Job Overview
We are looking for an experienced and driven O2O (Online-to-Offline) Manager (Singapore based) to lead and optimize our O2O strategies and operations across Japan and Korea. This role is responsible for ensuring a seamless integration between Chagee’s digital platforms and physical retail presence in both markets. You will oversee delivery operations, manage external partnerships, optimize performance metrics, and ensure a consistent customer experience across all touchpoints.
This is a pivotal role that requires strong cross-cultural collaboration, market adaptability, and a deep understanding of digital and in-store user journeys.
Key Responsibilities
Develop and implement tailored O2O strategies for Japan and Korea that enhance online-to-offline integration and drive market-specific growth.
Manage last-mile delivery operations and third-party partnerships in both countries to ensure service reliability, speed, and quality.
Identify areas for operational improvement and drive efficiency initiatives across both markets.
Monitor key metrics such as traffic funnels, conversion, and Ads performance; analyze customer behaviors and derive insights to inform business decisions.
Ensure a seamless and consistent experience across all digital and offline touchpoints; respond promptly to escalations and service recovery needs.
Work closely with store operations, marketing, tech, and product teams to align O2O initiatives with broader business objectives.
Support integration of online platforms with POS and store systems; evaluate new tools to enhance the customer journey.
Stay informed of O2O innovations, market shifts, and consumer behaviors in Japan and Korea; proactively adjust strategies accordingly.
Ensure adherence to relevant local laws and regulations regarding O2O operations, digital payments, and delivery services.
Lead and mentor local O2O team members in both Japan and Korea, cultivating a high-performance, customer-first culture.
Build and maintain strong relationships with delivery vendors, platform partners, and other third parties; lead contract negotiations and performance reviews.
Preferred Skills & Qualifications
Proven track record in managing O2O or e-commerce operations in Japan and/or Korea.
Strong understanding of consumer behavior and logistics models in both countries.
Excellent analytical skills with the ability to interpret data and translate it into actionable strategies.
Proficiency in digital tools and data analytics platforms (e.g., Google Analytics, Power BI, etc.)
Domain knowledge of Japanese/Korean markets is highly preferred.
Strong leadership and team management experience across multi-market operations
Ability to manage cross-functional collaboration and stakeholder engagement.
Experience in food & beverage, retail, or QSR (Quick Service Restaurant) industries is a plus.
Entrepreneurial mindset and ability to adapt quickly in a fast-paced environment.
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