Director, Retail Excellence (Program Management)

Company Introduction

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce.

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact.

At Coupang, you will see yourself, your colleagues, your team, and the company grow every day. Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional trade offs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.

What you will do

1) Improving User Experience, 2) Shopper Insight driving selection improvement, 3) GMS growth through on-site activities.

You will focus on four key areas: 1) Plan and execute category level requirement to grow GVs, 2) Fashion level requirement to grow new customers and engage existing customers, 3) Identify innovative ways to create a customer loop which is having SDP banners, fashion landing pages, 4) Be the POC for both growth marketing and category teams and identify the best way to optimize the operational process.

Responsibilities

• As a leader, provide a strategic vision for the business, and build and develop strategic relationships with internal/external key partners based on thorough understanding of their interests.
• Define problem statements with a focus on the customer and explore initiatives to improve discoverability. 
• Build shopper insights to understand customer journey and use different marketing options to attract customer interest in fashion. 
• Plan new programs for better customer experience, define existing program issues, which are shared with stakeholder teams and present improvement plans.
• With leadership rooted outstanding judgement, break down complex problems into simpler components and analyze them to conduct seamless and successful cooperation with high-level stakeholders of internal/external teams/companies.
• Convince leadership and stakeholder teams to implement programs based on data-driven insights to get tech support.
• Set measurement criteria to deliver optimal results and analyze. Continuously monitor for improvement. 
• Build SOP and policies, and present process improvement to allow seamless operations between multiple stakeholder teams. Interview stakeholder teams to define requirements and handle issues. 
• Analyze and diagnose operation process in detail to identify defects and areas of improvement, provide suggestions, lead projects in planning, designing and implementing verification programs and processes for improvement, discuss with senior management and owner teams. 

Essential Qualifications:

• Bachelor's degree or higher (MBA, MS) preferred. 10+ years of experience in UX, business and project planning initiatives, leading and execution.
• Experience in Retail, E-commerce and project planning, Data analytical skills.
• Proficient business English skills.

Preferred Qualifications:

• Proficient business English skills. AI/ML experience is preferable. 
• Experience in taking on challenges and acting decisively to innovate existing practices in order to maximize customer satisfaction, which is our top priority
• Interest in technologies and experience in driving an initiative to simplify tasks and bring about changes through systematization
• Strong communication skills/experiences that help preparing persuasive and clear documents and providing ideas in a passionate and convincing manner

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.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below.
• https://privacy.coupang.com/ko/land/jobs/

Document Return Policy

• This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.
• A job applicant, who has applied but not been finally selected for a position at Coupang(the “Company”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant.
• A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit the request to the Company (Coupang Recruiting Team, Tower 730, 570 Songpa-daero, Songpa-gu, Seoul). In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail.
• In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all of his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection
• Act.Hiring may be restricted in case the legal qualifications required for hiring and work performance are not met.