Job Description
The Market Ops Lead is responsible for the overall delivery health of the market across operations for the Respective MY/SG Markets to ensure service centre adoption, develop strong relationships with each market division/brand team. Connect with key business executives and stakeholders involved in e-commerce service responsibilities. They will be a first point of escalation for conflicts/incidents for delivery hubs. Manage a multi-brand commerce portfolio across marketplaces, balancing investment, growth strategy, and margin objectives across 10 to 15+ brands within a single market.
Primary Responsibilities include:
Serve as the lead point of contact for management matters and partner with delivery location leadership to assess resolutions for the service centre teams
Align delivery of services for respective markets based on the contractual staff alignment and scope
Develop trusted advisor relationships with brand teams that actively work with the service centre teams
Ensure the timely and successful delivery of services and are meetings the required KPIs agreed with the market
Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
Manage service levels and KPIs across deliverables (Volumes, TAT, Quality of Services, SLAs, Client Feedback, etc.)
Represent team to present Weekly/Monthly/Quarterly Reports for internal and external Stakeholders
Assist with challenging client requests or issue escalations as needed
Establishing working relationships with e-commerce vendor partners to deliver common goals for the client brand teams
Understanding the key business drivers for the e-commerce channel and managing channel forecasts of Volumes expected to ensure appropriate staffing/alignment
Collaboration with internal and external stakeholders to achieve the desired share in each category
Ensure adoption of services across all brands in the market and applicability of required tools/processes, i.e., Workflow Management
Manage monthly forecasts and capacity planning
Drive all process dissemination and overall adherence of the service centre teams
Skills and experience:
Min 5-6 years of experience and understanding of various Ecomm channels used and available in the market, 1-2 years of team leading experience.
Preferred knowledge of the market nuances of FMCG clients using E-commerce platforms
Knowledge of Content Management Systems (CMS) or Web Content Management Systems (WCM or WCMS), Market places, and E-Retailer platforms
Working knowledge of Microsoft tools
Excellent communication skills, Client Service Management, Risk & Issues Handling, Working in Diverse located teams
Strong Interpersonal and communication skills, including the ability to interact effectively with internal and external team
Ability to work independently with minimal supervision as a self-starter and chase down people/teams to achieve closure when required.
