Lead and optimize O2O strategies across Japan and Korea, manage last-mile delivery and vendor partnerships, integrate online and in-store systems, analyze performance metrics, ensure consistent customer experience, drive process improvements, and manage local teams and compliance.
Job Overview
We are looking for an experienced and driven O2O (Online-to-Offline) Manager (Singapore based) to lead and optimize our O2O strategies and operations across Japan and Korea. This role is responsible for ensuring a seamless integration between Chagee’s digital platforms and physical retail presence in both markets. You will oversee delivery operations, manage external partnerships, optimize performance metrics, and ensure a consistent customer experience across all touchpoints.
This is a pivotal role that requires strong cross-cultural collaboration, market adaptability, and a deep understanding of digital and in-store user journeys.
Key Responsibilities
- Regional O2O Strategy:
Develop and implement tailored O2O strategies for Japan and Korea that enhance online-to-offline integration and drive market-specific growth.
- Delivery & Fulfillment Operations:
Manage last-mile delivery operations and third-party partnerships in both countries to ensure service reliability, speed, and quality.
- Process Optimization:
Identify areas for operational improvement and drive efficiency initiatives across both markets.
- Performance Analytics:
Monitor key metrics such as traffic funnels, conversion, and Ads performance; analyze customer behaviors and derive insights to inform business decisions.
- Customer Experience:
Ensure a seamless and consistent experience across all digital and offline touchpoints; respond promptly to escalations and service recovery needs.
- Cross-functional Collaboration:
Work closely with store operations, marketing, tech, and product teams to align O2O initiatives with broader business objectives.
- Technology Integration:
Support integration of online platforms with POS and store systems; evaluate new tools to enhance the customer journey.
- Market Research & Trend Monitoring:
Stay informed of O2O innovations, market shifts, and consumer behaviors in Japan and Korea; proactively adjust strategies accordingly.
- Compliance:
Ensure adherence to relevant local laws and regulations regarding O2O operations, digital payments, and delivery services.
- Team Management:
Lead and mentor local O2O team members in both Japan and Korea, cultivating a high-performance, customer-first culture.
- External Partnership Management:
Build and maintain strong relationships with delivery vendors, platform partners, and other third parties; lead contract negotiations and performance reviews.
Preferred Skills & Qualifications
- Proven track record in managing O2O or e-commerce operations in Japan and/or Korea.
- Strong understanding of consumer behavior and logistics models in both countries.
- Excellent analytical skills with the ability to interpret data and translate it into actionable strategies.
- Proficiency in digital tools and data analytics platforms (e.g., Google Analytics, Power BI, etc.)
- Domain knowledge of Japanese/Korean markets is highly preferred.
- Strong leadership and team management experience across multi-market operations
- Ability to manage cross-functional collaboration and stakeholder engagement.
- Experience in food & beverage, retail, or QSR (Quick Service Restaurant) industries is a plus.
- Entrepreneurial mindset and ability to adapt quickly in a fast-paced environment.
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