The Market Ops Lead is responsible for the overall delivery health of the market across operations for the Respective MY/SG Markets to ensure service centre adoption, develop strong relationships with each market division/brand team. Connect with key business executives and stakeholders involved in e-commerce service responsibilities. They will be a first point of escalation for conflicts/incidents for delivery hubs. Manage a multi-brand commerce portfolio across marketplaces, balancing investment, growth strategy, and margin objectives across 10 to 15+ brands within a single market.

Primary Responsibilities include:

• Serve as the lead point of contact for management matters and partner with delivery location leadership to assess resolutions for the service centre teams

• Align delivery of services for respective markets based on the contractual staff alignment and scope

• Develop trusted advisor relationships with brand teams that actively work with the service centre teams

• Ensure the timely and successful delivery of services and are meetings the required KPIs agreed with the market

• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

• Manage service levels and KPIs across deliverables (Volumes, TAT, Quality of Services, SLAs, Client Feedback, etc.)

• Represent team to present Weekly/Monthly/Quarterly Reports for internal and external Stakeholders

• Assist with challenging client requests or issue escalations as needed

• Establishing working relationships with e-commerce vendor partners to deliver common goals for the client brand teams

• Understanding the key business drivers for the e-commerce channel and managing channel forecasts of Volumes expected to ensure appropriate staffing/alignment

• Collaboration with internal and external stakeholders to achieve the desired share in each category

• Ensure adoption of services across all brands in the market and applicability of required tools/processes, i.e., Workflow Management

• Manage monthly forecasts and capacity planning

• Drive all process dissemination and overall adherence of the service centre teams

Skills and experience:

• Min 5-6 years of experience and understanding of various Ecomm channels used and available in the market, 1-2 years of team leading experience.

• Preferred knowledge of the market nuances of FMCG clients using E-commerce platforms

• Knowledge of Content Management Systems (CMS) or Web Content Management Systems (WCM or WCMS), Market places, and E-Retailer platforms

• Working knowledge of Microsoft tools

• Excellent communication skills, Client Service Management, Risk & Issues Handling, Working in Diverse located teams

• Strong Interpersonal and communication skills, including the ability to interact effectively with internal and external team

• Ability to work independently with minimal supervision as a self-starter and chase down people/teams to achieve closure when required.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
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