O2O Manager

The Role

The O2O Manager serves as the central execution lead bridging Guardian’s Store Support Centre and Store Operations to bring omnichannel and wellness initiatives to life in stores.

This role translates strategy into scalable in-store execution by operationalising wellness services, leading omnichannel retail integration, and ensuring seamless customer journeys across physical and digital touchpoints.

Working closely with Commercial, Marketing, Store Operations, and Space Management, the role will drive end-to-end implementation of health & wellness programs, in-store digitalisation initiatives, and category-led omnichannel experiences.

PRINCIPAL ACCOUNTABILITIES

A.      Operationalisation of Wellness Services

·       Lead end-to-end rollout of all in-store wellness services.

·       Translate business development concepts into executable operating models, SOPs, and store deployment plans.

·       Build implementation roadmaps and track pilot performance, ROI, and scalability.

·       Work closely with Store Operations & People & Culture to enable advisor coach’s training capability that deliver operational excellence standards, and knowledge-based selling.

·       Coordinate with external partners and vendors to ensure service readiness, compliance, and seamless customer experience.

·       Monitor service adoption, customer journey friction points, and operational feedback loops to refine execution.

B.      Omnichannel Store Execution

·       Lead execution of in-store omnichannel initiatives including ESL rollouts, category shelf liners, QR code integration, and digital customer journey enhancements.

·       Own end-to-end governance and implementation of QR code ecosystem across store touchpoints (POSM, shelf liners, ESL screens, signage) and online channels (app, website)

·       Align with Space Management to ensure category decision trees translate into effective omnichannel shopping behaviour.

·       Coordinate with Marketing, Commercial, Digital and Store Ops teams for rollout timelines, campaign alignment, and execution consistency.

·       Drive continuous improvement of store-to-app integration to strengthen customer engagement and conversion.

COMPETENCY AND SKILL REQUIREMENT

·       Bachelor’s degree in Business, Healthcare, Pharmacy, Life Sciences, Retail Management, or related disciplines.

·       At least 5 years of relevant experience in retail operations, category management, omnichannel project management, healthcare/wellness services, or digital transformation.

·       Proven track record translating strategy into operational execution within multi-stakeholder environments.

·       Strong project management capabilities with ability to manage complex store rollouts.

·       Experience working cross-functionally with Commercial, Marketing, Operations, and Technology teams.

·       Strong analytical skills with ability to track KPIs, ROI, and operational performance.

·       Proficient in PowerPoint, Excel, and structured project tracking tools. 

·       Strategic executor able to balance big-picture thinking with hands-on delivery.

·       Strong stakeholder influencer capable of navigating matrix reporting environments.

·       Highly organised with strong attention to operational detail.

·       Customer-centric mindset with passion for health & wellness innovation.

·       Comfortable operating in ambiguity and building new capabilities from the ground up.

·       Collaborative leadership style with strong interpersonal communication skills.

·       Curious, proactive, and adaptable; thrives in pilot-driven, test-and-learn environments.