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CRM 데이터 분석을 통해 고객 생애주기 관리를 개선한 사례를 하나 꼽아서 말씀해주세요.

🎯 고객 생애주기 관리를 위한 데이터 분석의 실제 적용과 성과를 확인

고객 개인화 모델을 개발하고 배포한 경험에서, 모델의 정확도와 효용성을 어떻게 측정하고 평가했나요?

🎯 고객 개인화 모델의 개발과 평가 프로세스를 확인

마케팅 자동화와 고객 참여 플랫폼에 데이터 과학을 깊게 통합한 경험에서, 어떤 기술적인 도전을 겪었고 어떻게 해결했나요?

🎯 데이터 과학의 실제 적용과 기술적인 도전을 확인

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🎯 고객 생애주기 단계별 데이터 과학 솔루션의 성과 측정을 확인

실시간 데이터 파이프라인의 확장성과 안정성을 보장하기 위해, 어떤 기술적인 접근을 사용했으며 그 결과는 어떻게 측정했나요?

🎯 실시간 데이터 파이프라인의 기술적인 접근과 성과를 확인

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공고 내용

Director and Head of CRM Analytics and Science

Company Introduction

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading 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.

The role

Coupang Growth Marketing team is seeking a Director and Head of CRM Analytics and Science

to lead high-impact, data-driven initiatives that power our customer engagement and marketing ecosystem.

Your mission will be to scale and optimize how we interact with millions of customers. You will oversee data science strategy and execution across category growth, onsite marketing optimization, outbound channel optimization, and customer lifecycle management . This is a highly visible leadership role collaborating cross-functionally with engineering, product, and business leaders to build state-of-the-art personalization, targeting, and optimization models that accelerate customer lifetime value and growth

What you will do:

Leadership Strategy

· Define and execute the vision and technical roadmap for CRM, lifecycle marketing, and channel optimization data science initiatives.

· Build, mentor, and scale high-performing squads of data scientists and applied researchers, fostering an environment of technical excellence and continuous growth.

· Align data science strategy with broader Growth Marketing business priorities to drive measurable efficiency and revenue impact.

Impact Execution

· Lead the development and deployment of advanced machine learning models, personalization algorithms, and optimization frameworks across outbound channels (e.g., push, SMS, email) and onsite marketing surfaces.

· Drive data science solutions for customer lifecycle stages (acquisition, activation, retention, and churn prevention) and strategic category growth.

· Translate ambiguous marketing and growth challenges into structured data science problems, taking end-to-end ownership from initial ideation to productionization.

Cross-Functional Collaboration

· Partner closely with Product, Engineering, and Growth Marketing stakeholders to embed data science deeply into our marketing automation and customer engagement platforms.

· Act as a trusted advisor to senior leadership , communicating complex model mechanics and incremental business impacts clearly and effectively.

· Collaborate with core data infrastructure teams to ensure the scalability and reliability of real-time data pipelines required for marketing personalization.

Technical Excellence

· Set the gold standard for experimentation , measurement, and causal inference within the onsite marketing, CRM and lifecycle measurement domains.

· Ensure the scalability, robustness, and monitoring of production models handling massive scale and real-time decisioning.

· Stay ahead of emerging trends in AI, deep learning, NLP, and recommendation systems to continuously improve our marketing tech stack.

Basic Qualifications

· Undergraduate degree or higher in a quantitative discipline such as Computer Science, Statistics, Mathematics, Economics, Operations Research, or a related discipline

· 8+ years of experience in data science, machine learning, or advanced analytics.

· 5+ years of experience directly leading and managing high-performing data science teams.

· Proven track record of delivering measurable business impact (e.g., lift in conversion, retention, ROI) through production-grade machine learning models.

· Strong foundation in statistical modeling, machine learning, personalization/recommendation systems, and large-scale A/B testing.

Preferred Skills and Qualifications

· Experience in Growth Marketing/CRM Data Science: Deep familiarity with customer lifetime value (LTV) modeling, churn prediction, marketing mix modeling (MMM), incrementality testing, or audience segmentation.

· Advanced degree (MS or PhD) in a quantitative field such as Computer Science, Statistics, Mathematics, Economics, Operations Research, or a related discipline.

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