Job Overview
The Senior E-Commerce Manager in Indonesia will lead the overall strategy of online business growth in Indonesia being a part of the Royal Canin SEA strategy by unleashing the full potential of our:
- Online D2C stores (Shop-in-Shop in Marketplaces, Flagship stores, etc).
- Run operations and demand creation in today's Royal Canin D2C platform(s).
- Pet owner activations via online to drive awareness & educational content, identify & maximize on data points opportunities for collection & analysis.
- Define and drive roadmap for the future of Royal Canin D2C platform(s) including linkages across other demand models.
- Define and optimize D2C assortment; review portfolio performance on D2C channels at market level and monitor vs. plan; explore new ways of creating value (e.g. delivery times, subscription, service on top, etc.).
- Collaborate across pillars to create impactful JBPs & trading terms for Omnichannel accounts that sells both offline and online.
- Collaborate with P2P Managers especially on D2C selling via social channels.
Bringing to life our decisive, agile and entrepreneur behaviors, the objective is to drive awareness & online sales growth from a Sales and Marketing perspective and leverage the digital business transformation. The Senior E-Commerce Manager is accountable to support the overall strategy of the PSRO & e-Commerce Head.
Job Responsibilities
- Be accountable for overall strategy of online business growth in Indonesia
- Overall management of D2C model within Royal Canin ecosystem focusing on driving advocacy and recommendation from both professional and pet owners
- Management and operation of D2C stores to improve consumer experience.
- Create personalized consumer experience on D2C.
- D2C value proposition management driving D2C offering, performance and value creation using D2C differentiating characteristics.
- Develop service offerings for pet owners on D2C Partnership between professionals and D2C leading to qualified source of consumer traffic to D2C with reward for the professional, maximizing joint value creation
- Manage interaction of D2C with all other stakeholders within Royal Canin ecosystem, incl. eComm, Vet, Pro, etc., to build brand equity and prescription model that drive D2C penetration.
- Define role for D2C model in Royal Canin digital ecosystem.
- Define D2C recommendation strategy.
- Develop and run Royal Canin D2C platforms (incl. Royal Canin-owned platform and shop in shop on third party platforms like Lazada, Shopee, etc) to enable D2C sales with a subscription/recommendation model*, with local market adaptation.
- Set up UX design and A/B testing capabilities to improve consumer experience (incl. check out, funnel conversion, retention optimization, etc.)
- Establish best practice for online store sales execution.
- Provide best in-class premium service for consumers.
- Develop capabilities associated with automated P&L and earnings tracking and analysis.
- Create personalized shopping experience using input from individual pet owner profiles.
- Develop flagship store concept to enhance brand image; define in-store customer journey and build required messaging and touchpoints.
- Envision the evolution of D2C globally/regionally/locally,and create new features around the channel.
- Define D2C offering and portfolio Optimize assortment in each market based on consumer analytics results and strategic prioritization.
- Review performance of D2C portfolio and adjust strategy accordingly.
- Define opportunities to further create value and convenience for consumers (e.g. delivery times, subscription, service on top etc.)
- Initiate, develop & run new D2C projects.
- Define strategy across services.
- Integrate services for pet owner into Royal Canin D2C offering.
- Develop D2C-specifc services for pet owners.
- Define strategy across services and their possible dependence on consumer's loyalty.
- Provide qualified source of traffic to D2C and directly link with services for pet owners through partnership between D2C and professionals, e.g. special D2C promotions via professional referrals, subscription sign up directly at vet, etc.
- Act as Point of Contact between internal & external parties
- Strategize, plan, develop as well as execution of online demand generation, merchandising and marketing programs to drive online business growth.
- Develop relevant ecommerce strategies & tactics with the purpose of increasing customer conversion, engagement & loyalty.
- Manage online platforms, e-distributor and work with internal Supply Chain Team to plan overall ecommerce supply chain based on demand planning.
- Collaboration with Regional/Global D2C Team to implement company's overall Digital Transformation strategy of consumer acquisition, satisfaction and retention activities.
- Work with all business segments to align brand specific online content development.
- Work with Digital Marketing team to plan & develop digital marketing and social media campaigns. including SEO, SEM, etc as well as run CRM D2C initiatives in order to recruit and maintain customer loyalty.
- Monitor, compile, analyze, develop & distribute sales analytics, industry online activities and share relevant data with all business segments.
- Provide information to business on emerging e-commerce, digital and social marketing technologies and opportunities.
- Analyzing website traffic and sales data to identify opportunities for improvement.
- Managing and optimizing the ecommerce platform, including website design, product listings, and checkout process.
Job Qualifications
- Bachelor's degree in business, Marketing, Digital Commerce, or a related field; MBA or equivalent is a plus
- 5+ years experience in ecommerce, digital marketing, merchandising, etc
- Strong understanding of e-commerce / digital - Experience in working with online marketplaces such as Lazada, Shopee, etc.
- Experience in building & managing online business for direct store (.com) as well as shop-in-shop in marketplaces or retail.com strongly preferred
- Deep understanding and management of all e-Commerce metrics
- Expertise in both strategy & plan development, as well as execution of demand generation, merchandising and marketing programs to drive online business growth
- Hands-on knowledge of best practices in lead generation and a proven track-record of delivering qualified traffic from both an acquisition and conversion standpoint
- Strong Leadership and Teamwork capability
- Follow through and work with discipline to execute a mission on time with accuracy
- Self-driven, highly motivated, and comfortable interacting at various levels of an organization, up to senior management,
- Experience in driving strong customer partnerships
- Individual who thrives in an entrepreneurial and rapidly changing environment
- Language skills: English is a must, other additional languages useful
