Job Description & Requirements
Keyrus is an international consulting firm, specializing in the integration of data intelligence and Digital solutions. With over 3000 employees spread across 26 countries, Keyrus continues to deliver on such projects to a wide range of clients from various industries including but not limited to Banking/Finance, Healthcare/pharmaceuticals, FMCG, Oil & Gas, and more.
As part of Keyrus’ solution delivery, we are also in a position to recruit and place technical consultants to complement on existing client projects with their expertise. As such, we seek innovative and agile people to support ambitious and forthcoming technological challenges.
The team in Singapore is currently looking for a Senior Ecommerce Operations Manager to support APAC Markets on the online platform as well as providing technical input on regional and local ecommerce projects for the Group.
You will be the go to person in the region for any support request that comes from an APAC country and you will be answering these requests in a timely and efficient manner. Indeed, this role is key to ensure the stability of the ecommerce platform and support the ambitious growth of our client's online sales platforms.
Moreover, You will also be part of the Global Digital Technical team where you will need to collaborate with Global on knowledge sharing/ Issue resolutions/ Escalation. You have to foster collaboration with various ecommerce team members across countries with different expertise. Collaboration work and Team player are really the keys here to be succeed in this position.
Role and Area of Responsibilities :
1. Support APAC Markets on eCommerce Platform Issue/Operation:
a. Provide first level support to APAC markets for the ecommerce system. Coordinate and collaborate with internal and external resources via ticketing system. Provide outstanding, rapid-response email and phone based technical support.
b. Assist the market on issues, and take the lead if certain critical action is required on the websites configurations across APAC or globally for some cases.
c. Escalate unresolved issues if required, while maintaining ownership of issues through resolution.
d. Provide frequent follow ups and status updates to the issue requestor to make sure communication stays fluid.
e. Maintenance and Management of internal support tools, systems, and related roadmaps.
f. Training of our platforms to markets to ensure market is up to speed regarding the latest features that come from global/regional.
g. Be close to markets and business teams by providing frequent communication updates to each markets, to ensure there is no gap in the major issues/technical challenges faced.
h. Perform site audits in a dedicated time to ensure synergy across APAC websites.
2. Contribute to APAC Digital Projects:
a. Working closely with the Digital Project Manager for project reporting, technical feasibility and documentation on the various topics, which might not just be on the website/ecommerce.
b. Lead particular project/topic end to end, from Scoping, Go Live to Support. Provide updates and coordination to management team, external consultant and business team.
c. Monitor, maintain and improve site performance for customers visiting the ecommerce sites across the globe.
d. Assist in testing updates to existing web applications and perform user acceptance testing for new integrations.
e. Lead and assist in the activation of any of the new evolutions features to countries from technical perspective.
f. Define and create use cases and value proposition through market research and create metrics for data-driven and value-driven business decisions.
3. Be the Go-to-person for eComm – CRM cross channels Projects in the region:
a. Gain a full domain knowledge on our ecommerce and CRM cross projects.
b. Be the subject matter expert in terms of system interfaces, data flow between the systems, ensuring there is some synergy on information collection.
c. Contribute on cross projects between CRM-ECOMM; ensuring the requirements are aligned with the regional/global strategy on the system flow as well as involved in test and go live activities.
d. Work closely with Regional & Global CRM team, to represent ecommerce team on the technical flows across systems.
Requirements:
- Business Degree, with focus on IT/Computer Science/Software engineer/eCommerce
- 4-6 years of experience in ecommerce projects lifecycle as well as operational support in Ecommerce/Content Management System.
- Experience with Project Management lifecycle especially in ecommerce project. Experience in web sites launches thru full project life cycle, working with the business to identify requirements, design, develop, QA and launch end product.
- Experience with writing business requirement document as well as comfortable with Technical document reviews.
- Understanding of the ecommerce solution architecture in general including data exchanges between systems, for example: System flow between Ecommerce engines, OMS, payment gateway.
- Demonstrate strong technical acumen for troubleshooting and problem solving.
- Ability to work self-sufficiently and drive brand success
- Experience working and coordinating directly with the Ecommerce business
Technical skills:
- Demandware/Salesforce Commerce Cloud (preferred) or any other eCommerce platform.
- PMO and Operation/Support experience is a plus.
- Previously used project/task management software system, Agile methodology tools (Confluence/JIRA/Wiki) is a plus.
- Knowledge of HTML, CSS, JavaScript.
- Knowledge of Systems integration – WebService {REST, SOAP), Batch, EDI, sFTP is a plus
- Analytics - Google Analytics, Tag Management Systems.
- Exposure to eCommerce/CRM integration and affiliate marketing tools like Linkshare, product recommendation tools, online videos.
- Social integration technologies around Facebook connect and social sharing.
- Exposure to mobile, Omni –channel technology tools and principles around responsive design, hybrid applications, mobile applications.
- Cross-Browser testing / functionality
- Microsoft Office applications -- Office Suite (Project, PowerPoint, Excel, Word), Visio and Project
Languages:
Fluent in English (Chinese, Japanese or French = a plus )
