Manager, D2c

Position Summary

This role will be involved into system & platform strategy, project roll-out & management and system operations best practice, ensuring all systems needs in setting up of Direct Brand Store are in place (eg. O2O system, POS, reporting and data management system).

This is a new regional opportunity, open to experienced professionals equipped with experience in retail systems (digital eCommerce and offline), and/or platform management space.

Role and Responsibilities
- Help ensure all systems needs in setting up of Direct Brand Store are in place, covering:

- O2O systems (EA and BOPIS needs)
- POS / MPOS/ Sales report systems
- Customer data management systems
- System needs to deliver best Purchase Experience and Support to create positive business impact
- Act as a bridge between IT vendor and Stakeholders/end-users of Project implementation, to deliver clear understanding
- [System/Platform Strategy] Collect business requests, establish business processes, plan services and design solutions.
- [Project Management] Enhance and roll out (development specification, timeline, budget) regional O2O and Retail system functionalities and advance the development of new functionalities.
- [System Operation] Launch tasks, manage incidents, enhance security and performance of infrastructure, improve performance (response time and accuracy of systems).
- Focus on delivering best possible UX and UI.
- Deliver reports on agency performance, including service level agreement and KPI evaluation
- Understand and identify critical platform issues/escalations and work with outsourced support team for resolution and RCA, and communicating with stakeholders.
- Support planning & implementation of O2O and Retail enhancement with HQ, Regional and Subsidiary stakeholders

KPI
- On-time delivery of system/platform enhancements & implementations
- Positive Voice-of-Customers (e.g. NPS score, CSAT score, ad-hoc survey feedback)
- Issue resolution within expected Service Levels

Skills and Qualifications
- Degree holder with 5-6 years’ of relevant working experience in retail systems (digital eCommerce and offline), and/or platform management space
- At least 2 years hands-on and operational experience on retail platforms (eg. SAP Hybris Commerce, Magento, Digital River)
- Highly analytical, results driven
- Possess can-do attitude and comfortable on hands-on responsibilities
- Proven interpersonal skills and communication/alignment skills
- Ability to translate end-user needs to clear briefs for IT system vendors
- Able to convey technical concepts in simple terms for stakeholders to understand issues.
- Motivated to create business impact through system/ technical experience (ideal)
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