Main Responsibilities:

1) Has a thorough understanding of digital operations and uses that knowledge to improve agility, efficiency, and automation of our digital customer engagement platforms as well as scaling, optimizing, and orchestrating them across systems to provide our customers with a meaningful and consistent digital experience

• Manages digital customer engagement channels(i.e. KaKao Talk, Sales Force Marketing Cloud email, chatbot, EpiCX, etc.) and enhances their efficiency, automation as well as omnichannel orchestration
• Sets up Kakao Talk campaign, menu as well as content logic
• Monitors and reports daily calls in CRM as well as weekly Kakao Talk/CRM user updates

2) Works closely with cross-functional internal stakeholders to understand digital customer engagement execution gaps and deliver initial hands-on training according to local customer needs

• Plans and delivers initial Digital customer engagement hands-on training & support(i.e. KKT, eMail, remote engagement, EpiCX, etc.)
• Successful hand-over and transfer of training & resources ownership to internal stakeholders to enable internal self-learning networks
• Helps to identify internal digital customer engagement skills & capability gaps and translating them into high-quality training

Requirements:

• Bachelors degree
• MBA or other related graduate-level degree is preferred
• At least 7 years experience in digital operations, digital transformation, customer experience, or any other directly related field
• Fluent in Korean and English
• Be obsessed with solving customer needs through exceptional digital customer experiences
• Ability to influence and help people shift their mindsets
• Pioneer mindset with a high degree of curiosity and the eagerness to push boundaries
• Embrace change attitude and proven willingness to take risks
• Creates an environment of strong team spirit, inspiration, and collaboration