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Regional Omni Channel Lead

Reporting to the Global Omni Channel Manager, the Regional Omni Channel Lead is responsible for the business support and act as an project member for Omni Channel implementation within the Asia Pacific. Being part of the ECCO Omni Channel journey you will identify future key capabilities, propose process improvements and support daily operations on all possible customer journeys. Customer Experience is the most important element in Omni Channel, all activities and improvements we do support our customer journeys. To enable this you contribute to the projects implementation and support the long-range plan for ECCO for the Asia Pacific markets and channels, including stores and ecommerce, in collaboration with your key stakeholders. Omni Channel strategy encompasses all our customer journeys and their experiences from reimagining today’s 4-wall operating model all the way through to defining and prioritizing critical digital and store capabilities for long-term investment.

 

As Regional Omni Channel Lead you support daily operations related to Omni Channel, support and monitor Omni Channel project implementations in our Asia Pacific region. Everything to enable a flawless customer experience in Digital and Retail. You will operate in alignment and report out to the Global Omni Channel Manager, taking end-to-end lead for our Omni Channel projects in the region and work with the local market stakeholders and regional IT teams.

 

WHAT YOU'LL DO:  

  • Support the Global Omni Channel Manager in leading and partnering with market business partners and IT teams in the region

  • Perform regional market assessments, competitive benchmarking, and create customer insights

  • Liaise with business partners, proactively identifying and communicating issues, updates and sharing best practices cross markets

  • Based upon evaluation, market insights and analysis you will propose improvements for the customer journey within Omni Channel processes to the Global Omni Channel Manager

  • Develop productive relationships with market leaders and product managers across the organization to influence how Omni Channel can enable new sources of value

  • Work with the different market Retail and E-Commerce teams on a hassle-free customer shopping experience

  • Provide support and facilitate innovative and experimental application work to test new ideas with bounded cost and time frames together with our Developers / Supplier

  • Identify key issues, structure ambiguous problems, and develop workplans to drive insights

  • Synthesize findings, structure presentations, and communicate action items and recommendations to senior management and cross functional leadership team to drive alignment

  • Project evaluation & definition of learnings and improvement

  • Scope and implement consumer insights projects/analyze consumer insights data to test hypotheses and identify actionable opportunities for the region

  • Act as Single Point of Contact for the EAP region to the Global Omni Channel Manager    

Education

  • Bachelor's degree or equivalent experience, business or technology related

Experience

  • 5+ years’ of professional work experience, preferably within digital, retail, DTC and related to Omni Channel or cross department projects

  • 3+ years’ experience working in international retail and or ecommerce roles

  • Demonstrated track record as an outstanding problem-solver

  • Experience with project management methodologies like Prince 2 and tools like Scrum / Agile

  • Demonstrated initiative and ability to work independently and to manage cross-functional business partners who are not direct line reports

Other competencies:

  • Able to quickly identify key issues and develop hypotheses
  • Able to work in and bring structure to ambiguous environments
  • Very strong written and oral communicator with proven ability to communicate with senior executives
  • Strong retail business acumen
  • Able to assess impact of decisions on overall business
  • Excellent interpersonal and people skills
  • Able to identify barriers to successful implementation and capable of guiding teams and leaders to mitigate barriers
  • You're passionate about E-Commerce, Retail & Omnichannel
  • Great communication & planning skills
  • Approaches conflicts as opportunities; understands others quickly; can find common ground without comprising total position
  • Very strong project and process management skills, including ability to independently disaggregate problems into defined workplans

Mobility/Travel

  • Frequent traveling for multiple days / weeks throughout the Asian Pacific markets where Omni Channel projects are being implemented

  • Occasionally traveling during business as usual

 

AT A GLANCE

Department Digital & E-Commerce

Location Singapore (Singapore)

Advertised 12. January 2020

Deadline 14. February 2020

 
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