Senior Manager, Online, Experience & Partnerships

Responsibilities: 


E-Commerce

  • This is a P&L managing role, managing both Cocoba’s proprietary ecommerce system and partnerships with third party ecommerce systems.
  • Conduct research, provide relevant solutions and set up the e-commerce process to ensure quality service delivery to customers.
  • Manage all online activities in relation to traffic acquisition, sales, conversion, platform testing and reporting.
  • Collaborate with other teams to ensure smooth development and performance of e-commerce website.
  • Establish good partnership with relevant vendors.
  • Develop and implement ecommerce strategy in order to improve website performance.
  • Other administrative and operational duties aligned with a start-up business.

Customer Experience

  • Lead and monitor a team responsible for all levels of customer support, responding timely to customer request, ensure timely delivery of all orders, and handle customers' feedback and problems.
  • Develop daily operations, KPI and performance management of the CE Team.
  • Implement strategies to continually improve the Company's service standard, productivity and sales.
  • Coordinate cross-functional efforts with other departments to ensure great customer experience across sales channels.
  • Analyze team's success in building customer happiness through data-driven technique and improve our process and policies based on findings.
  • Assist in integration of IT system with CX function to help deliver effective customer support.

 

Tech 

  • Managing the tech team to drive the customer facing technologies and related integrations and tech stack required. 
  • Distill Management and company directions, into tangible strategies and roadmap goals with Tech team.
  • Gets various feature and support requests from all countries, so acts as the gatekeeper to prioritize for the team.
  • Thinks of the large picture, the Online-to-Offline customer journey and our operational needs, to drive the continuous improvements in our user experience which would thus drive sales.
  • Leads the business and big picture aspects and transform them into strategies and tactics which Tech team transform into actionable technical challenges.

Requirements:

  • Degree holder in Business and Management studies or related field
  • Proven track record in leading and managing multiple functional departments
  • Strong business acumen, with numeric and analytical skills
  • Have strong interpersonal skills and good communicator
  • Possesses leadership competencies to lead, coach and motivate a team
  • A forward thinker with an open mind
  • Willingness to learn and ability to take on new challenges; problem-solver