Senior Manager, Digital Ops

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Date: 06-Feb-2019

Location: Singapore, Singapore

The primary objective of the Senior Manager is to develop & implement the Digital roadmap to increase the adoption of the online platform offering products & services to the Small & Medium Business (SMB) and to achieve the online sales target of Business eShop (business.singtelshop.com).

 

The Senior Manager manages several direct reports and developers, leading the team to enhance the online offering, optimize the online user experience, and improve the operational efficiency of Business eShop across various areas (Agile IT development, inventory & logistics management and customer experience)

 

 

Responsibilities

 

  • Implement the Digital strategic roadmap to increase the online adoption (ie. growth of user base and growth of transactions)
  • Enhance end to end automation capabilities & the level of integration with various systems
  • Develop business cases (Capex/Opex/Resource requirements) to deliver the online growth targets and reduce the cost of sales
  • Manage the digital operations of Business eShop
    • Manage Business Analysts to prioritize feature development and lead the IT development team using Agile methodology
    • Ensure regular releases that continuously add value to online services
    • Liaise with Campaign Managers, Digital Analysts & other stakeholders to identify opportunities to increase online transactions and optimize the buy-flow
    • Act on Customer Experience survey results to improve customer engagement scores
    • Enhance order processing and service delivery
  • Manage IT developers, external agencies, content editors, designers and testers to update the online content, release new features and execute online campaigns & promotions
  • Coach the team to ensure that all transactional scenarios are tested thoroughly in UAT/BRT through manual and the automated testing platform.
  • Design and own resilient processes to manage digital operations (eg. uptime SLA, loading time of web pages, accuracy of online pricing & promo mechanics etc.)
  • Handle escalations and complex customer queries/complaints about online services, data integrity & transactional issues
  • Establish good rapport, drive marketing initiatives and lead cross-functional projects with Sales & Marketing departments (and other units) to:
    • Increase Awareness and promote eShop to business customers
    • Create unique offers & enhance the value-proposition of Online
    • Grow the share of online sales for key volume products.

 

 

Requirements:

 

  • Degree in Digital Marketing/IT or modules relevant to the role
  • At least 5 years of relevant experience in e-Marketing, eCommerce or Sales in the ICT industry
  • Proven experience with web development technologies, UE best practices, system integration
  • Experience in the telecommunications / ICT industry and B2B environment is an advantage
  • Experience in B2B ecommerce or digital self-care function is a significant advantage
  • Experience in leading teams comprising of BAs, UX, Content owners, IT Tech Leads etc.
  • Excellent communication skills and ability to interact with all levels of stakeholders and contribute to problem solving (eg. technical issue, planning of integrated campaigns).
  • Good communication skills and attentive to details (especially for clear & accurate reporting)
  • Passion, drive, positive attitude and eagerness to thrive in a dynamic environment.
  • Team-oriented, resourceful and working well independently

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