes
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Established policies for overall member activity and membership
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Work type: 0 to 1 (PMF)
3. Member Data Analytics Management System
Set policies for data definitions and collection
Understanding member activity
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Derived improvement opportunities through experience analysis
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Managed monthly point payouts for members
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Work type: Optimization (Business impact)
2. Service Operations
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Advanced operational processes
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Managed member CS operations
Member activation
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Work type: Efficiency improvement (Internal impact)
4. Platform Revenue Model Development
In-service app-tech: activation strategy and revenue management
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Ran experiments and developed platform revenue models
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Executed branding initiatives tied to service improvements
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Built strategies to drive app usage
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Work type: 1 to 100 (Growth)
Featured Projects
portfolio
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Key Learnings from the Work
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In service operations, it is important to avoid a single-point perspective and maintain a broad view.
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Work approach: Customer data analysis customer interviews identify issues discuss root causes solve problems lessons learned.
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For platform revenue models: identify real-world constraints collaborate cross-functionally resolve related projects.
Outcomes
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Key metrics: Overall MAU increased by 27%+, and the number of applying members exceeded the goal by 17%+
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Primary metrics:
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Applications per member exceeded the goal by 4%+
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App-tech operation figures: 7,000 attempts / 8,000 successes
