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Omnichannel Senior Manager
senior · Luxury & Retail
The Omnichannel Senior Manager leads the development, implementation, and optimization of the omnichannel strategy for Thailand, ensuring seamless integration between physical boutiques, e-commerce, CRM, customer care, and digital touchpoints. The role is responsible for building the relevant operating model for the market, driving omnichannel transformation, and ensuring coherent execution of local initiatives in alignment with global direction and local business priorities. This position combines strategic planning, project delivery, commercial performance management, and cross-functional coordination to enhance customer experience, support retail transformation, and drive sustainable business growth across all channels.
Key Responsibilities:
Omnichannel Strategy & Business Development
- Define, develop, and implement the omnichannel business strategy for Thailand in alignment with the Country Director and global direction.
- Build and optimize the local omnichannel operating model, including processes, governance, and ways of working to ensure effective implementation and continuous improvement.
- Identify market opportunities and business priorities to strengthen omnichannel performance, customer engagement, and channel integration.
- Initiate local innovation roadmaps for new digital capabilities through close collaboration with relevant stakeholders.
- Ensure omnichannel initiatives support both commercial objectives and long-term client development.
Project Implementation & Platform Management
- Lead the implementation of omnichannel projects and solutions in Thailand, ensuring alignment between local business requirements and global standards.
- Support the setup, rollout, and optimization of e-commerce and related digital platforms in the local market.
- Establish and maintain the customer care operating model in line with corporate guidelines and service standards.
- Partner with IT to plan, prioritize, and execute omnichannel projects and activities while optimizing resources and budget allocation.
- Ensure project governance, stakeholder alignment, and timely execution across all omnichannel initiatives.