Head of CRM & Retention Marketing, Taiwan

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 at 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 tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.  

Job Summary:

We are seeking a dynamic and strategic leader to take on the role of Head of CRM for Coupang Taiwan. This Director level role is crucial for our mission of deepening customer engagement, driving retention, and maximizing Customer Life Time Value. The right candidate will be responsible for developing and executing a comprehensive CRM and retention strategy that enhances our understanding of the customer on their journey on Coupang and leverages martech and data to deliver personalized and impactful experiences.

What You Will Do:

• Build and lead the CRM team in Taiwan.
• Lead strategic CRM development for Coupang Taiwan.
• Invest in MarTech and Data Analytics tools to elevate the capabilities of our team in Taiwan.
• Develop a strong approach to performance monitoring and optimization with regular reporting routines that drive results.
• We have high expectations for our growing Taiwan business and ultimately this person will deliver on our business goals for retention & LTV.

Essential Qualifications:

• 10+ years of experience in a CRM role with at least 5 years in a lead role.
• Extensive experience in building and leading high performance CRM & retention teams.
• A background in e-commerce or transaction led consumer tech businesses.
• Demonstrated ability to drive consumer behavior strategies that meet business goals and enhance LTV.
• A deep understanding of CRM strategies, customer segmentation and lifecycle management.
• A strategic thinker with analytical skills including experience of SQL, excel and other tools to mine data. 
• A proven track record in balancing tactical initiatives with long term strategies.
• Passionate about understanding how our customers relate to our business.
• Excellent communication skills with an ability to influence and collaborate effectively across teams.
• Experience leading product enhancements in MarTech / analytics to deliver higher reach and conversion goals.
• An engineering or statistics background is an advantage.