Head, Shops

The Head of Local Shops will lead our Marketplace (Q- Commerce) operations for Hong Kong. This role is crucial in driving the operational excellence and strategic growth of our grocery and Q-Commerce offerings, ensuring we deliver exceptional customer experiences and achieve market leadership in a highly competitive landscape. As the Head of Local Shops, you will oversee end-to-end operations, including inventory management, logistics, in-store operations, and regional partnerships. The head will work closely with cross-functional teams, including marketing, commercial, product, technology, and finance, to optimize our operations and scale our services efficiently.

 

Main responsibilities:

• Strategic Leadership: Develop and execute the operational strategy for groceries and Q-Commerce aligned with global objectives. Lead the expansion and scaling of operations across the markets.
• Operational Excellence: Oversee and optimize the entire integrations, and inventory management, including in-store operations, POS/ERP integrations, content, and last-mile delivery, to ensure cost-efficiency, speed, and quality. Implement best practices and drive continuous improvement initiatives.
• Markets Improvements: Identify operations improvement opportunities in key markets, develop go-to-market strategies, and lead the launch of new products across the regions. Build and manage strategic relationships with the local stakeholders.
• Team Leadership: Lead, mentor, and develop a high-performing team of operations managers and professionals across multiple countries. Foster a culture of collaboration, accountability, and innovation.
• Performance Management: Monitor and analyze key performance indicators (KPIs) to ensure the success of regional operations. Drive data-driven decision-making and implement corrective actions to address performance gaps.
• Cross-functional collaboration: Work closely with the global product, technology, and operations teams to ensure operational alignment with product launches, campaigns, and customer experience initiatives.
• Risk Management: Identify and mitigate operational risks, ensuring business continuity and compliance with local regulations. Advise and develop contingency plans to address potential disruptions.
   

Customer Experience: Ensure the highest customer satisfaction standards by delivering reliable, fast, and convenient grocery and Q-commerce services. Continuously seek feedback and innovate to enhance the customer journey.