Online Tech Manager (F&B)

Role Description

This is a full-time on-site role for an Online Tech Manager (Ops) based in Singapore. The Online Tech Manager will be responsible for ensuring smooth operations of the e-commerce platform in Singapore and Hongkong, analyzing data to improve the customer experience, managing day-to-day operations, communicating with relevant stakeholders, and providing exceptional customer service to online customers.

Delivery Platforms:

• Maintain good relations with 3P delivery partners. (i.e. Oddle, GrabFood, Deliveroo, foodpanda)
• Handling all customer queries and feedbacks.
• To track and monitor delivery platforms and apps are updated regularly.
• Ensure all menus and product availability are updated accurately.
• Ensure promotional campaigns are deployed effectively to all outlets.
• Work closely with operations team to develop strategies for customer satisfaction and increase quality of customer care.
• Examine and utilize data from sales and 3P delivery partners.
• To track and monitor delivery platforms and apps are updated regularly.
• Handling user experience issues with loyalty program, online and analysing/evaluating the results.
• To examine and identify performance gaps and implement performance improvement plans.

Customer Support:

• Handling all customer queries and feedback.
• Handling user experience issues with loyalty program.
• Develop strategies for customer satisfaction to increase the quality of customer care.

Internal Platforms

• Ensure all menus and product availability are updated accurately.
• Ensure promotional campaigns are deployed effectively to all outlets.
• Backend portal management (i.e. Admin Console, Wagtail, Loyalty App, etc.)
• Point-of-contact with engineers whenever an issue arises.

Middleware & POS Systems:

• Maintain good relations with vendors.
• Ensure systems are fully functional and optimising operations.
• Point-of-contact with engineers whenever an issue arises.

Analytics:

• Create, maintain and report out centralized dashboards for business, integrating financial, operational and consumer data.
• Manage and optimize the current food forecast process to optimize for cost, and customer experience.
• Perform project specific analysis for business initiatives, including new product launches, product or market tests and historical data analysis to support recommendations.
• Work collaboratively with cross-functional teams (Operations, Marketing and Sales) by performing quantitative analysis and ad-hoc reporting to monitor performance and trends.
• Analysing data from all online platforms to develop an optimized strategy for all brands.

Marketing:

• Ensure promotional campaigns are deployed effectively to all outlets and online platforms.
• To assist marketing team to develop and execute online marketing campaigns.

Qualifications:

• Analytical skills to interpret complex data sets and inform decision making.
• Operations Management skills to oversee the e-commerce platform and supply chain.
• Excellent communication skills to liaise with internal teams and external stakeholders.
• Customer service skills to ensure customers have a positive and seamless experience.
• Experience with e-commerce platforms and processes.
• Bachelor's degree in Business, Operations Management or relevant field.
• Experience in the F&B industry is a must.
• Flexibility and willingness to adapt to a fast-paced and dynamic environment.