I. Sales Center (including the Livestreaming Department, Customer Service Department, and Private-Domain Department)
Responsible for overseeing all of the company’s sales operations, reporting directly to the owner and adjusting business lines
In 2022, Douyin’s total market was RMB 500 million; in 2023, Douyin’s market was projected to be approximately RMB 1 billion
Set a sales target of RMB 200 million for 2023, including self-operated sales, private-domain sales, and influencer sales
Targets: RMB 53 million from Douyin self-operated sales, RMB 21 million from private-domain sales, and RMB 126 million from Douyin influencers
Based on the overall health supplements market last year, analyzed all competitors and formulated the following strategic adjustments for 2023:
Determined the key products for influencers and the self-operated livestreaming brand; optimized the people, products, and venues according to different scenarios; trained livestreamers on sales scripts; adjusted livestreamer shifts; continuously optimized performance targets; and continually moved closer to the established goals
Built a private-domain operations system covering evaluations, performance, sales, and personnel management, and took full responsibility for sales performance. Regularly reviewed results and provided feedback, promptly made adjustments, and established coordination with other departments. Users who could not complete purchases in the livestream room were promptly guided for continued follow-up, increasing the conversion rate by 10%
The Customer Service Department set a refresh time for after-sales orders and communicated with users immediately after they applied for after-sales service, maintaining store reviews and keeping the store’s rating high for nearly a year. The Private-Domain Department followed up with users who requested returns or refunds, called to ask about the reasons, patiently explained the situation, and attempted to retain them, ultimately reducing the return rate to below 20%
II. Summary of Achievements (Livestreaming Department, Customer Service Department, and Private-Domain Department)
Participated in setting a sales target of RMB 200 million during my tenure
Douyin self-operated sales achieved: RMB 30 million, accounting for 56.6%; private-domain sales achieved: RMB 15 million, accounting for 71.42%
Douyin influencer sales achieved: RMB 100 million, accounting for 79.36%; as of November 21—the total completion percentage
Before I joined, the department had a total of 12 employees
Total department headcount after joining: 24 people
Before joining: 4 account livestreamers and 3 livestream control operators; peak GMV was around 2 million
After joining: Restructured staffing and compensation, adjusted livestream hours, and other changes; monthly GMV reached 5 million+, an increase of over 200%. Ranked TOP 1 on the Chanmama sales leaderboard for multiple consecutive months.
Before joining: Return rate was 30%+; there were many influencers, internal and external competition, and constant conflicts between departments.
After joining: Maintained clear boundaries with influencers and within the company, aligned the overall sales team, and ultimately kept the return rate at around 15-18%.
Before joining: The sales department had no defined goals, unclear responsibilities, no growth trajectory, and no sales process.
After joining: Set sales targets, broke down performance assessment criteria, and established customer reception and sales processes. During my tenure, the sales team improved by 25-30% compared with previous years and met its targets.
