Senior Ecommerce Operations Specialist

Objective of Role:

- Have a strong understanding of Operations Fundamental, especially O2O that can be implemented on DAY ONE with trackable success metrics.

- Lead with an innovative mind, testing and iterating on sale tactics O2O with customer demand and business goals.

- Continuously review commercial activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance for team.

- Identify customer demand and recommend to do planning & sale execution for upgrading on business achievement.

- Identify required resources, personnel and funding to achieve business result.

- Manage inter-functional relations to ensure synergy across the various department functions.

- Bear overall responsibility for the ongoing performance and raise the bar for higher result.

Main Responsibilities:

O2O Ecommerce Operation Strategy

- Transform business objectives and goals into E2E demand management including complete spectrum from customer to sale to delivery and proactively engage into business projects striving to deliver business result.

- Design, build and execute operation activities, implementing key changes across O2O channel.

- Drive innovative strategies that deepen our customer understanding, respond to changing from customer expectations to customer trustworthy and purchasing, capitalize on new opportunities and deliver world class O2O fundamental.

- Work with marketing, store, customer service and technical product to design, build and execute operation strategy, treating each customer touch point as a data point to further improve engagement, treat as key strategy to improve customer service, delivery lead time and customer satisfaction.

The Execution of Excellence

- Accountable for driving change across the organization to continually improve O2O business sale result.

- Ensure operational activities collaborated across business functions and from online to offline (and vice versa), consistently driving for process improvement to enable delivering end-to-end customer journey across stages, channels & touch points.

- Provide oversight and governance of product and category in continuous alignment with customer expectations.

- Devise key performance indicators that measure and track programs performance, delivering ROI on identified transformation opportunities.

- Interact at executive / senior management level, proactively advocating for solutions and managing the customer escalation processes.

- Manage end-to-end process of guiding business stakeholders through workshop & ideation sessions to solve complex customer problems.

- Maintain focus on delivering objectives using Agile principles, test and run quick experiments and utilize data and information to improve customer journey.

Basic Qualifications:

- Bachelor’s degree

- 7+ year of experience with large scale project management with a minimum of 5+ year executing on customer service.

- Proven ability to improve a FMCG operational management by recommending data-driven changes.

- Ability to quickly develop wide-ranging cross-functional partnerships and establish productive relationships to address complex problems.

- Ability to self-driven and problem-solve in sophisticated, ambiguous, or constantly evolving environments while balancing multiple workstreams.

- Experience in directly building, managing and developing a diverse team of varying experience levels.

- Critical thinking and result-oriented.

Preferred Qualifications

- Master’s degree

- Experience in a consumer company