Responsible for serving the needs of customers seamlessly across channels and verticals with digital experience through O2O (Offline to Online) Program.
You will be working closely with a team across various functions to identify and address customer pain points along their grocery shopping journey using innovative digital solutions.
You will be an advocate for Company's omnichannel solutions (e.g. Scan & Go), managing a group of Team Leaders to ensure smooth day-to-day operations on the ground and engage walk-in customers at the stores to adopt our digital solutions.
Work closely with O2O Program team to launch and operationalize omnichannel solutions (initial focus on Scan & Go) in Stores.
Manage a team of Team Leaders (TLs), Ambassadors and Attendants responsible for day-to-day operations of omnichannel solutions on the ground.
Act as first point of contact for store staff (e.g. Branch Manager, Chief Cashiers, key Team Leaders) for omnichannel related queries and discussions.
Support the team in basic troubleshooting of commonly encountered issues related to the omnichannel solutions.
Work closely with Retail Business to develop optimal staffing arrangements for Scan & Go operations as part of overall store manpower to drive productivity and efficiency.
Develop processes and Standard Operating Procedures (SOPs) to drive repeatability and consistency in O2O operations.
Ensure alignment and compliance with processes and SOPs.
Perform checks as required to ensure assortment, promotions and financial postings are executed accurately.
Recruitment and Training
Work with HR Business Partners to recruit O2O TLs, Ambassadors and Attendants.
Ensure timely replacement of staff as required to avoid disruption in operations.
Provide on the job training to store staff, O2O TLs, Ambassadors ad Attendants.
Work with O2O Program team to develop training materials.
Managing “Voice of Customer” Feedback
Actively engage customers to maintain a constant pulse and provide feedback to drive in-store and on-app enhancements to continuously improve customer experience.
Regularly check in with store teams to obtain feedback and improve operational processes and SOPs.
Understand product road map and support user acceptance testing for new features.
Diploma or Degree holder.
Minimum 3 to 5 years of relevant working experience in the Retail industry. Direct experience in Grocery retail is highly preferred.
Interest in omnichannel and digital retail solutions.
Meticulous, attention to detail.
Excellent communication skills.
Working Location: Joo Koon.
Working Hours: Mondays to Fridays, 8.30am to 5.30pm.
Critical: Due to the organization's affirmed support and commitment to developing a Singaporean core, this role is only available to Singaporeans.
To apply, please visit www.gmprecruit.com and search for Job Reference: 16537.
To learn more about this opportunity, please contact Novita Tan at email@example.com
We regret that only shortlisted candidates will be notified.
GMP Recruitment Services (S) Pte Ltd | EA License: 09C3051 | EA Personnel: Novita Tan | Registration No: R1220374