The Experience Manager will oversee the translation of regional strategy into customer experiences and sell-out programs. This role will be responsible for creating innovative approaches to making the online channel competitive in local markets. The ideal candidate should have a strong experience creating online experiences and is up-to-date with the latest e-commerce trends in the region.
Role and Responsibilities
Experience Design and Implementation:
Translate strategy into features and programs that can add incremental revenue
Develop and optimize customer experience and journeys and collaborate with cross-functional teams (e.g., product, marketing, support) to design and implement exceptional customer experiences.
Collaborate with subsidiary leads and head of departments to implement new features and sell-out/subscription platforms
Ensure proper testing is performed before feature/platform launch
Manage subscription and sell-out platform operations
Thought Leadership and Market Intelligence
Develop and maintain experience guidelines and standards to ensure consistency across all touchpoints.
Analyse customer feedback and data to identify opportunities for experience improvement and implement user testing and feedback loops to validate and refine experience designs.
Stay up to date on latest e-commerce trends and act as thought leader for the team
Distil and implement best practices from local subsidiaries and competitors
Benchmark competitor sell-out platforms and subscription services
External Partnerships Management
Identify key partners that will enable the implementation of subscription and sell-out platforms
Manage partner relationships and projects involving key partners, including timelines, budgets, and execution
Skills and Qualifications
Bachelor's degree in Economics, Business Administration, Psychology, or a related field.
Around 10 years of working experience, out of which ~5 years of experience in e-commerce, specifically in sell-out/subscription platform design and implementation is required
Experience in strategy or management consulting roles will be preferred
Proven track record with international/regional project management involving different markets and geographies within Southeast Asia
Experience with working with external finance/payment partners
Experience working on A/B testing and/or fields related to Behavioural Economics and UX/UI design psychology is not required, but will be a plus
Ability to work effectively in a fast-paced and dynamic environment.
Proficiency in Excel and PowerPoint
Strong problem-solving and analytical abilities.
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Regional Online Platform Program Manager