Description
The Role
The Senior 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 while supporting the development of Guardian’s broader omnichannel and wellness strategy.
PRINCIPAL ACCOUNTABILITIES
A. Operationalisation of Wellness Services
• Lead end-to-end rollout of in-store wellness services (e.g. skin & scalp assessments, health checks, future diagnostic services).
• Translate business development concepts into executable operating models, SOPs, and store deployment plans.
• Partner with Head of Business Development to build implementation roadmaps and track pilot performance, ROI, and scalability.
• Work closely with Head of Store Operations to ensure advisor training readiness, operational excellence standards, and knowledge-based selling capability uplift.
• 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 & Project Management
• Lead execution of in-store omnichannel initiatives including ESL rollouts, category shelf liners, QR code integration, and digital customer journey enhancements.
• Own governance and implementation of QR code ecosystem across store touchpoints (POSM, shelf liners, ESL screens, signage).
• Align with Space Management Manager 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.
C. Category call-outs ownership
• Physical stores (shelf talkers, signage, secondary displays)
• Online channels (app, website, marketplace listings)
• Own the end-to end QR Code creation and implementation (using our vendor Branch)across all store touchpoints (category shelf liners, ESLs digital screens, POSM, etc).
• Align and execute QR Code governance rules with Marketing / Commercial / E-Commerce /Store Ops
o Naming conventions for QR Codes (e.g. “Scan to Shop Online”)
o URL/deep link structures
o Linkage level, i.e. QR Code scan / redirect to Guardian.com/app vs category vs brand vs Category teams
• Ensure all QR usage aligns with category decision trees and overall customer journey design (in partnership with SRD/Category teams)
D. Strategy Development & Cross-Functional Integration
• Support the Director, Omnichannel & Business Development and Guardian Leadership Team in shaping Guardian’s overall strategy and omnichannel & wellness roadmap.
• Provide ground-level insights from store execution to refine strategic direction.
• Contribute to business case development, pilot evaluation, and long-term scaling frameworks.
• Act as a key integrator between Store Support Centre functions and field execution teams.
COMPETENCY AND SKILL REQUIREMENT
• Bachelor’s degree in Business, Healthcare, Pharmacy, Life Sciences, Retail Management, orrelated disciplines.
• At least 5 years of relevant experience in retail operations, 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.