Title:  Manager eCommerce Operations

Job Summary

The role is responsible for DKSH’s eCommerce operations in Malaysia within our Consumer Goods Business Unit. In working with the digital and cross functional teams, this role will drive business efficiency and growth through continuous improvement of client and customer experience.  It will also be responsible to drive key projects that improve upon current systems and SOPs for order processing, cash management, and reporting.

Job Responsibilities

1. Deliver Operational Excellence:

• Lead and manage the eCommerce operations team to deliver on key KPIs of Net Sales, Order time to deliver, CFR, and AR.
• Actively manage team cash flow through trade claims recovery from clients and accounts receivable from customers. 
• Improve A&P planning processes and streamline use of Exceedra as the ECOM A&P control tool.
• Lead the team in supporting sales to manage inventory, promotional mechanisms, and efficient stock balancing between online and offline channels.

2. Drive Continuous Improvement:

• Conduct thorough analysis of current processes and systems with a focus on order processing, order fulfillment/lead time to deliver, and systems performance.
• Leverage insights to propose and execute key projects for continuous business improvement that deliver better service to clients and customers.
• Reduce manual workload and increase efficiency through automation.

3. Proactive Stakeholder Engagement:

• Collaborate with eCommerce clients and customers to build strong relationships and provide strategic direction for business growth.
• Foster and maintain relationships with Malaysia cross-functional teams, such as finance, supply chain, and client teams to ensure effective execution of plans.
• Collaborate with peers across ECOM teams in other markets, regional resources and BU teams to facilitate learning and best practice sharing.

4. Support Business Development:

• Spearhead efforts to develop new digital solutions for clients and customers that impact the business.
• Work with BD to expand the pipeline of new accounts and grow existing digital client and customer businesses.

Job Requirements

• Bachelor’s Degree or equivalent
• Minimum five years’ experience in a similar role
• Minimum two to three years’ experience in a managerial capacity
• Preferably from Platform, E-enabler or FMCG background
• Digital savvy with knowledge of eCommerce business models, operations, technology.
• Strong commercial and negotiation skills.
• Client Management / Management Consultancy experience is a plus.
• Familiarity with SAP is an advantage.