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Digital Retail and Loyalty Manager

  • Location
    • Shanghai, Shanghai
  • Schedule Full time
  • Posted

Description

Roles & Responsibilities: Digital Retail
• Develop in-depth understanding of GMPI business and its operations.
• Define overall omini-channel retail customer-experience, key experience of new vehicles,
merchandise & lifestyle packages plan iteratively. Build the roadmap for Merchandise and Lifestyle
Packages.
• Plan and manage the eCommerce business growth at store level, and daily store operational
activities with close working relationship with all key functions in the organization as well as external
marketplaces and vendors.
• Work with Head of Digital Retail to develop short-term, mid-term business development strategy, plan
and goals.
• Support contract terms negotiations with existing/new platforms and vendors, & liaise with internal
stakeholders (e.g. Legal, Finance, Purchase, CyberSecurity, etc).
• Manage monthly business operations rolling forecast vs actual.
• Manage and maintain relationship with the internal platform stakeholders as well as external
agencies/platforms (e.g. Tmall, JD,TikTok, and others) counterparts to ensure timely and accurate
platform or market information.
• Negotiate with platforms’ counterparts to ensure sufficient resources earned on the platforms to
support the store growth targets especially for promotional events such as 520, 618, double 11,
double 12, etc.
• Responsible for all eCommerce stores (internal and external) operational deliverables, including store
level promotion plan, customer services, store function upgrade/optimizations, support function
development and integration.
• Work very closely with Marketing teams to develop strategic, customer-centric promotion plans. Cocreate
the required content and management/maintenance of the accuracy/compliance content.
• Work closely with the Customer Experience (CX) team on the timely updates on the respective
consumer digital journeys and MOTs in order to react timely to the consumers’ sweet spots in terms
of strategy, plan and executions.
• Liaise with internal support/service functions (i.e. Legal, Finance, Purchase, Cyber Security, etc) and
external vendors (e.g. TP agency, platforms, vendors, etc) to ensure the stores are operating to
achieve the operations and business targets in transparent and efficient way.
• Conduct standard operations process review, and on-going operation working process initiation and
optimization.
• Manage TP agency on the daily basis to ensure implementations and executions are delivered
consistently with the planned stores operational plans and timelines. Closely monitor orders tracking
to ensure complete timely and quality fulfillment of all orders.
• Scout innovative practices from retail industry as well as new digital channels or technology
opportunities and constrains.
• Develop a sharp version of how digital tools can boost the performance of GMPI retail business:
reinventing the client experience in store, providing retail communities with the right tools etc. Define
accordingly the digital products and experience to be created.
• Advocate for digital retail team and support the change and transformation of GMPI retail business
through lifestyle products and experience.
• Be the voice of customers to advocate for improvement plans in product/service offerings, roadmap
and customer shopping experience.
• Define business value KPIs and monitor ROI to prove values of product and experience programs.
• Lead to compile and present timely daily/weekly/monthly/bi-annual/annual stores performance review
reports with insights, learnings and optimization action plans.
• Lead market analytics to understand market trends identifying the next growth opportunities or to
address business needs. Regular and ad-hoc market update or competition report required and on
demand.

