Dairy Farm is a leading pan-Asian retailer operating over 6,500 outlets, and employing over 180,000 people across 11 countries. Dairy Farm’s total annual sales exceeded US$17 billion and has a customer base of over 1 billion consumers across its highly diversified businesses. The Group operates supermarkets, health and beauty stores, convenience stores, home furnishings stores and restaurants under well known brands ranging from Wellcome and Mannings, to 7-Eleven, and IKEA. With such a broad offering and wide geographic reach, we welcome applications from candidates with a passion for retail, and a pioneering spirit to join our expanding team.

Program Operations Executive

Program Operations Executive

What is the focus of this role?

The Operations Executive is responsible for ensuring the program provides an exceptional level of quality and delivery, with responsibilities for monitoring suppliers against their agreed SLA/KPIs and contractual agreements, reviewing operational reporting, monitoring potential fraud and helping to manage customer queries and internal/external escalations.

Responsibilities include:

• Administration of the supplier contracts & maintenance processes - e.g. renewal, filing
• Provide support to vendors internal team on call enquiries, escalations and all program related matters via calls and emails, if required
• Invoicing & reporting - Collation of supporting docs, reporting
• Reporting on supplier performance including delivery, stock management to support Sourcing
• Ensure current business processes are documented and executed
• Tracking training to vendors & ensuring processes are adhered to and timelines met
• Serve as the day-to-day contact for all rewards related issues (if required).
• Offer set-up within necessary platforms
• Offer Testing
• Cross functional support to deliver offers to customers

Essential skills and experience:

• Minimum 2 years related experience in retail operations or customer service. Experience with marketing background an advantage.
• Good English verbal and written communications skills, Fluent Cantonese.
• Detail-oriented
• Ability to build strong internal and external relationships
• Strong organizational and planning skills
• Strong ability to multi task
• Computer literate with ability to learn multiple systems
• Good understanding of Microsoft Office products
• Marketing of products/services in an eCommerce related field an advantage

Useful characteristics include:

• Thorough understanding of Service Level Agreement (SLA)
• Flexible and adaptable to changing environments, with an approachable manner
• Demonstrate the ability to work under pressure & use sound judgement to make decisions

Reports to: Head of Operations