# User Specialist (TRG Academy)

**Company:** TRG International 
**Department:** Academy
**Location:** Vietnam
**Remote status:** Hybrid

### **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!_

_This position is no longer accepting applications._