PSRO Omnichannel Manager

4 days ago

Petaling Jaya, Selangor, Malaysia Royal Canin Full time

Royal Canin's ambition is to be the Health Through Nutrition company creating a better world for pets. As consumer behavior evolves, pet owners increasingly expect a seamless experience across multiple touchpoints – whether they shop at retail pet stores, browse online or engage with digital content. An Omnichannel Manager is critical in bridging these experiences, ensuring consistency, convenience and engagement at every step of the journey. He/She will be responsible for developing and implementing the company's omnichannel strategy, and lead the seamless integration of our physical, e-commerce and digital touchpoints to create a cohesive and engaging pet owner's journey. This role requires a strong understanding of consumer behavior, digital marketing, and business strategy to create a truly pet owners-centric strategy.

Key Responsibilities:

Omnichannel Strategy and Implementation:

  • Develop and execute a comprehensive omnichannel strategy that connects online and offline experiences, ensuring a consistent brand journey across retail stores, e-commerce, and digital platforms.
  • Drive O2O (Online-to-Offline) initiatives such as Click-and-Collect, Loyalty Programs, etc.
  • Translate market/ shopper insights and analysis findings to identify consumer needs, trends and opportunities to develop business strategies & tactical plans.
  • Identify and address the pain points in the pet owners' journey to improve the overall experience.
  • Lead the development of Omnichannel trade term including perfect digital store and collaborate with sales and marketing team to ensure smooth execution of omnichannel programs.
  • Effectively coach and motivate sales associates and brick & mortar trade partners on Omnichannel business by working closely with Sales Manager.
  • Map out end-to-end pet owner journeys and identify pain points across channels.
  • Work with the CRM Manager to leverage customer data for personalized experiences across touchpoints such as websites, social media, email marketing, and in-store experiences.
  • Partner with the Digital Marketing Manager to ensure campaigns translate into seamless omnichannel engagement (e.g., linking online promotions to in-store activations) and ensure consistent branding and messaging across all channels.
  • Assist the click & mortar to improve the synergy between their physical stores, e-commerce, and digital engagement tools (e.g., live chat, virtual consultations).
  • Ensure consistency in pricing, promotions, and customer service across all channels.
  • Collaborate with internal and external stakeholders (e.g., marketing, sales, finance, supply, customer service, IT, agency partners) to ensure effective implementation of omnichannel initiatives.

Performance Management:

  • Define and measure key performance indicators (KPIs) related to pet owners retention, conversion rates, and omnichannel performance.
  • Track and analyze omnichannel performance data. Identify areas for improvements to optimize results.
  • Periodical omnichannel performance report to stakeholders.
  • Stay updated on omnichannel trends and technologies to drive continuous innovation.

Job Specifications/Qualifications:

  • Minimum Bachelor's Degree in Business Studies / Administration / Management / Marketing or equivalent.
  • Proven experience in omnichannel marketing, shopper marketing, digital marketing, and/or e-commerce.
  • Strong understanding of digital channels, retail landscape, and consumer behavior.
  • Ability to analyze data, identify trends, and make data-driven decisions.
  • Ability to manage multiple projects simultaneously, meet deadlines, and deliver results.
  • Ability to identify problems, develop solutions, and implement strategies to address challenges.
  • Experience working with consumer-packaged goods (CPG) brands is preferred.
  • Computer literate, proficient in Microsoft Excel, Power Point and Word.
  • At least 3 years of trade marketing and marketing management experience.
  • At least 2 years eCommerce/omnichannel/customer experience management required.
  • Strong knowledge of O2O (Online-to-Offline), digital integration, and omnichannel technologies.
  • Strong commercial and business acumen with good negotiation skills.
  • An interest in pets/ nutrition would be a plus.
  • Possess valid driver's license. Willing to travel.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Marketing and Strategy/Planning
  • Industries
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