Lead Customer Service and Last Mile Operations to ensure efficient daily operations. Manage multi-channel customer support and ensure timely resolution of inquiries, complaints, returns, and after-sales issues. Drive chat commerce performance by improving customer engagement and sales conversion. Coordinate with seller brands and 3PL partners to ensure accurate order processing, dispatch, and on-time delivery. Monitor operational KPIs, including CSAT, First Response Time (FRT), Resolution Time, Fulfillment SLA, Delivery SLA, and BOB Sales. Identify operational issues and implement process improvements to enhance service quality and operational efficiency. Prepare daily, weekly, and monthly operational reports and provide recommendations for performance improvement. Ensure compliance with SOPs, operational standards, and service quality requirements. Lead, coach, and develop Customer Service and Operations team members. Collaborate with Commercial, Marketing, Sellers, Finance, and Logistics partners to improve customer experience and operational performance.
Assist in developing and managing new product lines or brand extensions. Monitor product performance and gather feedback for continuous improvement. Assist in the development and implementation of marketing campaigns. Conduct market research to gather data on consumer trends, competitor activities, and market conditions Prepare and submit regular sales reports (daily, weekly, monthly) to the leader. Analyze sales data to identify trends, opportunities, and areas for improvement. Monitor stock levels and coordinate with suppliers to ensure timely replenishment. Assist in managing stock allocations to different stores based on sales performance and demand forecasts. Ensure that products are displayed according to principle guidelines and promotional plans. Gather and analyze customer feedback to understand preferences and behaviors. Communicate effectively with cross-functional teams, including e-commerce, front-line, and digital marketing.
Develop and execute the company's digital transformation strategy and technology roadmap aligned with business objectives. Own the end-to-end governance and continuous improvement of enterprise applications, including ERP, CRM & Marketing Automation, HRMS & Payroll, POS, E-Commerce, Mobile Applications, BI & Analytics, AI Solutions, and Workflow Automation. Lead application lifecycle management, including roadmap planning, enhancements, UAT, deployment, change management, user adoption, and performance optimization. Evaluate technology investments using Stage-Gate governance, ROI analysis, and build-vs-buy assessments. Build and manage strategic partnerships with international software vendors, SaaS providers, AI companies, and implementation partners. Identify, evaluate, and pilot emerging technologies to improve business performance, customer experience, and operational efficiency. Manage the enterprise transformation portfolio by monitoring project delivery, risks, budgets, KPIs, and business value realization. Serve as the trusted technology advisor to the CEO, providing strategic recommendations, investment proposals, and executive decision support.
Lead the end-to-end recruitment process across all business units. Develop and implement effective talent acquisition strategies to meet hiring needs. Partner with hiring managers to understand workforce requirements and provide recruitment solutions. Source candidates through LinkedIn, job portals, social media, referrals, and other recruitment channels. Conduct candidate screening, interviews, and coordinate the selection process. Build and maintain a strong talent pipeline for current and future hiring. Strengthen employer branding through recruitment campaigns, career fairs, and university engagement. Monitor recruitment performance and prepare hiring reports and recruitment metrics. Lead and coach the Talent Acquisition team to achieve hiring targets. Ensure an excellent candidate experience and compliance with company recruitment policies.