Deputy Manager - Retail Services

ST Logistics Pte Ltd; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

ST Logistics Pte Ltd. seeks an Assistant/Deputy Manager for E-commerce Service to grow the e-commerce business by enhancing customer experience and managing orders, platforms, and infrastructure plans.

The role includes generating data-driven insights, managing partner relationships, and leading a fast-paced digital environment to commercialise and operate the e-commerce business effectively.

Qualifications

• Diploma or degree in any business-related field.
• 8–10 years of experience preferred.
• Strong customer experience management and e-commerce knowledge.

Responsibilities

• Drive e-Commerce business growth through market analysis and campaigns.
• Drive technology and infrastructure enablement with roadmaps and vendor management.
• Enhance e-Commerce customer experience through service vision and operations review.
• Generate data-driven commercial insights from performance data and campaigns.
• Manage customer order fulfilment policies and SLA adherence.
• Maintain partnerships and manage cross-functional teams for service excellence.

Skills

Customer experience

Data-driven insights

Team leadership

E-commerce management

Education

Diploma / Degree in business-related field

Tools

Analytics tools

Job description

Job Function

E-commerce and Retail Management

Job Summary

The Assistant/Deputy Manager - E-commerce Service (E-commerce and Retail Management) drives the growth of the ecommerce business by enhancing customer experience and managing customer order, technology platform and infrastructural plans.

He/she is also responsible for generating data-driven commercial insights and managing relationships with partners for the business.

He/She works in a fast-paced and digitally-centric environment where he oversees the end-to-end commercialisation and operationalisation of the e-commerce business.

He/She is an energetic, collaborative and results-oriented team leader. He/She is technology-savvy with strong business acumen and is able to manage multiple projects effectively.

Job Responsibilities/Key Tasks(External)

Drive e-Commerce business growth

• Analyse new market trends, business opportunities and market segments in global and local landscape
• Implement eCommerce strategic and tactical programmes
• Develop eCommerce campaigns
• Drive eCommerce sales performance
• Manage and review eCommerce operations and processes
• Manage cross-functional partners on all aspects of the e-commerce business
• Manage sales, promotions, marketing and social media campaigns and programmes over digital platforms

Drive technology and infrastructure enablement

• Implement roadmaps for online store's functionality
• Develop and manage technology disaster recovery plans
• Manage, and measure performance of technology vendor relationships
• Manage usage and maintenance of IT infrastructure and networks
• Manage procurement and implementation of new technologies

Enhance e-Commerce customer experience

• Lead with service vision
• Review and maintain service operations
• Foster service innovation
• Optimise workforce for service excellence
• Monitor and manage service brand
• Analyse service quality and customer satisfaction

Generate data-driven commercial insights

• Analyse past performance of collections, categories and campaigns to improve marketing effectiveness and Return on Investment (ROI)
• Monitor and review data-mining and analytics tools
• Manage application of data-driven insights to solve business problems

Manage customer order fulfilment

• Define and revise order fulfilment policies and procedures
• Oversee fulfilment activities against established procedures and service level agreement
• Measure order fulfilment and customer satisfaction performance

Manage relationships with partners

• Manage partnerships for service excellence
• Evaluate operational policies, standards and procedures
• Develop risk mitigation plans
• Manage teams in the workplace

Professional Qualifications & Relevant Experience

• Diploma / Degree in any business -related field or with minimum 8-10 years of experience