MAJOR RESPONSIBILITY

• This person 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.
• This person is responsible for customer experience to Makro OCS service, including the e-commerce platform friendliness.
• He/she needs to work with operation team, customer development team, and Key account to improve customer satisfaction toward Makro service (Online & On behalf). He/she needs to work with IT Team to improve platform downtime, application and website enhancement, and function development.
• He/she needs to work with marketing to create the right campaign and evaluate service level both online and on behalf channel.
• He/she needs to work with legal for transportation contract agreement and need to negotiate for acceptable deal and look for transportation service provider who can fulfil business growth at target expense.

SPECIFIC DUTIES AND JOB FUNCTIONS

Internal and External Interactions:

Internal:

• Work with Marketing, Business I.T., Commercial, Legal.
• Work with Store Operations such as O2O Operation, Key Account, Customer Development, and MRA.
• Thailand team O2O, and I.T. Support.

External:

• O2O Customers.
• Transportation Company.

Functional Responsibilities:

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.

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

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 amongOperation/ 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.

• E-commerce knowledge: Online/offline integration (O2O), platform management

• Analytical skills: Sales, KPI monitoring, trend analysis

• Project & team management: Coordination across IT, marketing, operations, legal

• Customer service focus: Handling customer requests, complaints, and experience improvement

• Technical skills: Basic understanding of websites, apps, and front-end/back-end efficiency

• Communication skills: Internal teams and external stakeholders

• Problem-solving: Quick actions on errors, complaints, and platform issues