Senior Ecommerce Operations Specialist

Objective of Role:

• Have a strong understanding of Operations Fundamentals, especially O2O, that can be implemented on DAY ONE with trackable success metrics.

• Lead with an innovative mind, testing and iterating on sales tactics O2O with customer demand and business goals.

• Continuously review commercial activities, make recommendations for improvement, and implement approved initiatives to ensure enhanced performance for the team.

• Identify customer demand and recommend planning and sales execution for upgrading business achievement.

• Identify required resources, personnel, and funding to achieve business results.

• Manage inter-functional relations to ensure synergy across various department functions.

• Bear overall responsibility for ongoing performance and raise the bar for higher results.

Main Responsibilities

O2O Ecommerce Operation Strategy:

• Transform business objectives and goals into E2E demand management, including the complete spectrum from customer to sale to delivery, and proactively engage in business projects striving to deliver business results.

• Design, build, and execute operation activities, implementing key changes across O2O channels.

• Drive innovative strategies that deepen our customer understanding, respond to changing customer expectations, build customer trust, capitalize on new opportunities, and deliver world-class O2O fundamentals.

• Work with marketing, store, customer service, and technical product teams to design, build, and execute operation strategies, treating each customer touchpoint as a data point to further improve engagement, customer service, delivery lead time, and customer satisfaction.

The Execution of Excellence:

• Accountable for driving change across the organization to continually improve O2O business sales results.

• Ensure operational activities are collaborated across business functions and from online to offline (and vice versa), consistently driving for process improvement to enable delivering end-to-end customer journeys across stages, channels, and touchpoints.

• Provide oversight and governance of product and category in continuous alignment with customer expectations.

• Devise key performance indicators that measure and track program performance, delivering ROI on identified transformation opportunities.

• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation processes.

• Manage the end-to-end process of guiding business stakeholders through workshops and ideation sessions to solve complex customer problems.

• Maintain focus on delivering objectives using Agile principles, testing and running quick experiments, and utilizing data and information to improve the customer journey.

Qualifications:

• Bachelor’s degree.

• 6+ years of experience with large-scale project management, with a minimum of 5+ years executing on customer service.

• Proven ability to improve retail key channel management (KAM) by recommending data-driven changes.

• Ability to quickly develop wide-ranging cross-functional partnerships and establish productive relationships to address complex problems.

• Ability to be self-driven and problem-solve in sophisticated, ambiguous, or constantly evolving environments while balancing multiple workstreams.

• Experience in directly building, managing, and developing a diverse team of varying experience levels.

• Critical thinking and result-oriented.

Preferred Qualifications:

• Master’s degree.

• Experience in a consumer company.

Application: Should you be interested in this position, kindly send your profile and cover letter to email: sio_hr@vinamilk.com.vn (Recruitment Team – HR Dept.). Please note that only qualified profiles will receive a reply and be contacted for an interview due to the large number of applications Vinamilk receives.

Thanks for your attention and application!