This position is responsible to ensure O2O strategies are implemented as planed; monitored and analyzed customer behavior by Sales Channel and by Customer group for quick actions to ensure KPI overcome ,responsible for customer experience to Makro OCS service, including the e-commerce platform friendliness and needs to work with operation team, customer development team, and Key account to improve customer satisfaction toward Makro service (Online & On behalf). 

Website & Application Audit 

• Monitor Website & Application as Customer Point of View to detect any malfunctions or errors customer might experience including: Popup message, On-Going Promotion versus Product availability.
• Coordination and work closely with Business I.T. team to feedback platform issue and suggest for improvement.
• Report the update of on-going project/ issues and solution in team meeting

Website & Platform improvement

• Monitor Website & Application on products such as photo correctness, photo & product description, re-shoot the photos, and arrange the description as necessary.
• Initiate requirements need to support front-end and back-end efficiency.
• Review & arrange to ensure that the products are being placed under the right categories for a good customers’ experience journey.

Product Category

• Review Product Category Completeness (Photo, Category in term of consumer perception)
• Make the summary report of product which are active & inactive in platform with actions (if needed).

Item Maintenance

• Manage daily items to be moved to active or inactive (backend) according to the situation of each product (i.e. Supply situation, Product quality situation, Store operation situation)
• Manage items visibility. Randomly check top selling items. 

Ecommerce Assortment Reviews

• Review assortment in E-Commerce and take actions according to internal process

Customers Voices

• Monitor Call, Request, Complaints of Customer from various channels such as Phone Call, Facebook, Messenger, Viber.
• Coordinate with O2O Operation team, CD Team and Digital Marketing to take appropriate action

Daily Issues Feedback & Support

• Support in replying customers’ complaints via Facebook app or other channels related Makro Click Order.
• Occasionally support CD/KAM/OCS to response to customers once they have issues via LINE/Viber

O2O & OCS Daily Sales, No of Order, and Buying Trend

• Analyze O2O & OCS daily Sales versus Budget
• Monitors & analyze daily Sales, Order, and Buying customer Trend, to discuss among Operation/CD/Marketing for Actions need.

• By Channel (Growth or Drop / Compared to Previous Month & Compared to Budget)
• By Customer Group (Growth or Drop / Compared to Previous Month)
• By Product Group (Growth or Drop / Compared to Previous Month)

• Summarize trend of current customers to identify the Product/ Customer that require to push up/ or implement Marketing Campaign.

Customer ATR

• Analyze of Customer ATR (New & Existing)
• Develop customer ATR plans, activities & target

OCS Ordering Channel

• Analyze the Customer Behavior on Sales Channel: Offline / Online / Self ordering / On Behalf / Web / App

Transportation Contract

• Negotiate for the best condition on annual transportation contract.
• Manage contract renew complete signage in time.

Online Trend Update

• Competitors market survey/ Update, Online journey of other platform. Trend of Online Business.
• Summary & Suggest action. Makro compared to other players in the market

1. University graduate (preferably business administration, management, marketing, economics, computer science)
2. At least 2 experience in ecommerce business.  
3. Preferred the candidate with experience in ecommerce customer experience in modern retail business.
4. Excellent ICT Skills.
5. Possess analytical and quantitative skills, with strong understanding of customers and products data analytics ecommerce platform.
6. Excellent communication, and Collaboration skills.
7. Able to demonstrate strong prioritization and organization skills, an ability to manage changing priorities and workload management with proven experience of meeting deadline.
8. Fluency in English