OTO Manager (Online To Offline)

The O2O (Online-to-Offline) Manager will be responsible for managing all O2O business activities for Chagee Malaysia, including but not limited to delivery operations. This role involves integrating online and offline customer experiences, optimizing delivery processes, and enhancing the overall O2O strategy. The ideal candidate will ensure seamless interactions between digital platforms and physical stores to drive customer satisfaction and business growth.

Key Responsibilities

1. O2O Strategy: Develop and implement comprehensive O2O strategies to integrate online and offline customer experiences.
2. Delivery Operations: Oversee delivery operations, ensuring efficient and timely delivery services that meet customer expectations.
3. Process Optimization: Identify and implement process improvements to enhance the efficiency and effectiveness of O2O operations.
4. Data Analysis: Utilize data analytics to monitor and analyze performance metrics, customer behavior, and operational efficiency, providing insights for continuous improvement.
5. Customer Experience: Ensure a seamless and consistent customer experience across all O2O touchpoints, addressing issues promptly and effectively.
6. Collaboration: Work closely with the cross-functional teams, including IT, marketing, and store operations, to ensure alignment with overall business objectives and strategies.
7. Technology Integration: Leverage technology to improve O2O operations, including the integration of digital platforms with physical store systems.
8. Market Trends: Stay updated on market trends and best practices in O2O operations and apply relevant insights to enhance Chagee Malaysia's O2O strategy.
9. Compliance: Ensure compliance with all relevant regulations and standards across O2O operations.
10. Team Management: Lead and develop a high-performing O2O operations team, fostering a culture of excellence and continuous improvement.

Requirements:

1. Strong knowledge of O2O operations, delivery management, and customer experience optimization.
2. Excellent analytical and problem-solving skills.
3. Proficiency in data analytics tools and software.
4. Outstanding communication and organizational skills.
5. High degree of accuracy and attention to detail.
6. Proven ability to manage multiple tasks and deadlines.
7. Experience in managing O2O operations in a digital business environment.
8. Strong leadership abilities and experience in team management.