- Be the key support of online sales growth by optimizing and managing E-Commerce Daily Operations closely with Logistics/Call Center/Accounting/IT teams.
- Facilitates the continuous improvement processes of all E-Commerce operation proecss, ensuring all Key Performance Indicators (KPI) are achieved. Driving and executing action plans for any necessary improvements.
- Manage all E-Commerce related issues daily with Call Center including but not limited to complaints handling, return/exchange, charge back inquiries, site issues etc.
- Monitor closely payment status and fraudulent orders situation on the website, suggest optimization process with vendor if needed.
- Work closely with DC Ops to optimize E-Commerce operation in terms of order fulfillment process such as delivery, return/exchange, order cancellation etc.
- Understand the best practice for E-Commerce Operation, providing recommendation and support in optimizing operation process in all aspects related to E-Commerce.
- Ensure store staff training is well implemented for all Omnichannel related service together with Retail Performance team.
- Manage local packaging production, ordering and delivery.
- Support in defining the best operation process for Omnichannel related service (such as return in store, click & collect etc) with Logistics and Retail team.
- Support in special E-Commerce projects, New Warehouse project.
- Perform additional duties and responsibilities as necessary during business growth.