Customer Experience Operations Manager (E-Commerce, F&B Delivery)

About the Company:
Our client is a prominent player in the food delivery industry, well-known for its innovative approach to connecting customers with local restaurants and riders. As the company continues to grow, they are dedicated to enhancing the customer experience through efficient, reliable, and responsive service across all touchpoints.

About the Role:
The Customer Experience Operations Manager will play a crucial role in overseeing the performance of both in-house and outsourced customer care teams. This position will involve driving key projects to optimize customer service, reduce costs, and ensure the highest levels of satisfaction across both English and Cantonese-speaking customers, restaurants, and riders. The ideal candidate will be analytical, have strong leadership skills, and possess experience in customer service operations within fast-paced environments.

Key Responsibilities:

• Oversee daily operations for all service queues (chat/call) supporting both English and Cantonese-speaking stakeholders, including customers, restaurants, and riders.
• Lead initiatives aimed at improving performance metrics, such as reducing response and handle times, and delivering operational efficiencies.
• Develop and manage performance insights, KPIs, and targets to enhance productivity and service quality.
• Identify areas for improvement in both internal teams and external vendors, crafting strategic plans to address these performance gaps.
• Collaborate with in-market leadership teams to drive customer care excellence, ensuring high levels of satisfaction.
• Lead change management initiatives to optimize processes, resolve operational challenges, and continuously improve service delivery.
• Conduct deep performance analyses and present insights and action plans to senior executives.
• Participate in a rotating on-call schedule to provide support during critical operations periods when needed.

Requirements:

• Fluent in both English and Cantonese (spoken and written).
• A minimum of 5 years of experience in an Operations Manager role within a fast-moving environment, preferably with BPO experience.
• Proven track record of managing performance improvement projects and delivering measurable results.
• Strong multitasking skills with the ability to lead multiple projects independently.
• Experience managing vendor/partner relationships and driving performance improvement initiatives.
• Strong problem-solving abilities and crisis management experience.
• Familiarity with CRM systems (e.g., Zendesk, Salesforce) and experience in creating efficiencies across various platforms.
• Solid analytical skills with proficiency in Excel (e.g., pivot tables, INDEX MATCH); SQL knowledge is a plus.

Interested candidates please click apply or email your resume to jeremy.millip@linksinternational.com. Please note that only shortlisted candidates will be notified.
Links HR Malaysia Sdn Bhd, Business No.: 201701021602  

If you are interested in above position, please reach out to Turby via turby.ho@linksinternational.com for a confidential discussion. 

Key Responsibilities

• Marketing Program Deployment & Optimization: Assist in the planning and execution of annual marketing strategies to enhance customer value perception and increase orders.
• Innovative Marketing Initiatives: Collaborate with restaurant partners to deliver high-profile marketing innovations and effective multi-restaurant promotions.
• Execution Excellence: Manage programs meticulously, ensuring scalable and cost-efficient initiatives.

Marketing Competency

• Project Management: Execute multiple marketing programs with minimal oversight while maintaining high standards.
• Initiative Development: Propose new ideas with supporting data and projected ROI.
• Cross-Team Collaboration: Work proactively with other teams to ensure alignment in promotional execution.
• Performance Improvement: Identify and implement process improvements, relying on data integrity and validation.
• Analytical Skills: Deep dive into data to identify anomalies and ensure accuracy.

Qualifications

• Bachelor’s degree in marketing, business administration or relevant subjects
• 2+ years in marketing campaigns, preferably within FMCG or F&B industry.
• Background in eCommerce or restaurant marketing, especially with multi-vendor platforms.
• Proven capability in multi-channel strategies and data-informed decision-making.
• Excellent communication skills with a track record of managing relationships with stakeholders.
• Ability to handle fast-paced environments and prioritize high-impact activities.
• Creative, analytical problem-solver with a focus on detail and efficiency.
• Proficient in written and spoken Chinese and English.
• Advanced knowledge of Google Sheets/Excel, data dashboards, and analysis techniques.

Job Title: Sales Manager (Hydration Beverages, Hong Kong)

Responsibilities:

• Achieve sales targets for the designated market (e.g. Monthly, Quarterly & Annual sales)
• Create business proposals for potential corporate partners.
• Foster consistent rapport with corporate partners at all levels to comprehend their business goals and expansion plans, enabling maximum collaboration on agreed-upon business strategies.
• Utilize data and statistics to construct a persuasive customer proposal for our clients products and campaigns, aiming to enhance market reach and penetration.
• Manage a pipeline of marketing campaigns across diverse direct marketing channels, strategically timed for optimal response.
• Reach out to channels that’s healthcare centric such as hospital, pharma, retails, physio centres and other sectors.
• Collaborate with the online team to devise and implement robust campaigns, focusing on customer lead selection and penetration, product sequencing, value propositions, as well as customer and sales agent incentives.
• Conduct post-campaign analysis to assess key performance indicators and identify necessary improvements to enhance campaign results.
• Provide account servicing, including the development of new products and services, generation of marketing ideas, ensuring projects adhere to approved profit and loss (P&L) guidelines, and ensuring timely launch of all campaigns.

Requirements:

• Bachelor's degree with preferably with at least 5-8 years of experience in sales and business development.
• Track record of achieving sales targets and demonstrating goal-oriented approach.
• Proficient in effective communication, negotiation, and delivering business presentations.
• Advanced skills in MS Office, specifically Word, Excel, and PowerPoint.
• Strong analytical abilities, interpersonal skills, and communication capabilities, with a positive attitude and a collaborative mindset.

Interested candidates please click apply or email your resume to jeremy.millip@linksinternational.com. Please note that only shortlisted candidates will be notified.
Links HR Malaysia Sdn Bhd • Business No.: 201701021602  

Job Title: Finance Director (F&B Industry / Regional Coverage) 

About the Company:

Our client is a prominent restaurant company with a strong foothold in Singapore's culinary scene. Renowned for their commitment to quality and innovation, they are dedicated to delivering exceptional dining experiences for their guest.

About the Role:

Our client is seeking a Finance Director to lead their finance team and oversee the financial operations of their business in Singapore. This role will be instrumental in providing strategic financial guidance, driving accurate reporting, and ensuring compliance with regulatory standards.

Key Responsibilities:

• Financial Strategy: Develop and implement financial strategies to support business objectives and drive growth.
• Financial Planning and Analysis: Lead the budgeting, forecasting, and financial analysis processes to provide insights for decision-making.
• Financial Reporting: Ensure timely and accurate preparation of financial reports, including monthly, quarterly, and annual statements.
• Risk Management: Identify and mitigate financial risks through effective risk management practices.
• Compliance: Ensure compliance with accounting standards, tax regulations, and internal policies.
• Team Leadership: Provide leadership and direction to the finance team, fostering a culture of excellence and accountability.
• Stakeholder Management: Collaborate with internal stakeholders and external partners to support business objectives and foster strong relationships.
• Process Improvement: Drive continuous improvement initiatives to enhance efficiency and effectiveness in finance operations.

Requirements:

• Bachelor's degree in Finance, Accounting, or related field.
• Professional qualification (e.g., CPA, ACCA) preferred.
• Excellent knowledge of FRS, IFRS Reporting requirements
• Minimum of 8 years of experience in finance leadership roles.
• Strong knowledge of financial principles, accounting standards, and tax regulations.
• Experience in the restaurant industry or hospitality sector preferred.
• Excellent leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Proficiency in financial software and Microsoft Office suite is preferable.