DGM - User Operations

Position Overview We are seeking an experienced, strategic, and data-driven Senior User Operations Manager – India Market to lead our user growth, retention, and engagement initiatives in India. This role will be instrumental in driving sustainable growth in both user scale and user value through deep consumer insights, innovative operational strategies, community building, and brand-led activations. The ideal candidate will bring 10–15 Years of experience with 5–10 years of relevant experience in user operations, with proven success in launching “zero-to-one” user programs in consumer electronics, internet, or automotive sectors, and possess strong expertise in both public and private domain platforms in the Indian market.

Key Responsibilities 1. User Growth & Acquisition Develop and execute a comprehensive user growth strategy for the Indian market, achieving new user acquisition targets across online and offline channels. Build and optimize user acquisition funnel models to improve conversion rates at every stage and reduce CAC (Customer Acquisition Cost). Demonstrate hands-on experience in building user growth systems from scratch, with the ability to rapidly validate and scale effective solutions. 2. User Segmentation & Precision Operations Leverage data analytics to scientifically segment users (e.g., new, active, dormant, churned) in the Indian market. Design tailored engagement strategies and communication plans for each user cohort. Establish a full user lifecycle management framework to enhance conversion from registration to purchase and long-term loyalty. Develop incentive mechanisms and membership benefit structures to boost user stickiness and activity. 3. Public & Private Domain Community Operations Build and manage online user communities from the ground up, including defining community guidelines, content calendars, and interaction frameworks. Drive community engagement through daily topic discussions, UGC incentives, exclusive perks, and fan interactions. Create seamless traffic conversion pathways from public domains (e.g., social media, influencer platforms) to private domains (e.g., WhatsApp groups, brand-owned apps). 4. Brand & Community Event Operations Plan and execute offline user events such as meetups, product experience sessions, fan festivals, and trial campaigns to deepen emotional connections with the brand. Establish regular touchpoints with target consumers through monthly/quarterly member-exclusive activities, premium user salons, and co-creation workshops. Manage end-to-end event execution—including concept development, budgeting, vendor coordination, on-site delivery, and post-event impact evaluation. 5. Membership Program & Loyalty Operations Design and launch VIVO’s membership program in India from scratch, including tier structure, benefits, points system, and progression paths. Continuously refine membership benefits (e.g., exclusive discounts, early access, enhanced after-sales service, birthday rewards, point redemptions) based on user needs and local market dynamics. Implement strategies to acquire, activate, retain, and upgrade members, driving both scale and engagement. 6. User Insights & Data Analysis Build robust user personas and segmentation models to inform product and marketing decisions. Monitor core KPIs (DAU/MAU, retention rate, conversion rate, LTV, membership penetration, community activity) and deliver regular performance reports. Validate operational hypotheses through A/B testing, user surveys, and behavioral analytics. Analyze community, event, and membership data to continuously optimize strategies and ROI.

Qualifications & Requirements Required Education: Master’s degree (MBA preferred) in Marketing, Business Administration, Data Science, Psychology, Sociology, or a related field. Experience: 5–10 years of professional experience in user operations, growth marketing, or related functions. Strong preference for candidates with user operations experience in smartphones or consumer electronics; experience in the internet or automotive industries is also valuable. Demonstrated success in building user operations systems from 0 to 1—especially in community building and membership program design. Prior experience operating in international markets, particularly India or South Asia, is highly desirable. Background working at multinational corporations or well-known global brands is a plus. Proven ability to use data analytics to drive decisions in community management, campaign optimization, and loyalty program refinement.

This role offers a unique opportunity to shape VIVO’s user ecosystem in one of the world’s most dynamic mobile markets. If you are passionate about building meaningful user relationships and driving growth through innovation and insight, we’d love to hear from you.