Online Optical Team Lead (Reflexa)

Responsible for managing the development & utility of Optical online site, including order fulfillment, inventory management, coordinating shipments to labs & customers, monitoring advertising campaigns, posting content on social media, generating reports & providing online customer service.

PRINCIPAL ACCOUNTABILITES:

MARKETING AND CUSTOMER EXPERIENCE:

• Develop strategies in collaboration with Reflexa (E-commerce lead) to create sales-related insights and encourage sales.
• Monitor promotional campaigns.
• Work with the Marketing Optical team to develop daily content for social media.
• Oversee content on social media platforms to ensure timely and proper execution.
• Provide insights into customer shopping trends to support frame selection and identify gaps.
• Ensure good customer service by addressing and resolving customer issues or comments promptly.
• Efficiently and accurately process and fulfill orders, ensuring established delivery times are met to maintain customer satisfaction.
• Provide monthly reports to capture sales, inventory, operational information and competitive landscape for better business analysis and planning.
• Manages stock levels by initiating orders aligned with sales forecasts and inventory cover requirements.

E-COMMERCE:

• Attend to online optical product orders.
• Manage and control inventory of products.
• Ensure website is up to date with available stock by completing Shopify forms with accuracy.
• Coordinate and manage shipments of products to laboratories and customers.
• Prepare the product in its final packaging for delivery to the customer.
• Maintain a high level of accuracy and efficiency in order handling.
• Gather and analyze information regarding the channel, sales, product, logistics, billing, and digital environment to provide input to related areas.
• Flag defective frames to buying manager to resolve with suppliers.
• Receives bins at the Lab, checks off the Stock Transfer Note (STN), and updates the warehouse inventory sheet to maintain visibility of available stock.
• Executes perpetual inventory counts and performs stock counts as required.
• Ensures defective frames are reported to the Buying Manager for escalation to suppliers.
• Arranges frames for agency loans and documents them properly using the provided system.
• Completes Work Order Backlog (WOB) forms when customer cancellations occur due to timing issues to facilitate re-ordering.

ADMINISTRATION AND OTHER BUSINESS:

• Represent the brand in all daily interactions, including communications with customers, stakeholders, or suppliers.
• Perform other tasks as assigned by the Head of Optical or E-commerce lead.

JOB SPECIFICATIONS

QUALIFICATIONS/EDUCATION AND EXPERIENCE:

• Diploma/Bachelor’s degree in Digital Marketing, Marketing, E-Commerce/Digital Operations, Business Administration, or a related field with a digital knowledge background.
• Minimum of 3 to 5 years in a similar role.
• Strong experience in e-commerce.
• Verifiable previous experience in inventory management and/or customer service.
• Strong Marketing Tech background, with experience managing marketing and tech teams.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of implementing digital marketing concepts such as PPC, SEO, social media, display, and affiliate channels.
• Proficiency in social media platforms.
• Clear communication skills and the ability to present information comprehensibly.
• Strong project management skills.
• Ability to follow processes rigorously, demonstrating skills to organize and structure activities logically and orderly.
• Available to work on weekends as required