Omnichannel Manager Open to both Vietnamese and Foreign candidates

The Omnichannel Manager will be responsible for setting up and developing a comprehensive omnichannel strategy that integrates all customer touchpoints, both online and offline, through On-Premises, In-House Delivery, and Aggregator channels. This role is crucial in enhancing customer experience, driving sales, and ensuring consistent brand messaging across all platforms.

1. Strategy Development and Management:

Strategy Development:

• Develop an omnichannel strategy to drive business growth.

• Review and approve omnichannel targets and plans to ensure alignment with JBVN and MKU strategies.

Strategy Management (Deployment, Implementation, and Monitoring)

• Deploy the omnichannel strategy and discuss performance expectations with the Omnichannel team and key stakeholders.

• Collaborate with functional teams and key stakeholders (Trade/Brand Marketing, Operations, NBC, etc.) to resolve systemic omnichannel issues.

• Monitor performance across primary responsibilities, including channel RB growth, OTIF

strategies/plans/execution, and sales targets.

• Act as a consultant to the MKU Head (Strategic Integrator/Collaborator).

Strategy Evaluation

• Regularly review strategies and evolve them as needed to ensure omnichannel targets are achieved.

• Consolidate performance feedback from the team and key stakeholders and analyze results.

• Utilize performance results and validate information from various sources to recalibrate strategies when necessary.

Key Results:

• Growth across all channels (Channel RB Growth).

• AC/TC growth for the In-House Delivery channel.

• On-time, in-full strategies, plans, and execution of the omnichannel strategy.

2. Omnichannel Infrastructure Development:

Digital Retail Experience:

• Define the digital retail experience for Jollibee Vietnam by developing frameworks, systems, and tools aligned with global standards.

• Build digital marketing and e-commerce capabilities:

o Ordering experiences across all channels (in-app, web, stores).

o Digital partnerships with aggregators and platforms.

o Program management.

• Identify and promote digital experience innovations and trends.

• Ensure the omnichannel strategy aligns with overall business objectives and sales targets.

• Lead omnichannel and digital initiatives in collaboration with external agencies.

• Ensure consistent branding and messaging across all channels, including in-store, website, mobile app, and social media.

3. Omnichannel Sales Development:

Manage and coordinate all sales channels, ensuring alignment and consistency. Take ownership of initiatives (e.g.,CRM/loyalty programs) affecting multiple channels and act as the single point of contact (SPOC) between the omnichannel team, brand teams, and trade teams.

A. On-Premise

• Dine-In Channel: Develop and implement strategies to optimize the dine-in experience.

• Take-Away Channel: Drive improvements in takeaway services.

• Operational Efficiency: Ensure seamless operations across on-premises channels.

• Promotions and Upselling: Design and execute promotional strategies to increase revenue.

B. In-House Delivery Channel

• Internal Delivery Channel: Optimize operations to enhance customer satisfaction.

• Service Optimization: Improve delivery efficiency and timeliness.

• Quality Control: Maintain high service quality to meet brand standards.

C. Aggregators

• External Delivery Channel: Manage partnerships with delivery aggregators.

• Partnership Management: Build and sustain relationships with external delivery partners.

• Delivery Experience Enhancement: Ensure a seamless and consistent brand experience across external delivery platforms.

4. People Management and Compliance:

• Ensure manpower planning and recruitment for network expansion to meet the requirements and

orientation of the Unit Head.

• Deploy professional training and consulting to develop team capacity (IDP, succession planning, etc.).

• Manage human resources within departments, ensuring compliance with labor laws, company rules, and regulations according to management hierarchy.

• Budget management: Establish, utilize, and manage budgets with the approval of the Unit Head, ensuring efficient operations of the omnichannel team.

Requirements

• Education:

• Bachelor’s degree in marketing, Business, or a related field. Equivalent demonstrated work experience is also acceptable. (An MBA or MMM is a plus.)

• Experience:

• At least 10 years of experience in the marketing field, with 5 years in the Retail, QSR, FnB, FMCG, or E-commerce industries, preferably in mid/large-scale companies or multinational corporations.

• 3–5 years of experience in setting up and developing omnichannel strategies.

• Skills:

• Proven ability to align omnichannel strategies with business objectives and deliver measurable results.

• Strong leadership and collaboration skills.

• Excellent analytical and problem-solving capabilities.

• Fluent English proficiency.