COO – e-commerce – Strong Customer Service and Operations background – Shanghai recruitment

A COO role available in Shanghai working for a leading e-commerce retailer with over 10 years specialised experience in direct marketing.

This is an excellent opportunity for a strong candidate to step up into a COO position.

You will come from a fast-paced Financial, Consultancy or Technology background with a strong customer service operations experience.

Responsibilities:

• Chair/control weekly lunch meeting with heads of all departments Ensure issues raised that require further dedicated analysis are chaired into a separate meeting for follow up

• Ensure strong strategic decisions are made on a weekly basis to ensure company efficiency and priority. Such interactions obviously form part of the day to day tasks throughout the week.

• Chair monthly department meetings

• Continual development of department KPIs to ensure metrics are meaningful and aligned with business/department goals.

• Responsible for development of monthly KPI pack to be presented to Directors/Investors

• Hold monthly department meetings at month end to go through the department performance and key action plans for the following month.

• Strategically advise in these meetings and report as appropriate

• Project manage directors workplan – a strategic/to-do list mainly outlining COO tasks and follow up

• Take full responsibility for improving customer service quality across the whole organization. This requires strong knowledge of the full operational procedures and implementing short and long-term strategies for customer service quality improvements.

• Directly perform the roles of customer service operators and supply chain procurement to get an intimate understanding of how the full order chain works and current customer service policies

• Spot issues in this chain, present recommendations for improvement and follow through to implementation

• Review full customer service policies (refund policies, return policies, cancellation policies etc.) for suggestion, testing, optimization and implementation

• Project manage the Finance department in the ongoing development of monthly financial reporting, yearly auditing, cash flow budgets and other forecasts.

• HR review process and salary discussions with all staff.

• Advise on the strategic direction of the operations and determine execution priorities

• Perform and project manage other business development projects as directed.

• Report to Directors on a monthly basis.

Please email your CV in Word format to david.yip@randstad.com.hk or call David on (+852) 2232 3425 or (+852) 9145 9885