客户运营Client Operations

饶骏文 JunwenRao

本科毕业于英国兰卡斯特大学经济学。在校期间与华人学联合作多次组织筹办大型活动，于美图公司海外产品部门实习后尝试独自创业跨境二手奢侈品销售积累实战经验。毕业后在本地培训机构壮才教育担任客户运营、授课老师。在以上多次项目参与经历后培养了较为丰富的谈判、销售技巧与商业思维。I graduated from Lancaster University in the UK with a degree in Economics. During my studies I worked with the Chinese Students and Scholars Association to organise several large-scale events. After an internship in Meitu's overseas product division, I started my own cross-border business reselling second-hand luxury goods to build hands-on experience. After graduating, I took on client operations and teaching at Zhuangcai Education, a local training institution. Across these experiences I've built solid negotiation, sales and business skills.

经济学 BSc · 兰卡斯特大学BSc Economics · Lancaster University
英语可作为工作语言English as a working language
可接受出差Open to business travel

864026720@qq.com 18089658181

成果速览Selected Results

试听转化率Trial-to-paid conversion

40%

55%+

优化前Before 优化后After

+15pp 提升Lift

通过试听体验、学习计划与阶段目标展示，缩短新用户决策周期Shortened new-user decision cycles via trial lessons, tailored study plans and visible milestones

壮才教育Zhuangcai Education

查看数据View data

试听转化率Trial-to-paid conversion
优化前Before	40%
优化后After	55%+
提升Lift	+15pp

在读学员续费率Enrolled-student renewal

90%+

学习进度反馈、阶段成果同步与异常情况主动跟进Progress feedback, milestone syncs and proactive follow-up on anomalies

壮才教育Zhuangcai Education

查看数据View data

在读学员续费率Enrolled-student renewal
在读学员续费率Enrolled-student renewal	90%+

退费率Refund rate

≤5%

持续跟踪学员学习状态，问题前置处理Continuous tracking of study status, with issues surfaced early

壮才教育Zhuangcai Education

查看数据View data

退费率Refund rate
退费率Refund rate	≤5%

上架转化Listing-to-sale

累计上架Items listed 75

成交订单Orders closed 42

成交率 56%Close rate 56%

跟踪海外平台价差制定选品与定价策略Sourcing and pricing set against overseas platform spreads

跨境转售项目Cross-border resale

查看数据View data

上架转化Listing-to-sale
累计上架Items listed	75
成交订单Orders closed	42
成交率Close rate	56%

平均毛利率Average gross margin

30%

对接当地二手实体店货源，压缩采购成本Local consignment sourcing kept acquisition costs down

跨境转售项目Cross-border resale

查看数据View data

平均毛利率Average gross margin
平均毛利率Average gross margin	~30%

订单来自私域精准触达Orders from private-channel outreach

80%+

小红书、闲鱼引流至私域，按品牌与预算建立用户标签Xiaohongshu and Xianyu traffic funnelled into private channels, tagged by brand and budget

跨境转售项目Cross-border resale

查看数据View data

订单来自私域精准触达Orders from private-channel outreach
订单来自私域精准触达Orders from private-channel outreach	80%+

关于我Profile

我的关注点是：海外用户到底怎么用产品，以及数据在哪里说了实话。What I care about: how overseas users actually use a product, and where the data tells the truth.

英国兰卡斯特大学经济学本科，具备美图海外产品运营实习与跨境电商独立运营经验。熟悉海外产品体验、竞品研究、用户洞察及内容趋势跟踪，兼具数据分析与跨文化沟通能力。Economics BSc from Lancaster University, with product operations experience at Meitu and a self-run cross-border commerce business. Comfortable across overseas product experience, competitive research, user insight and content-trend tracking, backed by data analysis and cross-cultural communication.

经济学训练让我习惯先看结构再看结论：需求从哪来、价格由什么决定、一个指标变化背后是行为变了还是口径变了。做跨境转售时，这套方法直接决定了选品和定价；做产品运营时，它帮我把零散的用户反馈收敛成可执行的优化项。Economics training taught me to look at structure before conclusions: where demand originates, what sets price, and whether a moving metric reflects changed behaviour or a changed definition. Running cross-border resale, that method drove sourcing and pricing directly; in product operations, it helps me collapse scattered user feedback into changes a team can actually ship.

经历Experience

壮才教育Zhuangcai Education

客户运营 / 授课老师Client Operations / Course Instructor

在日常客户沟通中持续收集用户对课程服务的反馈，对高频问题分类整理并同步相关团队，为服务流程及产品体验优化提供依据。Collected feedback on course services through ongoing customer conversations, classified high-frequency issues, and routed them to the relevant teams as input for service and experience improvements.
针对新用户决策周期长、信任度不足的问题，通过让家长参与试听、参与课堂师生互动，学习计划制定及阶段目标展示优化体验，推动试听转化率由约 40% 提升至 55% 以上。Addressed long decision cycles and low initial trust among new users by involving parents directly — sitting in on trial lessons and in-class teacher-student interaction — alongside tailored study plans and visible milestone goals, lifting trial-to-paid conversion from roughly 40% to above 55%.
持续跟踪学员学习状态，通过学习进度反馈、阶段成果及异常情况，汇总并在每节课后同步给家长客户，主动跟进提升满意度，在读学员续费率维持 90% 以上，退费率控制在 5% 以内。Tracked study status continuously, compiling progress feedback, milestone results and anomalies into a summary shared with parents after every lesson, with proactive follow-up to raise satisfaction — holding enrolled-student renewal above 90% and refunds within 5%.

