Position Description

Digital Operation Manager, Offline to Online (Retail, Omnichannel, Up to $6K)
Job Code 16537
Job Placement Location Singapore
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  • Our Client is a well-established Retail industry.

Responsibilities: ​

  • 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.

Key Responsibilities:


  • 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.

Requirements:   ​​

  • 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.

​Other Information:

  • 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 novita.tan@gmprecruit.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

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