Regional Omnichannel and E-commerce Manager/Senior Manager
- Singapore
- Permanent
- Full-time
- Develop and deploy a comprehensive omni-channel roadmap aligned to SEAO business objectives and market opportunities.
- Identify and capitalize on opportunities to integrate online and offline channels, creating a seamless and personalized experience for clients, enhancing the overall client journey.
- Define, track KPIs across channels to identify growth levers and refine ongoing initiatives.
- Embed a client-first mindset across e-Commerce and omnichannel activities.
- Activate clienteling programs that leverage both online and offline channels to elevate service standards and deepen loyalty.
- Translate client insights and feedback into actionable improvements across touchpoints.
- Work closely with retail teams to align online and offline strategies and initiatives - not limited to messaging, operations, and service delivery.
- Design and develop programs/tools that empower retail staff to deliver enhanced in-store client experience.
- Stay abreast of the latest e-commerce trends and promote shared understanding (such as knowledge sharing, best practices sharing) between e-commerce and retail teams.
- Oversee the performance of e-Commerce platform, ensuring a best-in-class user experience that drive online sales growth.
- Identify and execute commercial opportunities based on analytics and market dynamics.
- Proactively implement strategies to improve website conversion rates, average order value, and customer lifetime value.
- Provide oversight on site operations (include platform enhancements) and manage seasonal and campaign rollouts in partnership with relevant teams.
- Manage budget planning and reporting, ensuring resources are allocated effectively to achieve strategic objectives.
- Continuously evaluate resources and re-prioritize based on impact and ROI.
- Lead and mentor a small team in SEAO; creating a strong sense of internal community where team members connect across markets to exchange ideas and share expertise.
- Foster a collaborative culture that blends operational excellence and problem solving.
- Support team growth via structured feedback and professional development planning.
- Bachelor's degree in Business Administration, Marketing, or a related field; MBA is a plus.
- At least 10 years of experience working in luxury retail or omni-channel environment.
- At least 3 years of direct people management or team leadership.
- Proven success in leading and executing omni-channel strategies that drive sales growth and enhance the client experience.
- Deep understanding of luxury retail operations, (i.e., clienteling, CRM, retail technology).
- Strong commercial acumen and analytical skills, with the ability to translate data into actionable insights and decision.
- Bring strong project management skills, capable of leading cross functional initiatives from concept to delivery.
- Experience managing complex stakeholders in a matrix organization.
- Excellent interpersonal and presentation skills.
- Proficiency in e-commerce platforms, CRM systems, and other relevant technologies.