Omnichannel Business Strategist

6 days ago

Petaling Jaya, Selangor, Malaysia Royal Canin Full time

Royal Canin is a leading Health Through Nutrition company dedicated to creating a better world for pets. As consumer behavior evolves, pet owners increasingly expect seamless experiences across multiple touchpoints. The Omnichannel Manager plays a critical role in bridging these experiences, ensuring consistency, convenience, and engagement at every step of the journey.

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 pain points in the pet owners' journey to improve overall experience.
  • Lead the development of Omnichannel trade terms, including perfect digital store, and collaborate with sales and marketing teams 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 Managers.
  • Map out end-to-end pet owner journeys and identify pain points across channels.
  • Work with CRM Managers to leverage customer data for personalized experiences across touchpoints such as websites, social media, email marketing, and in-store experiences.
  • Partner with Digital Marketing Managers 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 click & mortar to improve 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
  • 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 reports to stakeholders.
  • Stay updated on omnichannel trends and technologies to drive continuous innovation.
Job Specifications/Qualifications:
  • 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, PowerPoint, 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.

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