Online Tech Manager

4 weeks ago

Singapore EAT WIDE AWAKE PTE. LTD. Full time
Role Description

This is a full-time on-site role for an Online Tech Manager (Ops) based in Singapore. The Online Tech Manager will be responsible for ensuring smooth operations of the e-commerce platform in Singapore and Hongkong, analyzing data to improve the customer experience, managing day-to-day operations, communicating with relevant stakeholders, and providing exceptional customer service to online customers.

Delivery Platforms:

Maintain good relations with 3P delivery partners. (i.e. Oddle, GrabFood, Deliveroo, foodpanda)

Handling all customer queries and feedbacks.

To track and monitor delivery platforms and apps are updated regularly.

Ensure all menus and product availability are updated accurately.

Ensure promotional campaigns are deployed effectively to all outlets.

Work closely with operations team to develop strategies for customer satisfaction and increase quality of customer care.

Examine and utilize data from sales and 3P delivery partners.

To track and monitor delivery platforms and apps are updated regularly.

Handling user experience issues with loyalty program, online and analysing/evaluating the results.

To examine and identify performance gaps and implement performance improvement plans.

Customer Support:

Handling all customer queries and feedback.

Handling user experience issues with loyalty program.

Develop strategies for customer satisfaction to increase the quality of customer care.

Internal Platforms

Ensure all menus and product availability are updated accurately.

Ensure promotional campaigns are deployed effectively to all outlets.

Backend portal management (i.e. Admin Console, Wagtail, Loyalty App, etc.)

Point-of-contact with engineers whenever an issue arises.

Middleware & POS Systems:

Maintain good relations with vendors.

Ensure systems are fully functional and optimising operations.

Point-of-contact with engineers whenever an issue arises.

Analytics:

Create, maintain and report out centralized dashboards for business, integrating financial, operational and consumer data.

Manage and optimize the current food forecast process to optimize for cost, and customer experience.

Perform project specific analysis for business initiatives, including new product launches, product or market tests and historical data analysis to support recommendations.

Work collaboratively with cross-functional teams (Operations, Marketing and Sales) by performing quantitative analysis and ad-hoc reporting to monitor performance and trends.

Analysing data from all online platforms to develop an optimized strategy for all brands.

Marketing:

Ensure promotional campaigns are deployed effectively to all outlets and online platforms.

To assist marketing team to develop and execute online marketing campaigns.

Qualifications:

Analytical skills to interpret complex data sets and inform decision making.

Operations Management skills to oversee the e-commerce platform and supply chain.

Excellent communication skills to liaise with internal teams and external stakeholders.

Customer service skills to ensure customers have a positive and seamless experience.

Experience with e-commerce platforms and processes.

Bachelor's degree in Business, Operations Management or relevant field.

Experience in the F&B industry is a must.

Flexibility and willingness to adapt to a fast-paced and dynamic environment.

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