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Director , CE Excellence

Coupang

Coupang

Seoul, South Korea
Posted on Thursday, February 29, 2024

Role Overview

This role would be part of Retail Organization and will represent Customer to ensure we build a bar raising Customer experience. This role will involve working with multiple stakeholders and drive impactful project for improving customer experience. It will be a combination of Strategic initiative to develop new business strategies, Solve existing customer problems and eliminate defects within the processes. As a CE Excellence Leader, you will play a pivotal part in Coupang’s Retail (Rocket delivery) business. With sound judgement in Retail business, you will analyze complex problems and phenomena to identify root causes and solutions, and serve as a great leader, exceptional communicator, and negotiator (internal and External). In the key areas of Retail business you will focus on building solutions around key pillars of Selection, Pricing and Convenience to build a world-class customer experience. Our mission is to create a world where people ask, “how did we ever live without Coupang?”.

The right candidate will possess a strong product management background, will have demonstrated experience leading medium to large products and projects. You must be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. This means you are hands-on and not only able to develop and drive high-level strategic initiatives, but can also roll up your sleeves, dig in and get the job done.

Key Responsibilities

▪ Plan projects with high impact within Retail that are not limited to a specific category.

▪ 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.

▪ 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 interna;/external teams/companies.

▪ Show keen interest and excellent capabilities in terms of leadership, business analysis and decision making, negotiation, and operation. Set up standards for the metrics required for business operation, with an aim to deliver a world-class shopping experience. Provide and implement guidelines necessary for the overall business process ranging from sales, marketing, inventory, and P&L management.

▪ Achieve improvements through a systematic approach and utilize new opportunities without hesitation to drive business growth and enhance customer satisfaction.

What we are looking for

▪ Bachelor’s degree in computer science, Engineering, Business, Management, Marketing and Information Services or related quantitative fields

▪ Minimum 7+ years of product management or program management and overall 15 Years of experience.

▪ Strong understanding of retail system, including Customer buying journey and behavior

▪ Good understanding of P&L and Supply chain concpets

▪ Ability to influence the organization with strong and verifiable analytical skills

▪ Ability to lead, influence, communicate and work across organization

▪ Experience with building process, tools and systems

▪ Exposure to various methods of project managements

Preferred

▪ 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

▪ Experience in conducting an excellent negotiation with a high-level representative of a domestic/global company

▪ Ability to act rapidly and courageously without fear of failure