E-Commerce Manager – Primary Position Objective
The primary role of e-commerce Manager is to develop and execute go‐to‐market strategies of direct to consumer to achieve new business growth targets (Revenue, Customer transaction # and conversion rate, etc). As part of the DTC team, you will work closely with other revenue leaders, marketing, FP&A, GTS, Distribution, Legal, QARA & TSV teams in country, APAC region & global. You will manage the day‐to‐day trading and maintenance of our direct to consumer websites and brand stores on marketplaces to achieve commercial growth targets, and be involved with any new eCommerce improvements, projects and initiatives.
Job Environment
Under the direction of the APAC DTC Lead, this role is responsible for supporting Resmed Korea's online sales & customer experience. This role requires pro‐active facilitation within the organization, across multiple departments and locations, to ensure timely execution of key deliverables required to meet Resmed's country, regional & global goals.
Responsibilities
* To lead, implement and champion new e‐commerce opportunities in Korea.
* To ensure delivery of best‐in‐class e‐commerce experience for all consumers engaging with Resmed.
* To work closely with the teams from all functions towards Resmed's common goal of sustainable growth by maximising acquisition, retention, loyalty and lifetime customer value.
* To develop and continuously improve the e‐commerce fulfilment process to maximise customer satisfaction.
* Develop and implement strategies to increase sales through existing & new DTC channels.
* Manage all e‐commerce platforms – content, technical aspects & uptime.
* Ongoing reporting on sales, digital campaigns and promotions, website analytics and customer engagement & other necessary metrics as needed.
* Work closely with the Korea revenue team to execute online campaigns and manage day‐to‐day operations for DTC channel.
* Responsible for liaising with online stakeholders including but not limited to revenue, marketing, finance, distribution, legal, QARA, tech services, CCC, external agencies & vendors.
* Collaborate with internal and external logistics/fulfilment teams to ensure a seamless consumer online‐to‐offline experience.
* Maintain current knowledge of the organization's products and services.
* Manage a team of e‐commerce executives/admins/specialists.
* Contribute towards financial forecasting & business planning.
* Hire, onboard & mentor team members as needed.
* Manage DTC P&L for Korea.
Qualifications and Experience
* Strong experience in e‐commerce management including online merchandising, sales, fulfilment, customer service, operations and logistics across brand owned & 3rd party platforms (e.g., marketplaces).
* Experience working with enterprise level web platforms such as Shopify, Magento, Big Commerce.
* Experience in managing projects through platform changes, upgrades, testing and integration of new technology and systems.
* Strong stakeholder management skills.
* Strong leadership skills.
* High attention to detail, and able to execute tasks with a sense of urgency.
* Excellent oral and written communication skills.
* Experience with web analytical and marketing tools/services.
* Strong understanding of e‐commerce technology, including platform, payment process, content management, CRM, automation.
* Proven budget management, rostering and process implementation skills.
* Experience working with digital agencies, IT and e‐commerce vendors and global marketing teams.
* Proficiency in Korean and English.
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