Online Platform Program Manager

Position Summary

The Experience Manager will oversee the translation of regional strategy into customer experiences and sell-out programs. This role will be responsible for creating innovative approaches to making the online channel competitive in local markets. The ideal candidate should have a strong experience creating online experiences and is up-to-date with the latest e-commerce trends in the region.

Role and Responsibilities

Experience Design and Implementation

• Translate strategy into features and programs that can add incremental revenue
• Develop and optimize customer experience and journeys and collaborate with cross-functional teams (e.g., product, marketing, support) to design and implement exceptional customer experiences.
• Collaborate with subsidiary leads and head of departments to implement new features and sell-out/subscription platforms
• Ensure proper testing is performed before feature/platform launch
• Manage subscription and sell-out platform operations

Thought Leadership and Market Intelligence

• Develop and maintain experience guidelines and standards to ensure consistency across all touchpoints.
• Analyse customer feedback and data to identify opportunities for experience improvement and implement user testing and feedback loops to validate and refine experience designs.
• Stay up to date on latest e-commerce trends and act as thought leader for the team
• Distil and implement best practices from local subsidiaries and competitors
• Benchmark competitor sell-out platforms and subscription services

External Partnerships Management

• Identify key partners that will enable the implementation of subscription and sell-out platforms
• Manage partner relationships and projects involving key partners, including timelines, budgets, and execution

Skills and Qualifications

• Bachelor's degree in Economics, Business Administration, Psychology, or a related field.
• Around 10 years of working experience, out of which ~5 years of experience in e-commerce, specifically in sell-out/subscription platform design and implementation is required
• Experience in strategy or management consulting roles will be preferred
• Proven track record with international/regional project management involving different markets and geographies within Southeast Asia
• Experience with working with external finance/payment partners
• Experience working on A/B testing and/or fields related to Behavioural Economics and UX/UI design psychology is not required, but will be a plus
• Ability to work effectively in a fast-paced and dynamic environment.
• Proficiency in Excel and PowerPoint
• Strong problem-solving and analytical abilities.