Growth Analytics Sr Analyst

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

Team Overview

We are seeking a data-driven and strategic Senior User Operations Manager to drive growth and retention for our consumer-facing platform. In this role, you will be responsible for the full lifecycle management of our existing user base, designing targeted strategies to boost engagement, prevent churn, and maximize Customer Lifetime Value (LTV). You will play a pivotal role in optimizing our subsidy efficiency and ensuring a best-in-class user experience across our global ecosystem.

Role Responsibilities

1. Full User Lifecycle Management

• Architect and execute segmented and tiered operational strategies for existing users, based on the full lifecycle framework.

• Drive end-to-end operational plans covering retention, re-engagement, and win-back campaigns.

• Own core business metrics, including repeat transaction volume, order volume, and overall contribution from the existing user base.

2. Subsidy Strategy Design & Optimization

• Develop differentiated subsidy strategies and promotional cadences tailored to varying user tiers.

• Continuously optimize subsidy models and targeting rules via rigorous A/B testing and data analysis.

• Control subsidy costs effectively, maintaining accountability for ROI and the overall efficiency of the promotional budget.

3. Data Monitoring & Analysis

• Track and analyze key performance indicators, including Retention Rate, Purchase Frequency, Average Order Value (AOV), and Customer Lifetime Value (LTV).

• Proactively identify business anomalies and emerging trends, swiftly formulating actionable adjustment strategies.

• Systematize best practices, developing a reusable operational methodology and strategic framework.

4. Cross-Functional Collaboration

• Partner closely with Product, Marketing, Merchant Operations, Rider Operations, and global business units.

• Drive product feature iterations and ensure seamless execution of operational initiatives.

• Enhance the overall user experience by optimizing every touchpoint in the customer journey.

Role Qualifications

Education & Experience

• Bachelor’s degree or above.

• Minimum of 5 years of hands-on experience in C-end (consumer-facing) user operations within the Internet industry.

• Preference for candidates with prior experience in the Latin American (especially Brazilian) market or in the Local Services / Food Delivery sector.

Functional Skills & Methodology

• Proven expertise in user operation strategies with demonstrable success in designing and executing user retention, engagement, and loyalty programs from the ground up.

• Must possess a strong data acumen. Proficiency in SQL, Excel, and other analytical tools is essential for driving multi-dimensional data analysis to inform strategic decisions.

Soft Skills & Attributes

• Excellent cross-cultural communication and project coordination skills, with the ability to effectively collaborate with global teams.

• Highly goal-oriented with a strong sense of ownership and a growth mindset.

• Capable of thriving in a fast-paced, dynamic international business environment.

• Language: Fluent in English (written and spoken) with the ability to seamlessly engage with overseas business teams.

EEO Statement

• We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven - We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration - Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity - Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups-99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

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