Head of Operations (Accessories and E-Commerce)

Head of Operations (Accessories and E-Commerce)

Oversee and manage the overall department strategies focusing on customer needs and positioning the company as the leader in the accessories market through innovation by providing differentiated products and developing the organization to meet growth challenges.

• Lead the department initiatives and strategies towards meeting the business short-term and long-term direction in terms of product ranges, growth, localization, and customization that will generate market growth, business revenue, and profit margin.
• Lead the development and implementation of marketing strategies like branding, campaigns, promotion, communication, logistics, and budgets through continuous conduct of market research and studies to understand market trends, customer needs, and satisfaction.
• Manage product sales by implementing sales and marketing strategies and establishing continuous communications with sales staff and distribution channels.
• Manage the development and implementation of pricing strategies to ensure competitiveness in markets, generate anticipated revenues, innovative prices, and maximize marginal profit.
• Lead in the development, installation, and implementation of a customer care program to generate customer awareness and increase guest loyalty to the business.
• Develop new customers, segments, and sales channels and negotiate sales contracts through maintenance of customer relationships and provision of prompt customer service.
• Build and maintain good inter-personal relationships with staff, sales channels, industry and trade associations, and customer groups to achieve the company’s target of increasing market share in the automotive accessories business.
• Administer negotiating procurement contracts with local suppliers and provide expertise in setting technical specifications in the contract.
• Direct the development of new products or services designed based on customers’ expectations, perceived needs, and market study while ensuring compliance with national and international standards including regulations.
• Manage the product development process from conception to a fully marketable product by performing market research and formulating product development plans to keep abreast of technology trends in the industry.
• Develop and lead the implementation and monitoring of product marketing plans by providing input and continuous involvement in the product development process.
• Oversee the conduct of market research to understand market trends, customer expectations, and customer segments through continuous follow-up on competitors’ performance in the market and indirect interaction with customers and community.
• Promote the “Kaizen” concept to ensure that continuous improvements take place in business processes and practices across the department to enhance productivity.
• Develop and execute the overall strategy for the digital platform business, including defining the vision, mission, and goals, as well as developing a plan to achieve those goals.
• Monitor advancements in eCommerce for opportunities and new ideas to improve our customers' digital experience in the automotive aftermarket sector as well as automotive adjacencies.
• Plan operational budgets ensuring CarHub sales performance meets agreed growth objectives.
• Drive special deal terms and negotiations with service providers to optimize collaboration and enhance customer experience.
• Review historical sales trends, research demand drivers, prepare forecast data, develop statistical forecast models, and evaluate forecast results.
• Gather data and requests from various sources (app analytics, customers, internal market team, competitive space) and develop concrete insights, opportunities, and roadmap enhancements.
• Test all functionalities in pre-publishing and publishing new versions to ensure a seamless customer experience.
• Set up tracking systems for measuring the success of the business and track competitors’ activities by keeping abreast of market changes and the marketing mix used by competitors.
• Participate and contribute to overall business strategy formulation, planning, and budgeting activities.
• Liaise and interact with all internal and external stakeholders on a continuous basis to assess the performance of current systems and requirements of new technologies based on the business environment.
• Manage team to attain activity metrics of partner outreach, decision-maker contacts, and partner progression.
• Interact with sales, marketing, and customer finance to understand demand forecast drivers.
• Build and manage a team of talented professionals who can help achieve the goals.
• Manage, mentor, and develop the team by aligning their training needs to international best practices and standards.
• Provide regular updates on ongoing project progress.
• Identify, develop, and implement ideas, techniques, procedures, services, or products. Oversee the eCommerce business strategy for CarHub by developing and managing innovative marketing campaigns.
• Develop and launch new products and services by constantly innovating and improving the CARHUB platform and experience for users.
• Manage the network of service providers to ensure they provide a high-quality experience for users.
• Manage the eCommerce platform to raise awareness by improving usability, design, content, and conversion of the eCommerce platform.
• Provide advice on all eCommerce-related IT technologies, platforms, and emerging technologies/practices.
• Have a contextual technical understanding including solutions design and development.
• Devise strategies to drive trade for trials of the eCommerce platform.
• Formulate annual strategy and business plan for CarHub aligning it with overall annual ALJ vision.
• Understand the eCommerce fulfillment process and how to achieve cost-effective business solutions while maintaining high levels of customer satisfaction.