As our Retail Ops & Experience Lead, you will be one of the backbones of Retail Operations: driving initiative execution, enforcing governance standards, and ensuring that what gets decided in the room actually happens on the ground. This role sits at the intersection of planning rigor, stakeholder influence, and operational governance across our five core Ops functions: Sales Planning, Supply Chain Operations, Pricing, Retail Excellence, and Retail Experience.
You will play a central role across five key pillars:
Ops Governance & Process Formalization | Cross-Functional Project Coordination | Retail Experience & Store Operations Ownership | Retail Operations Function Support | Ad-Hoc Project Driver.
This is a high-impact role that blends coordination, analytics, and cross-functional leadership, offering a unique opportunity to restore and strengthen critical capabilities within our Retail Operations.
As part of an agile, AI-powered retail organization, you will collaborate with brilliant minds across
commercial, platforms, logistics and our regional teams to solve operational challenges, optimize efficiency, and deliver impact at scale.
Key Pillars of the Role:
Ops Governance & Process Formalization
- Ensure that operational standards, SOPs, and agreed initiatives are not just documented but actively adopted and adhered to across all our functions. The goal is behavioral change and execution consistency, with structured communication as the tool to get there.
- Drive SOP compliance across Commercial, Pricing, Sales Planning, Retail Excellence, Supply Chain, and Retail Experience by identifying gaps between what has been agreed and what is being practiced, and closing them through structured follow-through.
- Build the frameworks, guidelines, and process documentation that enable teams to operate consistently with minimum escalation
- Translate strategic decisions and leadership directives into actionable briefs that leave no room for misalignment on ownership, timeline, or expected outcome
- Develop and maintain governance materials such as initiative trackers, decision logs, and performance reviews that create accountability without micromanagement.
Cross-Functional Project Coordination
- Act as the operational anchor for projects and initiatives handed down from leadership, ensuring they move from brief to execution without losing momentum at handoff points.
- Coordinate across Pricing, Sales Planning, Retail Excellence, Supply Chain, and Retail Experience teams to align on timelines, owners, and deliverables.
- Track project progress, identify blockers proactively, and prepare concise status updates for Retail Operations team.
- Drive follow-through on action items from cross-functional meetings and ensure decisions are translated into execution.
- Support preparing materials for internal reviews, business planning cycles, and ad-hoc leadership requests.
Retail Experience & Store Operations Ownership
- Take full ownership of the ASC (Alibaba Seller Center) tool and Retail Experience scope, becoming the local subject-matter expert and driving continuous improvement in how we use the platform.
- Coordinate with Regional and Product Teams on feature local implementations, enhancements, and issue resolution related to ASC and Retail Experience tools.
- Identify gaps and opportunities in the Retail Experience journey, proposing and executing improvements that enhance buyer/commercial and/or customer satisfaction.
- Ensure that Retail Experience initiatives are properly scoped, resourced, and tracked through to delivery.
Retail Operations Function Support
- Provide analytical support that enables faster and better-informed decisions across the Operations function, particularly in areas with commercial implications
- Develop a working understanding of the core processes, KPIs, and day-to-day operations across all five Ops functions, enabling you to step in as a reliable backup for any function manager during absences and represent the team in cross-functional discussions with confidence
- Build and maintain tracking tools giving visibility across key operational metrics
- Flag anomalies and performance gaps with context and interpretation, not just data, and present findings to stakeholders with clarity
Ad-Hoc Project Driver
- Lead or contribute to cross-functional projects that drive measurable value, whether by supporting Retail initiatives beyond your core responsibilities, enhancing user experience, or identifying performance improvement opportunities
- Our progressive Retail team culture encourages every member to take on strategic projects as a way to learn, add value, and deliver impact in varied and meaningful ways across our Business Unit
Requirements:
- Bachelor's degree in Business, Economics, Industrial Engineering, or a related field
- 5 to 8 years of experience in operations, planning, or commercial roles, preferably within e-commerce, retail, or FMCG
- Proven experience in cross-functional coordination roles such as PMO, Business Operations, or equivalent
- Strong ability to structure ambiguity into clear narratives, frameworks, and executive-ready materials
- Basic understanding of Retail Operations across Supply Chain, Pricing, Sales Planning, or similar environments
- Ability to take ownership of our Seller Center, with the operational and e-commerce experience to ramp up quickly
- Strong analytical mindset, able to interpret data and translate it into business implications and actionable recommendations
- High discipline in execution follow-through, tracking, and governance in complex stakeholder environments
- Strong written communication in English
- Solid analytical proficiency in Spreadsheet (i.e. Excel); ability to build summaries and trackers
