KH Cheng

Focused on the e-commerce operations of a renowned global fashion brand’s official website, primarily handling EC operations, EDM, customer service, and development. Support the Managing Director in business development and expansion-related tasks.

• Managing Client own webstore or stores on e-commerce channels which include local or international marketplace, such as Lazada, Shopee, 11 Street, Lelong.my, Qoo10, Amazon, eBay and etc. • To seek opportunities to grow client GMV and optimize sales funnel to improve conversion rates. • Develop detailed e-commerce strategies and yearly or monthly marketing campaign for Client, e-commerce channels, to develop and prioritize strategic initiatives, action plans and driven by performance (both financial and operational excellence) KPIs. • Managing marketing and campaign, product content, pricing and discount changes. • Oversee day-to-day management of Client brand online store, end-to-end from product uploads to order processing. • On-going liaise with client for approvals, inventory management, pricing and promotions or campaign. • Monitor, track and analyse sales performance with key e-commerce channel and conduct regular performance reviews with client for next course of actions and track execution of any improvement opportunities. • Support Key Account Manager by provide strategies and marketing campaign idea for the existing and upcoming potential Client. • Oversee Client e-commerce store customer service, using a proactive service approach, ensuring delivery of world-class customer satisfaction and retention. • Coordinating closely with internal as well as external (brands, e-commerce channels) parties. • Prepare pre and post campaign report, monthly sales report and etc.

• Managing Client official stores in e-commerce marketplaces which include local or international marketplaces, such as Lazada, Shopee, Zalora etc. • Serve as the lead point of contact between marketplaces and brand. • Align with marketplaces and brand to propose yearly, quarterly and monthly sales plan based on the marketplaces campaign, assets and brand’s calendar. • Forecast, track and grow the key metrics of e-commerce channel such as GMV, Visitors, AOV, CR etc. • Accountable for Sell-in and Sell-out target. Analyse, forecast and purchase the stock to make sure accuracy of inventory, make sure FIFO taken in place to avoid losses. • Forecast and plan the mechanics of online marketing budget. Track and make sure the budget spend is within the approved range and the ROI/ROAS achieved. • Plan the external and internal traffic from Digital Marketing such as CPAS/Search ads to maximize the traffic on the marketplaces. • Plan all year campaigns for the brand to secure exposure from marketplaces. • Prepare the post-mortem material and host the post-mortem meeting after the end of the campaigns. • Prepare the documentations for monthly claims, purchase process such as PO, invoices, marketplace billing etc. • Prepare the relevance data for Business Development proposal and attend to assist in the brand pitching meeting. • Plan and align with operation team for FBL/FBS, inbound and outbound, order fulfilment etc. • Accountable for seller center management such as store creation and setup, banner, SKU listing, inventory, customer service, finance, fulfilment etc. • Brand Portfolio: STARBUCKS® by Nestle, NESCAFÉ®Dolce Gusto® by Nestle, BLUEAIR Purifier, OPPLE Lighting, BOSCH Automotive, PHILIPS Lighting.

• Involved in planning and execution of implantation for the largest retail store in SEA. • Be the Duty Manager to taking care of the operation including manpower, safety, security, image, settlement, warehouse, logistics, customer satisfaction, cash management, etc. • Recruit sport talents to guarantee the human structure. Coach them with training & development plan and set the KPI for individual and team. • Taking care the P&L of BTWIN department and team, forecast and manage the economic performance to ensure the achievement of targeted revenue. • Taking care of payroll and membership registration as the cross mission. • Manage Key Account , channel distribution, marketing and collaboration events.

• Identify, negotiate and sell service point partnerships to shop owners across Malaysia. • Manage existing network of service points for daily operational process. • Provide training to shop owners to become DHL service point partners. • Enable catchment area sales for specific high volume shops. • Work as a team to build a wide network of service points in your designated catchment area. • Constantly look for better ways to increase revenue for existing footprint of shops in catchment area. • Work with external partners and shops to manage relationships. • Solve operational issue enable shops to achieve full potential.

• Formulating and successfully implementing company policy. • Directing strategy towards the profitable growth and operation of the company. • Developing strategic operating plans that reflect the longer-term objectives and priorities. • Putting in place adequate operational planning and financial control systems. • Closely monitoring the operating and financial results against plans and budgets. • Maintaining the operational performance of the company. • Building and maintaining an effective executive team. • Taking remedial action where necessary and informing the board of significant changes. • Assuming full accountability to the board for all company operations. • Accountable for the P&L to ensure the growth of the company. • Manage the Franchises chain store project from the scratch to become a sustainable business.