CONTEX AND PURPOSE OF THE ROLE
Avolta sees great growth potential in APAC and has set the region as a top strategic priority, aiming to grow the business to Euro 1 bn in a few years. It has recently set up a regional HQ in Singapore and is actively building capabilities, with omnichannel customer experience being a key one.
The Omnichannel Experience Director is a key member of the APAC leadership team, with the purpose of leading all efforts in delivering a traveler-centric, connected, personalized and seamless customer experience for the company in Asia Pacific (APAC) across all lines of business (Food & Beverage and Retail).
KEY RESPONSIBILITIES
The Omnichannel Experience Director will be responsible for the Company’s overall Digital Strategy, Roadmap, and Implementation in APAC, in partnership with IT, Operations, the global Digital and Marketing functions.
Specially the role will be responsible for
Customer experience design and implementation
- Leads customer journey mapping across disciplines, brands, and all digital channels.
- Designs and manages the digital customer journey through all “on-site” endpoints, including Point of Sale, Self-Order, Self-Checkout, QR Codes, Mobile Pay, and other digitally enabled customer interactions.
- Guides Operational deployment, training, and implementation of the customer journey enablement through on-site endpoints.
- Develops, in consultation with senior leadership, KPIs, analytical requirements, standards, reporting, and proper procedures to share program success
Omnichannel product management
- Designs and manages virtual customer touchpoints as part of the company’s Omni Channel global product portfolio.
- Supports Omni Channel product requirements in the product design process, in partnership with the global digital function and the rest of the business.
- Manages Omni Channel products in APAC, including e-Commerce and Loyalty Programs.
- Ensures top-tier content delivery and establishes protocols for regular updates, edits, and changes
Marketing, CRM and partnership
- Manages relevant activities in Marketing (such as partnerships, social media, and promotional plan and entertainment).
- Participates in the establishment of an APAC Customer Resource Management (CRM) program.
- Manages Smart store program
- Directs digital product promotions/activations in partnership with commercial
QUALIFICATIONS:
Industry & Functional Expertise
- 10+ years of experience in leading digital and/or marketing functions in an omnichannel environment.
- Experienced in retail, F&B, airline or hospitality businesses.
- Deep understanding of APAC consumers, digital trends and data privacy regulations
- Experienced in working in a complex global business with a matrix organization
- Diversified experiences in a wide range of categories and business models
- Strong technical (IT, CS) background and in-depth understanding of APP development
Leadership Competencies
- Consumer-centric/Traveler-centric mindset
- Strategic mindset with strong business acumen
- Drive for postive results and continous improvement
- Strong people leader who can motivate, develop and coach team
- Strong communication and stakeholder management skills
- Strong cross-functional collaboration skills
- Strong learning agility
- Independent self-starter
Others
- Passionate for travel
- MBA or related master's degree
