E-Commerce and Omni-Channel Executive [CCP for Retail Professionals and Associates]

2. Job Description and ResponsibilitiesThe role holds end-to-end ownership of Nasty Cookie's digital and trade channels,connecting the direct-to-consumer webstore, social commerce channels, retail outlets andcorporate and trade accounts into a single commercial and fulfilment operation. It coversonline storefront management, omni-channel integration, order fulfilment, trade partnershipdevelopment, retail data analysis and customer experience.2.1 E-Commerce Channel Management and Revenue Growth● Manage the Shopify storefront end to end, including product listing creation,merchandising of bundles and gift sets, pricing display, promotional mechanics andseasonal campaign build for peak periods such as Chinese New Year, Christmas andcorporate gifting season.● Operate and grow the TikTok Shop channel, including catalogue setup, live commercesessions, affiliate and creator collaborations, and channel-specific promotional planning.● Execute search engine optimisation across product and category pages, coveringkeyword structure, product copy, metadata and image optimisation, and track organictraffic and keyword ranking movement.● Plan and run the promotional calendar across the webstore and social commercechannels, coordinating launch timing with production capacity and outlet activity.● Monitor channel performance against sales targets, reporting conversion rate, averageorder value, traffic source mix and campaign return, and recommend corrective actionwhere targets are missed.2.2 Omni-Channel Integration and Retail Platform Enablement● Integrate the webstore with outlet-level stock and the point-of-sale system so thatinventory visibility, pricing and promotional mechanics remain consistent across alloutlets and online.● Establish and operate click-and-collect and outlet-fulfilled delivery flows, defining how anonline order is routed to the outlet or production site best positioned to fulfil it.● Monitor storefront functionality, page load performance, checkout completion and mobileuser experience, logging faults and coordinating resolution with platform support.● Evaluate and implement new retail technology across ordering, customer data andfulfilment, and assess emerging platform features for commercial relevance to the brand.2.3 Order Fulfilment, Inventory and Delivery Coordination● Take full ownership of end-to-end fulfilment for all order types, from order confirmationthrough production scheduling, packing, dispatch and final delivery, across online, bulkand corporate channels.● Consolidate all incoming orders from every channel into a single fulfilment view andsequence them against production and packing capacity.● Coordinate materials availability and manpower allocation with the production teamahead of confirmed order volumes, escalating shortfalls before they affect deliverycommitments.● Manage delivery scheduling, courier and logistics arrangements, packaging readiness,and returns or replacement processing.● Track fulfilment performance on on-time-in-full rate, order accuracy and issue volume,identify recurring bottlenecks, and implement process changes to remove them.2.4 Trade Partnership and Corporate Channel Development● Identify and source prospective cafe partners, retail distributors, OEM and white-labelclients aligned to the brand positioning and production capability.● Onboard new trade partners, covering product and pricing structure, minimum orderquantities, lead times, packaging specification and service expectations.● Prepare quotations, sales orders and delivery orders for corporate and bulk enquiries,and coordinate with production and logistics on large-scale runs.● Organise costing, volume and margin information to support pricing negotiation withpartners and clients, ensuring alignment with company margins.● Review trade partner performance on order volume, reorder frequency and margincontribution, and act on underperforming accounts.2.5 Retail Data Analytics and Commercial Insight● Consolidate sales, traffic and order data across the webstore, social commercechannels, outlets and trade accounts into a single reporting view.● Analyse product and SKU performance across channels to inform assortment, bundling,promotional depth and production planning.● Perform demand analysis ahead of peak periods and translate it into inventory andproduction forecasts.● Prepare periodic commercial reports and visualisations for management, presentingfindings and recommended actions rather than data alone.2.6 Customer Experience Management and Retention● Manage service quality standards across all customer communication channels, definingresponse time expectations and resolution protocols for WhatsApp, Email, TikTok andFacebook.● Own service recovery for order issues, delays and product quality concerns, tracking rootcauses and feeding them back into fulfilment and production process improvement.● Design and implement customer retention and loyalty initiatives across the online andoutlet customer base, including repeat purchase mechanics and post-purchaseengagement.● Analyse customer behaviour and sentiment across channels and reviews to identifyexperience gaps, and recommend improvements to the online and in-outlet journey.● Other Ad Hoc duties assigned.