Product Owner, Shopping (APAC)

Four Seasons Hotel and Resorts Gruppe; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading luxury hotel management company is seeking a Digital Product Manager to drive their WeChat experience strategy for the Asia-Pacific market. This role focuses on optimizing digital booking strategies and enhancing customer interactions, particularly for the Chinese market. The ideal candidate will have extensive experience in product management, strong technical skills, and a profound understanding of the WeChat ecosystem.

Qualifications

• 5 years experience in product ownership or digital product management.
• Experience managing WeChat as a consumer platform for 2+ years.
• Fluent in Mandarin and English.

Responsibilities

• Lead WeChat digital experience from booking to engagement.
• Use data to enhance user experience and increase retention.
• Collaborate with cross-functional teams for effective execution.

Skills

Professional communication skills

Proactive problem-solving

Flexibility and receptiveness

Digital marketing knowledge

User experience design

Education

Bachelor’s degree in Business, Marketing, Product Management

Certified Scrum Product Owner (CSPO)

Tools

SQL

Adobe Analytics

Google Analytics

Figma

InVision

Adobe Creative Cloud

Job description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who strive to improve, push ourselves to new heights, and treat each other with respect. Our team creates memorable experiences for our guests, residents, and partners through luxury and genuine care. We believe that a world-class employee experience and company culture are essential to delivering exceptional service.

About the location:

Four Seasons Hotels and Resorts is a global luxury hotel management company with over 120 hotels and resorts and 50 private residences in 47 countries. We are committed to supporting cancer research and promoting diversity, inclusion, equality, and belonging at our locations worldwide. Our culture is driven by our people and their engagement.

This position will lead our digital experience strategy in the Asia-Pacific region, focusing on developing, optimizing, and performing our digital booking strategies to ensure seamless customer interactions and conversions, especially within the Chinese market.

Job Description:

WeChat Digital Experience:

• Lead the development and management of the WeChat digital experience, covering the entire customer journey from booking to post-stay engagement.
• Work with cross-functional teams to improve usability, engagement, and the overall customer experience across all touchpoints.
• Coordinate seasonal promotional campaigns on the WeChat Mini Program with vendors to ensure a smooth user experience.

User-Centric Design and Insights:

• Use data and user feedback to continuously enhance the digital experience on WeChat and other platforms.
• Conduct A/B testing, surveys, and research to refine user journeys, increase conversions, and improve retention.

Stakeholder Collaboration:

• Partner with marketing, UX/UI, development, and data teams to align on goals and ensure effective execution.
• Maintain clear communication with stakeholders regarding product updates, timelines, and results.

Analytics and Reporting:

• Establish key metrics to monitor booking channel performance and inform initiatives that improve business outcomes.
• Provide reports and insights to leadership with actionable recommendations based on customer behavior and trends.

Qualifications:

• Bachelor’s degree in Business, Marketing, Product Management, or related field.
• Certified Scrum Product Owner (CSPO) or similar certification is advantageous.

Work Experience:

• Minimum 5 years in product ownership, digital product management, or similar roles, preferably in consumer-facing digital platforms.
• At least 2 years of experience managing WeChat as a consumer platform.

Travel:

• Willingness to travel 10-20% of the time.

Key Competencies:

• Professional, courteous communication skills across all management levels.
• Proactive problem-solving and follow-up skills.
• Flexible, cooperative, and receptive to challenges.
• Positive, professional attitude, proactive, and solution-oriented.

Technical Skills:

• Deep understanding of the WeChat ecosystem and Chinese consumer digital behaviors.
• Fluent in Mandarin and English, with strong communication and project management skills.
• Knowledge of front-end and mobile app development technologies.
• Experience with agile methodologies, A/B testing, and customer research.
• Proficiency in SQL, REST APIs, JSON, and analytics tools like Adobe Analytics, Google Analytics, Firebase, and Google Data Studio.
• Familiarity with accessibility and privacy laws (ADA, GDPR, etc.).
• Proficiency in Microsoft Office, Figma, InVision, Canva, Keynote, and Adobe Creative Cloud.

Functional Competencies:

• Understanding of WeChat mini-programs and Chinese e-commerce platforms.
• Knowledge of digital marketing, A/B testing, and analytics platforms.
• Familiarity with web and mobile development on various platforms.
• Strong grasp of user experience and digital product design.
• Experience with Scrum/Agile methodologies and complex project delivery.