O2o Operations Team Lead

**COMPANY DESCRIPTION**

As Singapore’s leading supermarket retail player and a household name close to all, we have grown with you over the years. It is now your turn to grow an exciting new career and fulfil your aspirations with us. Join us as we embark on a journey to make lives better for our customers, community, environment and employees.

At NTUC FairPrice, we offer you more than just a job. We are committed in giving our employees a rewarding career through comprehensive development opportunities. We promise a wonderful workplace culture with ample opportunities for growth at different levels of your career. Every of our 10,000 employees across Singapore is important.

If the prospect of working in an organization at the forefront of retail technology and innovation excites you, look no further.

Grow your career with us today and make a difference.**RESPONSIBILITIES**

FairPrice is currently hiring for an Operations Team Lead to join the O2O (offline-to-online) Grocery team under the Digital Business organization.

The Digital Business organization is responsible for serving the needs of our customers seamlessly across channels and verticals with one Everything Food digital experience. As part of the O2O Grocery team, you will be working with a team of highly motivated professionals across various functions to support the rollout of our innovative digital solutions.

You will be an advocate for FairPrice Scan & Go omnichannel solution, managing a group of part-time O2O Digital Ambassadors. You will play a key role in the O2O Grocery team, being the point of contact for the team to understand what is happening on the ground.

**Responsibilities**:
**HR & Coaching Tasks**
- Reviewing Digital Ambassador monthly rosters
- Provide on-job-training to O2O Digital Ambassadors
- Conduct timely training for store team on new in-app features and app-related campaigns
- Provide timely coaching to improve ambassador individual productivity and tabulate monthly incentive
- Work with HR business partners to recruit O2O Ambassadors and Attendants
- Ensure timely replacement of staff as required to avoid disruption in operations

**Operational Tasks**
- Conduct regular store visit to ensure all POSMs are up-to-date & service audits on cashiers to ensure they are actively reminding customers to use FP app
- Conduct regular store visit to ensure that Scan & Go processes and product are working as per SOP
- Assist in coordinating and organizing regular in-store activities and roadshows to drive publicity and user acquisition for FP App
- Work closely with the store team (chief cashiers, cashiers & attendants) to ensure the store team is well informed of all in-store app promotions & campaigns.

**Communication & Coordination**
- Act as first point of contact for store staff (e.g. Chief Cashiers, TLs) for omnichannel related queries and discussions
- Actively manning group chat and escalation of feedback on tech issues & customers from the stores to the various working teams
- Act as feedback channel for customer experience to Scan & Go team
- Actively engage customers & ground team to maintain a constant pulse and provide feedback to drive in-store and on-app enhancements to continuously improve customer experience
- Conduct regular cadences with chief cashiers to update & follow-up on operational tasks i.e. refunds, etc

**QUALIFICATIONS**
- Possess leadership qualities: lead by example, train and coach team
- Customer focused
- Outspoken and willing to approach customers, train new ambassadors
- Meticulous with good follow-up skills
- Effective communicator
- Diploma holder or 1-2 years of relevant working experience in a retail environment

**OTHER INFORMATION**
Working hours & location:

- 5-day work week, include working on weekends
- Required to be in stores to supervise ambassadors, in office for meetings and admin work