Job Description

Position Summary The Operations Manager to support the Online Team deliver an effective and contemporary online business solutions that maximizes online conversions, customer satisfaction and sales growth. The main purpose of the role is to oversee the day to day operations of the Online channel for Samsung and set up the operations to deliver the multi-channel strategy for the business including leading operational process improvements within Samsung Singapore to be global best practice.


Roles & Responsibilities

• In charge of overall Online Operation including sales performance, growth, profitability by categories by segment.
• Oversee all fulfilment activities including, but not limited to, inventory reconciliation, shipping deliverability and costs, refurbishment processes, packaging standards, etc
• Order Process Operation- daily order processing and monitoring, Customer Service related matters on order/ eStore enquiries. Liase with warehouse and fulfillment partners.
• Work with the sales order desk, finance, logistics team, CS Team & third party partners to drive and improve fulfilment & customer satisfaction KPIs including but not limited to Net Promoter Score
• Manage and train customer service to set up policies and guidelines to ensure service delivery levels are maintained.
• Budget Management- Prepare annual budget and agreement, monitoring invoice processing and system processing.
• Guide and lead team members including sales and marketing to support on day to day Online Operation (back end support) and reporting.
• Manage initiatives such as Click and Collect, Trade in/up, Financing to maximize online sales opportunities working in conjunction with the relevant divisions to execute the functionality on site and grow and maintain sell out platform initiatives
• Serve as the primary contact for the e-commerce and partner channels regarding all carrier related business needs (e.g. service issues, returns, reporting, data analysis, etc.)
• Lead, integrate & build compelling report & analysis to management team with accurate, actionable items & recommendation.
  

• Degree holder in Business Management / Administration / Supply Chain / Finance or equivalent with at least 8- 12 years of relevant working experience in eCommerce operation / platform management.
• At least 6+ years’ experience processing (analyzing, editing, extracting) large amounts of data for use in one or more business applications, inventory management & sales operation
• High energy and comfort level towards working in a fast-paced and matrix organization environment
• Excellent communication skills to manage relationships with cross functional team and ability to drive consensus, execution across teams, multi-function organization and different level of hierarchy
• Good project management skills, to be able to effectively work collaboratively in a cross functional environment
• 2-3 years of hands-on and operational experience on eCommerce platform SAP Hybris Commerce will be an advantage