Online Tech Manager
1 month ago
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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