试听转化率变化Trial-to-paid conversion

40%

55%+

优化前Before 优化后After

+15pp 提升Lift

90%+ 续费率Renewal

≤5% 退费率Refunds

查看数据View data

试听转化率变化Trial-to-paid conversion
优化前Before	40%
优化后After	55%+
续费率Renewal	90%+
退费率Refunds	≤5%

美图公司Meitu Inc.

海外产品运营实习生Overseas Product Operations Intern

产品体验与测试：参与 Wink 海外市场日常产品运营，围绕海外用户场景开展产品体验、功能测试与反馈收集，归纳流程、交互及功能问题并协助提出优化建议。Product testing: supported daily operations for Wink in overseas markets — ran product walkthroughs and feature testing against real overseas scenarios, then documented flow, interaction and functional issues with proposed fixes.
竞品与版本研究：持续跟踪 CapCut、Meitu、InShot 等海外影像产品，从核心功能、AI 能力、用户体验、内容玩法及商业化维度拆解，整理重点版本变化并输出竞品调研材料。Competitive research: tracked CapCut, Meitu and InShot across core features, AI capability, UX, content formats and monetisation; summarised key release changes into competitive research briefs.
海外用户洞察：跟踪 TikTok、Instagram、YouTube 内容趋势，整理海外用户在视频美化、AI 修图及短视频创作场景下的需求与内容偏好，为产品运营及内容策略提供参考。User insight: monitored content trends on TikTok, Instagram and YouTube, mapping overseas user needs and preferences in video beautification, AI retouching and short-form creation to inform product and content strategy.

研究覆盖Research coverage

竞品Competitors

CapCutCapCutMeituMeituInShotInShot

内容平台Platforms

TikTokTikTokInstagramInstagramYouTubeYouTube

拆解维度Dimensions

核心功能Core featuresAI 能力AI capability用户体验UX内容玩法Content formats商业化Monetisation

二手奢侈品跨境转售项目Cross-Border Second-Hand Luxury Resale

独立运营Independent Operator

市场与选品：跟踪 The RealReal、Vestiaire Collective 等海外平台价格与库存，结合国内需求分析价差，制定选品与定价策略并对接当地二手实体店货源。Market and sourcing: tracked pricing and inventory on The RealReal and Vestiaire Collective, analysed spreads against domestic demand, and set sourcing and pricing strategy while securing supply from local consignment stores.
用户与渠道运营：通过小红书、闲鱼等渠道引流至私域，按品牌偏好、款式与预算建立用户标签，进行针对性推荐与需求匹配。Channel operations: drove traffic from Xiaohongshu and Xianyu into private channels, then tagged users by brand preference, style and budget for targeted recommendations.
项目成果：累计上架 75 件、成交 42 单，平均毛利率约 30%；超过 80% 订单来自私域精准触达，并实现复购与转介绍。Outcome: listed 75 items and closed 42 orders at roughly 30% average gross margin; over 80% of orders came from private-channel outreach, with repeat purchases and referrals.

上架到成交Listing to sale

累计上架Listed 75

成交订单Closed 42

成交率 56%Close rate 56%

~30% 平均毛利率Gross margin

80%+ 私域订单Private channel

查看数据View data

上架到成交Listing to sale
累计上架Listed	75
成交订单Closed	42
平均毛利率Gross margin	~30%
私域订单Private channel	80%+

兰卡斯特大学中国学生学者联谊会Lancaster University CSSA

活动策划 / 外联Events & External Relations

参与创办“鹿鸣音乐节”及策划 2023 华人春晚，协助嘉宾邀约、活动统筹与现场执行。Co-founded the “Luming” music festival and planned the 2023 Chinese New Year Gala, supporting guest invitations, event coordination and on-site execution.
参与对接中国驻曼彻斯特总领馆相关代表及当地政商嘉宾，积累跨文化沟通与对外协作经验。Liaised with representatives of the Chinese Consulate-General in Manchester alongside local business and government guests, building cross-cultural and external-relations experience.

教育背景Education

兰卡斯特大学Lancaster University

经济学 BScBSc Economics 2021.10 — 2024.07Oct 2021 — Jul 2024

核心课程Core coursework

宏观经济学Macroeconomics 微观经济学Microeconomics 计量经济学Econometrics 国际贸易International Trade 博弈论Game Theory 货币经济学Monetary Economics 公共政策分析Public Policy Analysis

£5,000 奖学金Scholarship

专业技能Skills

产品运营Product Operations

产品体验Product experience
功能测试Feature testing
用户反馈User feedback
竞品分析Competitive analysis
版本研究Release tracking

海外运营Overseas Growth

海外用户洞察Overseas user insight
TikTokTikTok
InstagramInstagram
YouTubeYouTube
跨文化沟通Cross-cultural communication

数据与工具Data & Tools

ExcelExcel
PowerPointPowerPoint
StataStata
Python 基础Python (basic)
Jupyter NotebookJupyter Notebook

语言Languages

中文 · 母语Chinese · Native
英语 · 可作为工作语言English · Working proficiency

正在寻找工作机会Open to job opportunities

如果你的团队缺少一位英语可作为工作语言，掌握销售技能，洞悉市场规律，具备管理、谈判等多元化能力的员工，也许我会是一个不错的选择。If your team needs someone who can work in English, brings sales skills, reads market dynamics, and has diverse abilities in management and negotiation, I might be a good fit.

邮箱Email 864026720@qq.com

电话Phone 18089658181