Description
The COMO Group represents an integrated approach to living well, grounded in a celebration of diversity and a deep respect for authenticity. The Group’s businesses extend across hospitality (COMO Hotels and Resorts), fashion (Club21, Kids21, Dover Street Market Singapore), wellness (COMO Shambhala), organic living and specialty foods (COMO Dempsey, Culina and SuperNature) and philanthropy (COMO Foundation)Job Summary
The Manager of eCommerce Operations will be responsible for managing all eCommerce operations, online strategy & planning, content strategy & development, customer service, inventory management, logistics & order fulfilment, and general website management.
Responsibilities:
· Manage and grow performance across e-commerce platforms including campaign negotiations, pricing strategies, and platform relationships.
· Prepare plans for multi country site management and coordination with agencies to prepare website project management plans.
· Management of eCommerce operations in coordination with the departments of Retail, Logistics, Supply Chain and Inventory Planning. Focused on optimizing day-to-day order fulfilment to ensure timely and efficient order processing
· Responsible for master data, process flow and alignment to ensure products are launched accurately and timely
· Review and monitor operational SLAs and agree on actions for improvement. This can range from account registration to checkout pages.
· Launch and evaluate new marketing campaigns with support from customer insights to stimulate brand awareness, traffic and revenue growth in a multi label and channel business
· Analyzing and reporting on conversion and journey optimisation with regards to UX, online analytics, digital acquisition , customer journeys, A/B testing.
· Overlook and provide support for digital marketing and user engagement campaigns/content optimization effort
· Lead the e-commerce customer service team (both local and overseas) to ensure service excellence and process efficiency across all platforms.
· Serve as a senior point of escalation for complex customer issues, demonstrating exceptional problem-solving and conflict resolution skills.
· Manage third-party vendors and platform partners, including contracts, performance monitoring, and solution implementation.
· Collaborate with marketing, merchandising, and other relevant teams to improve sales, product listings, content, and website functionality.
· Identify and implement new technologies, tools, and strategies to enhance e-commerce operations.
· Stay updated with industry trends and competitor activities to maintain a competitive edge.
· Translate high-level business objectives into actionable customer service plans, defining deliverables and requirements for strategic projects.
Requirements:
· Bachelor’s degree in Business, Marketing, E-commerce, or a related field is preferred.
· Minimum 6 years of relevant experience and 3 years in a managerial or leadership role.
· Strong working knowledge of e-commerce platforms, digital marketing, and marketplace operations (e.g. Lazada, Shopee, TikTok Shop).
· Excellent communication, project management, and cross-functional stakeholder management skills.
· Experience in omnichannel strategies and online-to-offline (O2O) integration within direct-to-consumer businesses is a strong advantage.
· Highly adaptable, proactive, and collaborative, with a strong sense of ownership and accountability.
· Serve as a senior point of escalation for complex customer issues, demonstrating exceptional problem-solving and conflict resolution skills.