The Digital department within the Consumer Business Group organization drives the digital strategy and its execution; supporting our customers throughout their entire journey with StarHub, from awareness, consideration, purchase to servicing and retention; and supporting key business objectives to grow digital sales as well as shift customer engagement, servicing, care and retention to digital; across all our lines of business (Mobile, Broadband, Entertainment, New Business).
You will be driving StarHub’s strategy and execution roadmap to grow our digital business and digital share in channel mix. You will be leading a team to deliver best-in-class customer experience in execution and daily operations, with high quality and efficiency. This encompasses the product ownership of our customer-facing website Starhub.com and our eShop / Online Store channel.
This role is pivotal in ensuring success of StarHub’s Digital transformation, and is a leadership role, driving cross-functional collaboration to generate business value and customer satisfaction from our digital platforms.
Key Accountabilities
• Overall ownership of StarHub’s Consumer Website and eShop channel. Ownership of Centre of Expertise for our CMS.
• Lead strategic planning including the identification of strategic goals, objectives & KPIs, roadmap plans and prioritization, daily operations, budget & resources allocation; with the key objective to grow digital business and increase the online channel share in the channel mix.
• Keeping abreast with latest technology advancements, digital consumer trends and market competition; identify opportunities and impact/potential for StarHub, to drive best-in-class personalized Web & eShop experience.
• Develop the growth roadmap for the Consumer Business Group in consultation with several business units to integrate new products, promo schemes and customer propositions, and enhance functionalities / improve digital journeys, conversion rates and NPS, whilst driving automation and efficiencies. Drive prioritization of backlog and deliveries according to business value and alignment with strategy.
• Collaborate cross-functionally and drive business stakeholders to meet digital sales and online share targets, influence offers and campaign strategy to maximize quality traffic and online conversion rate. Engage with Research, UX-UI, Analytics and various stakeholders to develop best-in-class experience on Website & eShop and optimize conversion rates. Foster test & learn and continuous optimization agile mindset.
• Partner with IS and vendors to deliver the roadmap ensuring quality and efficiency of deliveries with timelines met, and ongoing maintenance and support SLAs are met.
• Review vendors and technologies regularly and opportunities to switch and/or find efficiencies and better operating models
• Monitor and optimize the performance of digital sales, CVR and online experience KPIs across platforms, ensuring data-led and insights-driven action plans are derived from analytics & research
• Demonstrate day-to-day cross-functional leadership for managing and influencing business stakeholders.
• Lead and coach team members to drive execution of roadmap and to facilitate daily operational activities. Conduct resource planning and management, define best operating models.
KPIs
• Digital Sales (transactions) and share in channel mix
• eShop channel conversion rates
• Website visits, visitors and bounce rate
• eShop touchpoint NPS
Requirements
- 10-12 years of proven track record in Digital eCommerce field; a high performance environment
- Proven track record driving online business growth; with experience as a Digital Channel owner
- Min 6 years of management experience leading teams
- Strong experience of leading UX-UI design for eCommerce, AB testing and disciplines required to drive conversion, and strong understanding of dynamics between research, design, engineering, product, applications and customer service.
- Extensive knowledge of digital sales processes, digital platforms, market trends, pricing models, channels of distribution, technology trends, customer buying patterns
- Experience first-hand Agile methodology and DevSecOps practice
- Experience working with other Digital Product Owners, and Business Stakeholders, UX-UI teams, Analytics teams, system integration working with IT teams and digital project management
- Must have knowledge in digital media advertising, competitive strategies, product marketing and product management
- Experience driving operational efficiencies, budgeting & resource planning
