The SEA O2O (Online-to-Offline) Manager will be responsible for managing O2O business activities across Southeast Asia, focusing on optimising delivery operations and integrating both online and offline customer experiences. This role requires developing and enhancing O2O strategies, ensuring seamless interactions between digital platforms and physical stores to drive customer satisfaction and business growth.
What you'll be doing
- O2O Strategy: Develop and implement comprehensive strategies to unify online and offline customer experiences.
- Delivery Operations: Oversee and optimise delivery operations to ensure efficient, timely service that meets customer expectations.
- Process Optimisation: Identify and apply process improvements to enhance operational efficiency.
- Data Analysis: Use data analytics to monitor performance, customer behaviour, and operational efficiency for continuous improvement.
- Customer Experience: Ensure a seamless, consistent customer journey across all O2O touchpoints, addressing issues effectively.
- Collaboration: Coordinate with cross-functional teams including IT, marketing, and store operations to align with overall business objectives.
- Technology Integration: Improve O2O operations by integrating digital platforms with physical store systems.
- Market Trends: Stay informed on O2O best practices and apply insights to optimize strategy.
- Compliance: Ensure adherence to all relevant regulations and standards.
- Team Management: Lead and develop a high-performing operations team, fostering continuous improvement.
About you
- Expertise in O2O operations, delivery management, and customer experience.
- Strong analytical and problem-solving abilities.
- Proficiency in data analytics tools.
- Excellent communication, organisational, and leadership skills.
- Experience managing O2O operations in a digital business environment.
