POSITION: Digital Operations Associate, Operations & Innovation
LOCATION: Shanghai/Singapore
JOB TYPE: Technical Support/Digital Operation
REPORT TO: Director Global Operations & Innovation
COMPANY: A world leading French cosmetics group.
INTRODUCTION/OBJECTIVE:
This position will be responsible for support and solution delivery of global ecommerce projects for COMPANY.
KEY RESPONSIBILITIES:
- Monitor and maintain portfolio of domestic and international ecommerce sites.
- Define and create use cases and value proposition through market research and create metrics for data-driven and value-driven business decisions.
- Coordinate and collaborate with internal and external resources providing outstanding, rapid-response email and phone-based technical support.
- Communicate with management team, development vendor and business area experts to improve product functionality, resolve issues, and improve consumer satisfaction.
- Escalation of unresolved issues is required; maintaining ownership of issues through resolution.
- Provide subject matter expertise for functional and technical aspects of the ecommerce platform.
- Maintain a high level of technical knowledge on web technology, SaaS offerings, development trends, and other industry related trends.
- Maintenance and Management of internal support tools, systems, and related roadmaps.
- Assist in testing updates to existing web applications and perform user acceptance testing for new integrations.
- Perform Quarterly site audit tasks and provide metrics summary on performance to management.
- Monitor, maintain and improve site performance for customers visiting the ecommerce sites across the globe.
- Strong troubleshooting/root cause isolation skills with web technologies such as .NET, JavaScript, HTML, XML, Web Services, SQL.
- Ability to work self-sufficiently and drive brand success.
QUALIFICATIONS:
Technical/Professional Requirements
- 2-5 years of technical software product development and support of a best in breed ecommerce platform.
- Must be able to communicate effectively to IT management as well as business area experts with skills such as empathetic and active listening, and clearly and patiently articulate solutions.
- Able to work in a fast-paced environment, including prioritizing and multi-tasking while paying close attention to detail.
- Previously used project/task management software system
- Experience launching web sites thru full project life cycle, working with the business to Identify requirements, design, develop, QA and launch end product.
- Experience working and coordinating directly with the Ecommerce business
- Demonstrate strong technical acumen for troubleshooting and problem solving.
- Must be able to quickly assess issues and react to changing circumstances and new information
Technical/Professional Requirements:
- Demandware or any other eCommerce platform.
- Systems integration – WebService {REST, SOAP), Batch, EDI, sFTP.
- ERP implementation and/or support experience is a plus.
- HTML, CSS, JavaScript.
- Analytics - Coremetrics, Google Analytics, Omniture.
- Exposure to eCommerce/CRM integration and affiliate marketing tools like Linkshare, product recommendation tools, online videos.
- Social integration technologies around facebook connect and social sharing.
- Exposure to mobile, Omni –channel technology tools and principles around responsive design, hybrid applications, mobile applications.
- Cross-Browser testing / functionality
- Microsoft Office applications -- Office Suite (Project, PowerPoint , Excel, Word), Visio and Project
