The Role
The O2O Manager will optimize online-to-offline operations in Japan and Korea, ensuring seamless integration between digital platforms and physical retail while managing delivery operations and partnerships.
Summary Generated by Built In
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.
Top Skills
Google Analytics
Power BI
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The Company
What We Do
CHAGEE is a leading international tea beverage company guided by the vision to connect everyone through a good cup of tea. The brand first started in 2017 in the hometown of tea, Yunnan, China, and has since expanded to over 6,000+ stores globally.
As we embrace innovation and introduce a modern twist to traditional tea culture, we remain committed in preserving the true tea taste and only use fresh dairy and real tea leaves in all our beverages. Our teas also contain 0 creamer and 0 trans-fatty acids.
