The Retail Operation Executive is responsible to assist in the management of the Field Force for the administration, coordination and execution of online to offline related operation including cockpit, handling sales return process and creating SOPs. This individual is to manage the development and implementation of digital platforms or services that seamlessly bridge the online and offline customer experience and in aligning online strategies with offline customer interactions to provide a cohesive and convenient user experience.
Job Details:
• Conducting market research to identify trends and customer preferences in both online and offline environments.
• Collaborating with cross-functional teams to develop and launch O2O products or services.
• Overseeing the user experience design and ensuring a seamless transition between the online and offline components.
• Analyzing data and performance metrics to track the success of O2O initiatives and optimize strategies accordingly.
• Building partnerships with offline businesses or service providers to enhance the O2O experience.
• Staying updated on industry trends and innovations in online and offline integration to drive continuous improvement.
• O2O PIC, System Administrator and Management Work closely with internal & external partner to ensure strong execution of plans
• Provide administrative support and invoicing/billing matters including BQMS, Trade shift, etc.
• Ensure O2O data are monthly tabulated, 100% accuracy, to be uploaded to Sam rewards timely.
• Actively oversee system related issues like O2O orders (a) Back end Account Creation (b) Jira Report (c) SOP Creation
• Operational maintenance of the store and to collaborate closely with both internal departments and external vendors on maintenance.
• To maintain shop operational Items (a) Shop Displays (b) Weekly Cleaning (c)To ensure Manpower are correctly deployed to store.
• To ensure that the budget is fully utilized and expenses are kept within allocated budgets for store deployments.
• Planning and Execution of Contract through Internal System
• Participate in operational and service enhancements initiatives
• Liaise and coordinate with franchisee and internal stakeholders on initiatives
• Manage and maintain LFD and digital signage
• Provide logistic and coordination support for Workshop, Events, Launches, Campaigns etc.
• Taking charge of store e-commerce (O2O) and programmes.
• Work closely with partners, Internal stakeholder and of Field Force Agency to ensure strong execution of plans and revenue sell-out achievement
• Monitor and review customer service performance via NPS (Net Promoter Score) & MSP (Mystery Shopper Program) results to report on findings
• Provide adequate support for Field Force Operations related matters
• Any other ad-hoc duties as assigned
Job Requirements:
- Proven experience in retail analysis, sales reporting, incentive program management, and marketing campaign execution.
- Strong analytical skills, project management, data analysis tools proficiency, and excellent communication.
- Knowledge in Retail distribution, visibility programs, market intelligence, competitor analysis, and KPI metrics.
- Bachelor's degree/ Diploma in Business, Marketing, or related field.
- Detail-oriented, organized, innovative, problem-solving, and able to work under pressure.
