JOB SUMMARY:
Responsible for e for supporting the operations aspect for the overall online strategy for eCommerce. You will manage the end-to-end eCommerce fulfilment of website customer experience, order management, merchandising support and reporting among other operational duties. You will be a key supporting role in ensuring operational excellence in the Company and formulating strategies and initiatives to ensure online sales growth and profitability.
MAIN RESPONSIBILITIES:
- Online Store Operations
- Responsible for the website management on a daily basis across all sites
- Ensure functionality of all e-stores on a daily basis by doing website checks
- Responsible for all applicable order transfers, cancellations and returns management in eCommerce system.
- Responsible for order management across sites to ensure timely deliveries and returns.
- Plan and execute eCommerce activities across all sites.
- Report and analyse eCommerce KPIs (Sales, conversion rate, traffic etc) and activities for all sites.
- Report and escalate issues to relevant internal and external stakeholders for troubleshooting.
- Competitor monitoring and suggestions on improvements for an optimum customer experience
- Support Customer Service enquiries in service recovery and providing any necessary information on orders.
- To work closely with vendors and retail shops on operational and merchandising processes
- Identify and streamline operational processes.
- Cross Functional Coordination
- Work with Merchandising team on product information preparation, seasonal product activations and deactivation, product tagging, price changes, website product checks and merchandising reporting needs.
- Work with Marketing on product descriptions, product images, activities preparation, copywriting changes, marketing communications support alignment and traffic generation, banner creatives, etc.
- Work with IT team and Developers on IT issues escalation for de-bugging and resolution and implementation of new system.
- Work with Finance team on providing supporting information for finance reconciliation.
- Work with Logistics team on shipment tracking, SLA monitoring and expedite any potential delivery delays.
- Explore and identify potential Marketplace channels to onboard.
- Reporting of weekly/monthly sales performance, merchandising report and operational challenges to Management.
- Any other ad-hoc duties as assigned.
JOB REQUIREMENTS:
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- Minimum 1-2 years of proven experience with E-Commerce site operations in the areas of content management, front-end store online operations, website reporting and customer service.
- Proficient in Microsoft Excel (Vlookup, Pivot Table).
- Experience with Salesforce Commerce Cloud will be an added advantage.
- Experience with marketplaces management (e.g. Lazada) will be an added advantage.
- Experience with web analytics (preferably Google Analytics) is a plus.
- Experience within the retail industry and sporting goods will be an added advantage.