该职位来源于猎聘 职责描述: Job Summary
The eCommerce Operation Supervisor – WeChat MP Store Manager will be responsible for managing day-to-day operations of Max Mara's WeChat MP store, driving sales, and maintaining brand image. This role oversees store performance, reporting and analytics, coordinating with cross-functional teams, and implementing strategies to drive traffic, sales growth and ensure customer satisfaction. Ideal candidate has deep understanding of Tencent WeChat MP ecosystem, passion for luxury fashion, and proven track record in WeChat MP store management.
Key Responsibilities
- WeChat MP Store Operations Management
- Oversee daily operations of Max Mara WeChat MP store, ensure alignment with brand strategy, sales target and optimal customer experience
- Develop and execute innovative strategies to diversify traffic sources, with a focus on new customer acquisition and re-engagement
- Address traffic loss from WeChat Official Accounts by testing new content, customer communication, and campaign execution tactics
- Manage TP team and closely monitor their performance and deliverables
- Collaborate with EC marketing and merchandising teams to plan and execute campaigns in WeChat MP store, including calendar events, newness launches, and seasonal promotions, etc.
- Ensure all campaigns are aligned with Max Mara's brand image and resonate with correct target audience
- Monitor store performance and optimize based on data-driven insights
- Sales and Performance Analysis
- Monitor store performance metrics (e.g., traffic, click-thru-rate, conversion rates, sales, discount rate, return rate) and develop strategies to achieve sales targets
- Analyse sales data, customer behaviour, competitors and market trends to identify growth opportunities
- Prepare regular reports on store performance and present insights
- Customer Experience and Engagement:
- Ensure the WeChat MP store delivers a luxury shopping experience aligned with Max Mara's brand standards
- Monitor customer reviews and feedback, addressing any issues promptly.
- Implement strategies to enhance customer engagement, such as 1v1 video CS, VIC communications, customer journey improvements, post sales services
- Work closely with TP team to analyse return and define strategies to reduce return rate
- Cross-Functional Collaboration
- Work closely with logistics team to ensure efficient order fulfilment and timely delivery.
- Work with IT on migration to new MP platform, ensuring a seamless transition for users and operations, and O2O solution setup, UI/UX enhancements, and ongoing optimizations.
- Compliance and Brand Integrity
- Ensure the WeChat MP store complies with local regulations and platform policies.
- Uphold Max Mara's luxury brand image by maintaining high standards in product presentation, customer service, and marketing communications.
任职要求: Qualifications and Skills
- Education: Bachelor's degree or above
- Experience
- Minimum of 3-5 years of experience managing WeChat MP stores, preferably within the luxury fashion or retail industry, .Com is a plus
- Innovative mindset with experience in traffic diversification and customer acquisition.
- Proven track record of driving sales growth of WeChat MP store
- Strong understanding of Tencent ecosystem, tools, and best practices.
- Technical Skills
- Solid skills in MS Excel, PowerPoint
- Proficiency in WeChat MP backend systems and analytics tools.
- Understanding of 微分析/有数, etc.
- Experience with WeChat MP store setup, OMS, WMS, CRM and inventory management system integrations.
- Soft Skills
- Language: Fluency in English is mandatory, in writing and oral
- Excellent team player and strong communication skills
- Strong analytical and problem-solving skills
- High attention to detail and a passion for delivering excellence