Lead, Store Operations

Singapore Post Limited

View: 106

Location: East

Category: Marketing / PR


Salary: 6500 - 7000 SGD / month

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Job content

Description / Overall Role Purpose:
Lead the SP eCommerce Store Ops Function - manage day to day Store Operations for both Brand.Coms & Marketplaces. Lead a team of Store Operation Associates to be responsible for not just smooth functioning of Brand.Coms & Marketplace Stores but also establish superiority of SP eCommerce as the best in class Store Management Service Provider
Responsibilities Responsibilities
• Own the KPIs of 100% Store Ops related Tickets Resolution (both internal & external), 100% SLA adherence & minimized back & forths
• Define, document end to end SOPs, Process Flow Diagrams, SLAs across all Store Ops Tasks & get the team to execute tasks (including but not limited to) -
• Content Management & Site Refresh – Product Content Upload, Image Upload, Banner Upload etc
• Fraud Management – Knowledge of Fraud Management Tools like Cybersource/Decision Manager and ability to identify suspicious cases
• Billing & Finance – Billing Estimations, Billing Invoices, Financial Reconciliations
• Refunds & Customer Service – Liaise with Customer Ops team to solve customer issues
• Tech Issues/Site Bugs – Whether Ad hoc or existing issues; interfacing with Tech Teams
• Client Troubleshooting – Responsible for Client SLAs and TATs for trouble shooting
• Customer Service – Live Chat Management, Review Response Management on Marketplaces
• Lead a team of Operation Associates (both in-house & outsourced) to ensure 100% tracking & resolution of tickets
• Ability to bucketise issues and prioritise tickets for effective & efficient resolution with optimization of task management at an associate/agent level
• Liaise internally with Account Managers for various requirements for & from Brand Partners
• Coordinate with different internal & external stakeholders on new projects like Site enhancement, Automation to drive more efficiency
• Assist the Commercial team with 100% adoption & implementation of Seller Tools across all Marketplaces like Live Chat, Banner upload support for Brand Stores etc.
• Generate Reports on Store Ops performance for weekly/monthly/quarterly reviews – both internal & external
• Work with in-house photographer to source for projects in order to drive photography revenue either through agency partnerships or connecting with brands directly
• Facilitate the onboarding and monthly billing of vendors by working with SingPost procurement team and SP eCommerce finance team
• Track, maintain, improve and report Store Operations team’s P&L
• Source and form strategic partnerships with external parties such as payment gateway solutions, translation agencies etc. in order to broaden the services offered by SP eCommerce and also potentially leveraging on each other’s portfolio of clients
• Take ownership of Jira Service Desk setup and configuration for existing and new clients, maintaining dashboards and utilizing essential information for reporting purposes
• Work with team members to come up with quarterly UI/UX recommendations for existing clients
• Define, advise and adopt best practices in the field of inventory management on the various platforms i.e. Content Management Systems, Marketplace Seller Centres and Order Management Systems
• Motivate and groom team members so as to scale to the growing number of clients
Preferable Bachelors or Masters Degree
Good MS Office skills: Word, PPT
In-depth MS Office skills: Excel, especially Macros
Software skills: Working Knowledge of software/tools like Visio/Lucid Chart/Drawio, Magento, Demandware, Salesforce, JIRA, Service Desk etc
Language Skills: Preferable HTML, JAVA, XML, Excel Macros
Communication skills: English (spoken and written)
2-3 years of relevant experience across E commerce Store Ops, preferably with Brand dot com and marketplace store operations exposure
2-3 years of consulting/operations experience with exposure to Business Process Re-engineering, Programme Management, Capacity Planning & Optimisation etc
Preferable Team Management experience
We are pleased to collaborate with e2i as our recruitment partner.
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