Role Summary

The User Specialist is a key role in TRG's Academy department, bridging user needs and the company’s digital products. This role focuses on driving user satisfaction, engagement, and growth through insightful community management, data-driven feedback collection, and innovative course content delivery. You will be responsible for fostering a loyal user base, engaging with users across multiple channels, and implementing growth strategies to increase engagement, retention, and reach through digital channels.

This position is ideal for a proactive and tech-savvy professional with a passion for user-centered growth, research, and engagement strategies. The role combines elements of community building, course management, and user engagement within a collaborative marketing-focused environment.

Key Responsibilities

• User Engagement & Retention: Act as the main point of contact for user interactions, responding to inquiries, gathering feedback, and ensuring a high level of satisfaction and retention. Build and nurture relationships to boost user loyalty.
• Community Growth & Development: Foster an active online community that encourages meaningful interactions, user-generated content, and discussions. Implement community-driven strategies to increase engagement and track progress.
• Growth Hacking & Research: Conduct market and user research to inform growth strategies, experiment with innovative marketing techniques, and analyze user data to identify opportunities for user acquisition and retention.
• Course Optimization: Oversee and pitch ideas for the new courses. Work alongside the Product Manager and Product Specialists on the setup, management, and optimization of online courses to deliver a seamless user experience. Use insights to improve course content, aiming for increased user participation and completion rates.
• Manage the LMS: Oversee the standard and management of users and courses within the Learning Management System (LMS). Including but not limited to a ccount management and enrolment in alignment with B2B and B2C user policy, Granting user roles (account admins, group analyst, etc.), Course bundle and category management, Enhance front-end user engagement using third-party apps (PowerUps).
• Feedback Analysis & Implementation: Regularly gather, analyze, and respond to user feedback, working closely with marketing and product teams to translate insights into actionable improvements.
• Social Media Strategy Support: Utilize user insights to inform social media and content strategies, collaborating with the marketing team to boost engagement, reach, and conversions on digital channels.
• Cross-Departmental Collaboration: Collaborate with marketing, development, and content teams to integrate user feedback into product updates and marketing initiatives, enhancing overall user experience and satisfaction.

Required Skills & Experience

1. Essential:

• 1-2 years in a user engagement, community management, or user growth role, preferably with experience on online learning platforms or similar digital platforms.
• Strong understanding of user experience (UX) principles, customer service best practices, and growth hacking techniques.
• Experience with CRM systems, online course management tools, and survey platforms.
• Excellent communication and interpersonal skills for engaging effectively with users.
• Ability to collect, analyze, and translate feedback into actionable insights for continuous improvement.

2. Preferred:

• At least 1 year of experience working in a marketing or digital agency environment.
• Familiarity with community management strategies and social media engagement tools.
• Proficiency in data analysis tools to inform marketing decisions and growth initiatives.

Behavioral Competencies

• Empathy: Understands user needs, providing solutions that enhance the user experience.
• Proactiveness: Anticipates and addresses issues before they arise, taking initiative in engaging users and community members.
• Adaptability: Stays flexible in responding to evolving user needs and feedback.
• Attention to Detail: Manages user interactions, course setups, and community activities with care and precision.
• Continuous Improvement: Continuously seeks ways to enhance the user experience and grow the community.

Benefits

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and creative team.
• Room for growth and professional development within the company.
• Top 1% Arabica coffee beans and other refreshing beverages from our F&B brand downstairs - PJ’s Coffee, just for you, and it’s on the house! No more wasting your money on morning coffee!
• 16 paid days off per calendar year for Vietnamese staff and 2 additional paid holiday days off for Christmas (24th & 25th December)
• TRG will pay full social insurance based on your salary even during your probation period. And your probation pay is equal to your official salary.
• Working with our Diverse and Inclusive TRG community with colleagues WFA from across the globe
• Multiple (12+) networking/collaboration/learning/training events each month
• Free access to our library (1000+ books and still counting), multiple online training portals/ universities/ academies
• Get coached by TRG’s founder and CEO or other experts in our coaching and mentoring network.

Recruitment Process

Apply via our Career page --> Pre-hire assessments & Hireflix screening interview (received via email right after your application submission on our career site, please complete them within 3 days) --> HR round --> Line Manager round

This is an exciting opportunity for a motivated individual who wants to impact user satisfaction and growth in an innovative learning environment. If you thrive in a user-focused, growth-oriented setting, we'd love to hear from you!