Roles & Responsibilities: Customer Incentives and Loyalty Program
• Define overall points accumulation and redemption experience. Build the roadmap for the overall
customer incentives and loyalty program.
• Work with Head of Digital Retail to define the overall customer incentives and loyalty program
strategy, plan and goals based on the overall customer journey and MOT experience of the core
target personas.
• Work closely with the strategy agency to design the overall rules of customer incentives and loyalty
program, such as points issuance and redemption rules, customer segregation and qualification
criterion, reward categories and valuation.
• Work with Head of Digital Retail and Finance team to manage the overall budget of this program
based on the system designed.
• Work closely with cross teams (e.g. Community, Aftersales Ownership Services, Connectivity, etc) to
integrate their requirements as well as their input required regarding the customer incentives and
loyalty program system.
• Manage and monitor all operations relating to the customer incentives and loyalty program.
• Identify suitable third-party partners to deliver customer incentives/privileges and, negotiate with
relevant suitable partners for incentives/privileges pricing and delivery.
• Support contract terms negotiations with existing/new platforms and vendors, & liaise with internal
stakeholders (e.g. Legal, Finance, Purchase, CyberSecurity, etc).
• Manage monthly business operations rolling forecast vs actual.
• Manage and monitor the redemption and its related fulfillment process and, timely resolve issues
based on customers’ feedback.
• Collect customer data on program implementation, optimize the customer incentives and loyalty
program aptly.
• Manage and monitor the process of points issuance and redemption and make optimizations based
on the budget forecast and realization.
• Drive new revenue streams and commercial services value propositions through pilot programs and
capture learnings to refine expansion plans.
• Be the voice of customers to advocate for improvement plans in product/service offerings, roadmap
and customer redemptions experience.
• Define business value KPIs and monitor ROI to prove values of product and redemption experience
offerings.
• Lead to compile and present timely daily/weekly/monthly/bi-annual/annual operations performance
review reports with insights, learnings and optimization action plans. Mange both quantitative and
qualitative analysis, analyzing all redemptions performance and competitor analysis.
• Lead market analytics to understand market trends identifying the next growth opportunities or to
address business needs. Regular and ad-hoc market update or competition report required and on
demand. Research and analyze product and redemptions trends by keeping up to date with the latest
offerings from the market (both local inland and international) and coordinating with both internal and
external stakeholders to create demand generation and new opportunities.

Additional Description

Competencies:
• Highly organized, detail oriented and focused on quality control and execution efficiency.
• Ability to confidently champion innovative ideas and approaches.
• Understanding of business process management, concepts and techniques, including process design
and cost analysis.
• Team player who can successfully collaborate cross-functionally to drive results.
• Effectively work and manage agency partners and suppliers.
• Strong sense of urgency and ability to move projects forward at a quick pace.
• Ability to make quick decisions with incomplete or ambiguous data. Able to make sound decisions
based on a combination of analysis, wisdom, experience and judgement.
• Highly effective presentation skills: one-to-one, small and large groups with peers and bosses,
internal and external of the organization.
• Ability to identify issues/opportunities and develop solutions and recommendations.
• Ability to effectively manage multiple assignments utilizing highly efficient time management.
• Ability to break down barriers and quickly achieve high impact progress within a bureaucratic
organization.
• Ability to work well in a complex team environment and marshal resources (people, funding, material,
support, etc) to get things done; uses resources effectively and efficiently.
• Ability to work under pressure independently and be flexible in working hours.
• Ability to travel.
Skills & Knowledge:
• Strong critical thinking skills.
• Strong meeting facilitator – inclusive.
• Outstanding project management capability.
• Good priority setting.
• Good MS Office skills (especially but not limited to Powerpoint, Excel, Word, Outlook).
• Ability to write clearly and succinctly in a variety of communication settings and styles; can get
messages across that have the desired effect.
• Able to work efficiently both solo as well as collaborative teamwork.
• Good command of both written and spoken English.
Character:
• Positive, cheerful, self-motivated, passionate, dare to try, out-of-box thinking, solutions finder and
respectful.
Qualifications
• Must have minimal 4-5 years of strong digital retail, e-commerce ecosystem setup and operations
management hands on experience in premium brands.
• Minimal 4-5 years of relevant customer rewards and loyalty program design and implementation
experience in luxury auto or luxury industry is a plus.
• Customer incentives and loyalty program design and implementation experience at Amex Black Card,
Banyan Tree Hotel, Amara Hotel experience is a plus.
• 2-3 years of international 4A Media or Digital agency experience is a plus.
• Strategic-thinking and implementation experience in luxury auto or luxury industry is preferred.
• Proven track record of delivering large-sale digital initiatives from conception through completion.
• User-focused and result-driven. Proven analytical and quantitative skills with the ability to use data to
drive prioritization and business cases.
• Mastering of agile methodologies.
• Ability to seamlessly work across functional and organizational boundaries with a reputation for
influencing an earning trust across levelled and organizations (teams incl. Sales, Marketing, Brand,
Customer Experience, Customer Engagement, IT/Operations, Purchase, Legal, Cyber Security, etc.).
• Demonstrated strong verbal and written communication and presentation skills, including an ability to
effectively communicate with both business and technical teams. Proficiency in multi-cultural
environment.
• Excellent interpersonal skills. Leadership/Team spirit/Collaborative mindset.
• Proven ability to work with senior management.
• Education: BA above /Master

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