Requirements

• Bachelor’s degree or higher in IT, Business Studies, e-Commerce, or a related field.
• Strong understanding of e-commerce, with relevant experience preferred.
• Skilled in organizing, prioritizing, and managing tasks in line with project timelines while addressing the needs of various stakeholders.

Responsibilities

• Support E-Commerce operations (O2O) through on-site monitoring and assistance.
• Oversee enhancements to the E-Commerce platform, including ad hoc projects and channel development.
• Collaborate closely with the operations, digital marketing, logistics, and call center teams to ensure seamless E-Commerce development.
• Provide training and support to end-users regarding e-commerce systems and processes.
• Facilitate project team coordination to enhance communication and operational mechanisms among relevant project stakeholders.
• Assist in conducting user acceptance testing and quality assurance for e-commerce features and functionalities.
• Manage incidents and work requests, including regular analysis of issues.

Job Description

• Collect customer behavior and data using various tools and sources, including in-store surveys, feedback from stores, and interactive customer sessions, ensuring the data is relevant and suitable for analysis.

• Gather feedback and information from customers worldwide, including product reviews, survey responses, chatbot interactions, social media comments, and inquiries to customer service.

• Organize and analyze this data promptly to inform decisions related to products, stores, marketing, and services. We're seeking leaders who can drive business process transformations based on customer insights.

• Focus on product development, store enhancements, marketing strategies, and service improvements derived from customer reviews and emerging trends.

• Utilize technology to collect and analyze data from product reviews, customer feedback, surveys, and social media. Conduct user tests and offline discussions for further insights.

• Accelerate decision-making across relevant departments through quantitative and qualitative analysis, ensuring that products align with customer demand.

• Capture customer data through innovative services such as chatbots, Interactive Voice Response (IVR), and size measurement tools. These advanced services enable us to gather extensive data from global customers that was previously inaccessible.

• Identify insights to drive service improvements and create new demand through thorough analysis.

Requirements

• Ability to comprehend consumer and business needs and translate them into actionable steps.

• Confidently communicate and collaborate with key stakeholders in branding and commercial teams.

• Self-motivated with strong communication and interpersonal skills.

• Enhance data collection from stores and consumers by initiating campaigns.

• Possess professional survey design skills to create effective surveys that yield valuable business data.

• Proven analytical skills with a passion for applying them to complex situations.

• Familiarity with Hong Kong consumer behavior and the digital landscape is an advantage.

• Capable of driving change by influencing, inspiring, and collaborating with others.

• Experience in retail or FMCG is a plus.

Key Responsibilities:

• Customer Insights Collection: Gather diverse customer feedback globally through product reviews, surveys, chatbot interactions, social media, and inquiries to our customer centre.
• Data Organization & Analysis: Analyse and organize data efficiently to inform decision-making in product development, marketing strategies, and service enhancements.
• Trend Analysis: Utilize customer reviews and emerging trends to enhance our offerings and improve customer experiences across all channels.
• Tech-Driven Solutions: Leverage advanced technologies to collect and analyze customer data, including reviews, surveys, and social media insights, while conducting user tests and offline discussions.
• Accelerated Decision-Making: Collaborate with relevant departments to expedite decisions using both quantitative and qualitative analyses, ensuring we meet customer demands swiftly.
• Innovative Data Collection: Implement advanced services like chatbots and Interactive Voice Response systems to gather unprecedented amounts of customer data from around the globe.
• Customer Behaviour Exploration: Use various tools and sources, including in-store surveys and interactive sessions, to capture meaningful insights that drive analysis and strategy.
• Insight Discovery: Uncover actionable insights that lead to service improvements and new demand creation through thorough analysis.

Qualifications:

• Higher diploma or degree holder in hospitality, marketing or business-related subject
• At least 3-5 years of experience in customer service roles or fashion retail industry.
• Passionate in fashion trend and eager to devote new ideas and improvements for new products.
• Able to understand consumer and business needs and translate into actions
• Able to confidently communicate and collaborate with key stakeholders in brand and commercial team
• Excellent in Microsoft Excel, able to enhance data collection from both stores and consumers by launching campaigns
• Having professional survey designing skills to create effective survey to acquire data meaningful to business
• Excellent, proven record of analytical skills and passion to apply them to complex situation
• Understanding the local consumer behaviour and digital landscape is a plus
• Able to drive changes by influencing, inspiring, teaching, and collaborating
• Good command of English and Chinese

Interested candidates, please share your CV to gloria.ho@linksinternational.com or call Gloria at 3915 0224 for further discussion.