Work location: Ho Chi Minh
Salary:
Tiki is seeking a Senior leader for key strategic projects who will elevate experience for millions of our customers leading to better shopping experience, deeper engagement and long-term customer retention. These experiences will be well thought to improve discovery, comparison, choice, purchase, payment, receipt and returns with the ultimate objective of making shopping on Tiki simpler and building long term trust.
You will focus relentlessly on consumer needs, working with market research professionals, product managers and user experience designers to craft product features that will surprise and delight our customers. You will provide clear business requirements for our product managers software engineers to build these product/features. You will be work with category managers/leaders to utilize these features for improving business outcomes measurably.Lastly, you will be responsible for the consumer voice as you work with data, design, technical, and business leaders to set strategy for improving conversion for the category.
About You
You live and breathe consumer experience. You understand seamless experience through the shopping journey and how they together form a whole continuous end to end customer experience. You have an insatiable appetite for understanding our customers and are relentless in finding solutions that meet their needs across a variety of categories. You sweat the details and tie them back to the big picture.
You’re an accountable, hands on problem-solver with a positive attitude, letting nothing stand in the way. You know how to clarify the path forward and prioritize work. You know how to influence others. You’re a natural collaborator equally comfortable talking tech with developers, user experience with designers, numbers with finance and marketing, and strategy with executive leadership.
The successful candidate will be an ambitious self-starter with a passion for building best-in-market customer experience. You will have proven analytical capabilities, strong persuasive writing/story boarding skills, broad business experience, tenacity to develop ideas independently, and thrive in a fast-paced start-up environment.
Key responsibilities
Basic qualifications
Additional information:
Category development leadership in retail category management team is responsible for improving conversion rate non price and selection centric methods. Sustained increasing conversion increases revenue and market segment share energizing the fly-wheel for the business.
Improving conversion rate at a category level requires analysis of customer alternatives and needs. Customer alternatives refers to buying experience, price value trade-offs, trial and delivery options, returns and post-sale services etc available to customers in offline channels and on online competitors. Creating business cases for alternate/enhanced customer experience requires deep knowledge of ecommerce, customer alternatives and financial modelling and in this context threads trough awareness, comparison, purchase, delivery, returns and post sales experience.
The business product manager may work on identifying and delivering a new customer proposition across the value chain or improving a specific portion. Responsibility includes creating customer backwards business cases and business requirement documents with alternatives and financial analysis.
He/She owns the conversion improvement road-map and manages prioritization of various business projects to maximize revenue or free cash flow.
OKR’s/Goals:
1. Improve conversion rate for assigned category/categories/1P (retail) from xx% to yy% leading to nn% incremental revenue.
a. Create a probabilistic model of conversion drivers for each assigned category based on market research and competitive intelligence
b. Document business case and alternative solutions for each identified consumer conversion lever. Quantify financial investment, risks and opportunities
c. Deliver BRD for chosen alternatives including financial modelling/analysis
2. Co-own project/program implementation plan with stake-holders product-tech/tech/Ops/MD/CS/BD and outside partners. Program manage delivery through appropriate review mechanisms and escalations
3. Create and maintain roadmap of conversion improvement priorities for each category.
Reprioritize as required to deliver results.
4. Measure results/improvement from delivered products based on forecast
Ti Ki
Director/Senior Manager - Consumer Experience Management/ Category Development
Work location: Ho Chi Minh
Salary: Negotiable