Deputy Manager - Retail Services

Job Function

E-commerce and Retail Management

Job Summary

The Assistant/Deputy Manager - E-commerce Service (E-commerce and Retail Management) drives the growth of the ecommerce business by enhancing customer experience and managing customer order, technology platform and infrastructural plans.

He/she is also responsible for generating data-driven commercial insights and managing relationships with partners for the business.

He/She works in a fast-paced and digitally-centric environment where he oversees the end-to-end commercialisation and operationalisation of the e-commerce business.

He/She is an energetic, collaborative and results-oriented team leader. He/She is technology-savvy with strong business acumen and is able to manage multiple projects effectively.

Job Responsibilities/Key Tasks(External)

Drive e-Commerce business growth
•    Analyse new market trends, business opportunities and market segments in global and local landscape
•    Implement eCommerce strategic and tactical programmes
•    Develop eCommerce campaigns
•    Drive eCommerce sales performance
•    Manage and review eCommerce operations and processes
•    Manage cross-functional partners on all aspects of the e-commerce business
•    Manage sales, promotions, marketing and social media campaigns and programmes over digital platforms

Drive technology and infrastructure enablement
•    Implement roadmaps for online store's functionality
•    Develop and manage technology disaster recovery plans
•    Manage, and measure performance of technology vendor relationships
•    Manage usage and maintenance of IT infrastructure and networks
•    Manage procurement and implementation of new technologies

Enhance e-Commerce customer experience
•    Lead with service vision
•    Review and maintain service operations
•    Foster service innovation
•    Optimise workforce for service excellence
•    Monitor and manage service brand
•    Analyse service quality and customer satisfaction

Generate data-driven commercial insights
•    Analyse past performance of collections, categories and campaigns to improve marketing effectiveness and Return on Investment (ROI)
•    Monitor and review data-mining and analytics tools
•    Manage application of data-driven insights to solve business problems

Manage customer order fulfilment
•    Define and revise order fulfilment policies and procedures
•    Oversee fulfilment activities against established procedures and service level agreement
•    Measure order fulfilment and customer satisfaction performance

Manage relationships with partners
•    Manage partnerships for service excellence
•    Evaluate operational policies, standards and procedures
•    Develop risk mitigation plans
•    Manage teams in the workplace

Job Requirements

Professional Qualifications & Relevant Experience

•    Diploma / Degree in any business -related field or with minimum 8-10 years of experience