About the job

The E-Commerce Operation Manager is responsible for Pandora Tmall flagship store and other 3rd party platform business to ensure the achievement of E-Commerce sales target and profitability target.

Principal Job Responsibilities:

• Plan and implement E-Commerce monthly strategy to achieve sales target and operational KPIs throughout the year.

• Be the expert of Tmall or other 3rd party platforms to win business opportunities as market leader.

• Coordinate with merchandising, marketing, and other internal parties to develop and manage each product launch, key events, and promotions; fully aligned with branding and global guidance.

Operation management

• Supervise TP to ensure the perfect execution of Tmall sales plan and daily operations.

• Drive effective and smooth communication with Tmall category managers, channel managers and project contacts to win resource for new product launch and key events as well as to keep positive relationship with Tmall.

• Ensure the best consumer journey of EC platforms via efficient co-working with merchandising, site merchandising, paid media, content marketing, platform leaders and external agency to improve conversion and ROI continuously.

• Be able to understand and analyze site traffic, store performance and customer profile to drive store performance and deliver sales result.

• Work with internal and external platforms’ legal teams to beat illegal actions on 3rd party platforms.

• Manage Tmall E-Commerce customer service with timely manner to achieve customer satisfaction and retention, including pre-sales and after-sales.

• Support to launch and manage new 3rd party platforms to drive continuous growth for Pandora E-Commerce.
  

Tmall marketing management

• Support in marketing execution, including content marketing, owned social platform (Weitao and brand hub) and Tmall IP pitch, to get effective traffic for short-term sales and fans engagement for long-term sales opportunity.

• Co-work with marketing team closely for global creative implementation, PR event, social media, and external media co-op.

E-Commerce Reporting

• Daily track and analyze sales performance to ensure the target achievement.

• Weekly and monthly review with reporting and optimization plan.

• Monitoring industry trends, best practice and competitor activity, relevant to E-Commerce customer experience and marketing

Cross Team & External Communication/Others

• Co-work with E-Commerce CRM manager for loyalty program and CRM initiatives.

• Align with internal customer service team to manage Tmall customer service to ensure the consistent and best experience on Tmall flagship store.

• Work closely with logistics team to ensure the best customer experience from warehouse and delivery as well as special project implementation support.
  

Qualifications & Experience:

• Minimum of 4 years’ experience driving successful multi-channel E-Commerce

• Minimum of 6 years’ work experience

• Experience of supporting an end-to-end E-Commerce channel strategy, either from brand or 3rd party platforms

• Experience and interest across a range of digital channels, including SEO, Paid Media & Social

• Ability to manage multiple projects with exceptional attention to detail

• Strong IT skills including proficiency in MS office suites

• Excellent planning and project management skills

• Bachelor degree in marketing, digital, E-Commerce or similar fields is preferred.

• Solid interpersonal communication skills & co-ordination abilities

• Organized, self-starter and able to multi-task & work under pressure

• Able to work autonomously and as an effective team player

• Good written and verbal communication skills (English and Chinese)