Multi-Channel Manager

ROLE OVERVIEW:

The purpose of this role is to drive profitable online growth for JD Sports Malaysia, whilst motivating the multi-channel team to deliver sales and profit targets for the year. Part of this role is to co-ordinate the day-to-day multi-channel fascia activity and report on its progress, ensuring all digital comms and strategies are geared towards meeting all growth targets. You will continuously identify commercial opportunities to improve sales/profit, and gain necessary internal and external stakeholder buy-in.

KEY DUTIES/RESPONSIBILITIES:

• Regularly reviewing, evaluating and benchmarking the JD Malaysia Multi-Channel proposition to ensure appropriateness to deliver the sales and profit plan. Working with the Head of Multi-Channel and broader team to develop a Multi-Channel trading plan to develop a Multi-Channel trading plan to drive traffic, deliver the sales / profits, and maximise onsite conversion. Agreeing this with all appropriate stakeholders and working with the appropriate teams to deliver this.
• Maintaining, developing and advancing the website in such a way that continuous improvements to visitor numbers, get to product, add to basket, checkout completion and conversion rates are delivered. This includes all elements of the experience: search, navigation, photography, copy, online merchandising, mobile, kiosks etc
• Determining the appropriate enhancements and upgrades that are required to the website to deliver the current and future needs of the business. Developing business cases for these changes and pitching these to senior management.
• Deliver appropriate revenues in line with the budget plan and ensure that sufficient cost controls are in place. Ensure that the sales and profit plan is delivered at the budgeted marketing cost.
• Working with the APAC lead and Head of Multi-Channel, implement best in class Multi-Channel customer acquisition techniques for the market, to ensure that high volumes of new customers are acquired profitably by the business through all appropriate digital marketing channels.
• Working with the Retail, Buying & Merch, and Marketing teams to develop holistic business marketing strategies that lead with digital and online acquisition, and conversion. Work with the Retail and Marketing teams to ensure the conversion of store only customers to Multi-Channel customers is maximised. Identifying opportunities to enhance the in-store multi-channel experience.
• Working with the APAC Lead, Customer Care Lead and CRM Lead, implementing best in class Multi-Channel retention techniques to ensure that the majority customers are retained by the business. Introducing segmented customer life cycle marketing, behavioural marketing, and appropriate reactivation campaigns. Including: abandoned cart emails, new customer programmes, post-purchase surveys and customer reviews.
• Working with the Conversion teams to maximise onsite conversion. Continuously identifying, testing and implementing improvements.
• Developing strong relationships with suppliers and partners to ensure effective delivery of services to the business and department. Working quickly to resolve any issues before they impact upon performance.
• Working with third party suppliers and other relevant parties on collaborative marketing strategies to drive Multi-Channel performance.
• Identifying, managing and mitigating risks to the fascia’s performance. Ensuring that potential risks to service, sales and profits are quickly identified and mitigation plans put in place before they impact upon business performance.
• Ensuring that the Multi-Channel team is appropriately equipped to undertake their duties and that the facilities enable their efficient conduct of work.
• Leading, motivating and developing the Multi-Channel team to ensure high levels of job satisfaction and colleague retention. Ensuring that all team members have accurate job descriptions and appropriate KPIs to monitor their performance. Holding weekly team meetings to ensure the team are keep up to date with developments within the department.
• Responsible for JD Malaysia Multi-Channel P&L.
• As part of the Multi-Channel management team setting a great example to all colleagues of the business.

REQUIREMENTS:

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Commerce or equivalent
• Required language(s): English & Chinese
• At least 5 years’ experience in an Ecommerce management position
• Experience using Google Analytics
• Analytical skills are essential
• Strong attention to detail
• Excellent verbal and written communication skills
• Ability to work as part of a small team in a fast moving environment
• Proactive, independent, and result oriented
• Willing to travel and possess own transport
• Willing to work in Bandar Utama, Damansara (Malaysia) or Singapore