E-Commerce and Omni-Channel Executive [CCP for Retail Professionals and Associates]
2. Job Description and Responsibilities
The role holds end-to-end ownership of Nasty Cookie's digital and trade channels,
connecting the direct-to-consumer webstore, social commerce channels, retail outlets and
corporate and trade accounts into a single commercial and fulfilment operation. It covers
online storefront management, omni-channel integration, order fulfilment, trade partnership
development, retail data analysis and customer experience.
2.1 E-Commerce Channel Management and Revenue Growth
● Manage the Shopify storefront end to end, including product listing creation,
merchandising of bundles and gift sets, pricing display, promotional mechanics and
seasonal campaign build for peak periods such as Chinese New Year, Christmas and
corporate gifting season.
● Operate and grow the TikTok Shop channel, including catalogue setup, live commerce
sessions, affiliate and creator collaborations, and channel-specific promotional planning.
● Execute search engine optimisation across product and category pages, covering
keyword structure, product copy, metadata and image optimisation, and track organic
traffic and keyword ranking movement.
● Plan and run the promotional calendar across the webstore and social commerce
channels, coordinating launch timing with production capacity and outlet activity.
● Monitor channel performance against sales targets, reporting conversion rate, average
order value, traffic source mix and campaign return, and recommend corrective action
where targets are missed.
2.2 Omni-Channel Integration and Retail Platform Enablement
● Integrate the webstore with outlet-level stock and the point-of-sale system so that
inventory visibility, pricing and promotional mechanics remain consistent across all
outlets and online.
● Establish and operate click-and-collect and outlet-fulfilled delivery flows, defining how an
online order is routed to the outlet or production site best positioned to fulfil it.
● Monitor storefront functionality, page load performance, checkout completion and mobile
user experience, logging faults and coordinating resolution with platform support.
● Evaluate and implement new retail technology across ordering, customer data and
fulfilment, and assess emerging platform features for commercial relevance to the brand.
2.3 Order Fulfilment, Inventory and Delivery Coordination
● Take full ownership of end-to-end fulfilment for all order types, from order confirmation
through production scheduling, packing, dispatch and final delivery, across online, bulk
and corporate channels.
● Consolidate all incoming orders from every channel into a single fulfilment view and
sequence them against production and packing capacity.
● Coordinate materials availability and manpower allocation with the production team
ahead of confirmed order volumes, escalating shortfalls before they affect delivery
commitments.
● Manage delivery scheduling, courier and logistics arrangements, packaging readiness,
and returns or replacement processing.
● Track fulfilment performance on on-time-in-full rate, order accuracy and issue volume,
identify recurring bottlenecks, and implement process changes to remove them.
2.4 Trade Partnership and Corporate Channel Development
● Identify and source prospective cafe partners, retail distributors, OEM and white-label
clients aligned to the brand positioning and production capability.
● Onboard new trade partners, covering product and pricing structure, minimum order
quantities, lead times, packaging specification and service expectations.
● Prepare quotations, sales orders and delivery orders for corporate and bulk enquiries,
and coordinate with production and logistics on large-scale runs.
● Organise costing, volume and margin information to support pricing negotiation with
partners and clients, ensuring alignment with company margins.
● Review trade partner performance on order volume, reorder frequency and margin
contribution, and act on underperforming accounts.
2.5 Retail Data Analytics and Commercial Insight
● Consolidate sales, traffic and order data across the webstore, social commerce
channels, outlets and trade accounts into a single reporting view.
● Analyse product and SKU performance across channels to inform assortment, bundling,
promotional depth and production planning.
● Perform demand analysis ahead of peak periods and translate it into inventory and
production forecasts.
● Prepare periodic commercial reports and visualisations for management, presenting
findings and recommended actions rather than data alone.
2.6 Customer Experience Management and Retention
● Manage service quality standards across all customer communication channels, defining
response time expectations and resolution protocols for WhatsApp, Email, TikTok and
Facebook.
● Own service recovery for order issues, delays and product quality concerns, tracking root
causes and feeding them back into fulfilment and production process improvement.
● Design and implement customer retention and loyalty initiatives across the online and
outlet customer base, including repeat purchase mechanics and post-purchase
engagement.
● Analyse customer behaviour and sentiment across channels and reviews to identify
experience gaps, and recommend improvements to the online and in-outlet journey.
● Other Ad Hoc duties assigned.