Global Growth & Customer Experience Lead in London

Responsibilities 1. User Growth & Channel Management: Develop and execute global user acquisition strategies through various channels including social media, community, content marketing, partnerships, and online/offline events;

• Customer Service System Development & Optimization: SystemBuilding: Design and establish the company\’s customer service framework, including but not limited to implementing a ticketing system, knowledge base, community support channels, and SOPs. Team Enablement: Assist in recruiting, training, and enabling a team of support specialists to provide professional, efficient, and multilingual 24/7 customer support. Experience Monitoring: Implement user satisfaction tracking mechanisms (e.g., NPS/CSAT) to continuously monitor and improve support quality and user satisfaction. Feedback Loop: Systematically collect, analyze, and categorize user feedback and common issues. Collaborate closely with product and tech teams to drive product optimization and iteration, creating a positive \”user feedback ->product improvement -> user experience\” cycle;
• Product Operations & User Retention: Plan and implement operational plans for new feature launches and marketing campaigns (e.g., airdrops, trading competitions). Analyze user behavior data to continuously improve user activity and retention rates;
• Market Analysis & Insight: Monitor market trends, competitor activities, and user feedback to provide data-driven insights and recommendations for product iteration and operational strategy。

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