Assistant Manager, Digital

Reporting to the Digital Products Lead, you will support digital transformation for the retail business in Singapore by continuously enhancing its digital ecosystem - Frasers Experience. You will work closely with internal and external stakeholders to build and maintain an engaging lifestyle application throughout its lifecycle. You will optimise customer experience, drive platform growth and deliver digital roadmap milestones while ensuring compliance with all IT policies.

Job Description

Project Management

• Provide support for the Singapore retail business unit's (BU) Frasers Experience digital ecosystem by defining, articulating and balancing the needs of various internal and external stakeholders.
• Apply agile methodologies to deliver key milestones within the stipulated project timeline.
• Establish, monitor and report on product performance to stakeholders and product owners.

Digital Platform & Products Management

• Conduct market research to identify customer needs, emerging trends, and competitor products.
• Analyse data and customer feedback to refine product features and user experience.
• Set clear objectives for product performance, and user engagement.
• Oversee the entire product lifecycle from ideation to launch, ensuring timely delivery.
• Collaborate with design and tech teams to define product requirements, features, and specifications.
• Prioritize product features and functionality based on business impact, customer needs, and resource availability.
• Ability to champion the design, build, enhancements and maintenance of FRx system features to support the current and future needs of the business.
• Work closely with business units to gather, understand, evaluate business requirements for new initiatives, change requests and enhancements.
• Has good knowledge of CRM, App and Digital solutions and is able to write technical specifications.
• Continuously monitor product performance, iterating on features and improvements based on user feedback.
• Work closely with UX/UI designers to ensure an intuitive and seamless user experience.
• Experienced in managing contracts, system vendors and service level agreements.

Customer Experience

• Refine customer's and merchant's experience by identifying gaps in each stakeholder's journey to optimise platform growth and provide seamless merchant on-boarding.
• Collaborate with stakeholders / product owner during the visioning and concept development phase, translate business needs into product requirements.
• Proactively manage external vendors while effectively collaborating with product owners to implement improvements throughout the digital ecosystem to drive platform performance metrics.

Risk Management and Compliance

• Ensure all aspects of the digital ecosystem adheres to Group IT policies, including data management best practices and Centre for Internet Security (CIS) benchmarks where applicable.
• Conduct regular risk assessments. Proactively identify policy gaps and, working with vendors and internal stakeholders to implement corrective action.
• Recommend SOPs and tech strategies to ensure member databases are relevant, accurate and securely managed in accordance with PDPA Guidelines.
• Coordinate the implementation of VAPT &  finalization of reports, plan for resolution timelines and ensure findings and risks are mitigated.
• Facilitate all internal audits by working closely with vendors and internal teams to support process audits, IT system audits and data audits.
• Perform the role of IT policy champion by supporting vendor and internal customers' questions relating to IT policies and compliance.

Key Qualifications

• Bachelor's Degree in any discipline
• Minimum 5 years of related experience
• Works well within a cross-functional team
• Effectively influence stakeholders while managing multiple initiatives with varying timelines
• Apt at aligning internal and external teams while on a common journey