Online Assistant Manager

ROLE PURPOSE

The Online Assistant Manager owns the delivery and performance of Guardian Singapore's Guardian App and Web. Reporting to the Online Manager (Own Site), the role takes an enhancement from business requirement through UAT, launch readiness, SOP and training, and into stable BAU - and is accountable for the platform trading reliably, orders being fulfilled to promise and customer issues being resolved quickly. Beyond running the platform, the role is accountable for improving it: owning the conversion funnel, diagnosing drop-off and running a continuous test-and-fix backlog against a stated conversion target. It is the primary business counterpart to Group Digital Product & Tech, Fulfilment Operations, Customer Service and Store Operations, and continuously reduces manual effort through process improvement and automation.

PRINCIPAL ACCOUNTABILITIES

1.Business Requirements & Enhancement Delivery

·Identify business needs, operational gaps and improvement opportunities across own site, and translate them into clearly documented Business Requirement Documents (BRDs).

·Align requirements with business stakeholders before development, ensuring the intended commercial and customer outcome is explicit.

·Work with Group Digital Product to ensure the Product Requirement Document (PRD) accurately reflects the agreed business requirement; review for gaps, inconsistencies and edge cases.

·Act as the day-to-day business contact for Product and Technology throughout the development lifecycle, providing timely clarification and business context.

·Prioritise the enhancement backlog with the Online Manager based on customer impact, commercial value and effort.

2.UAT, Quality & Issue Management

·Develop UAT plans and test scenarios based on agreed requirements, and coordinate and perform end-to-end User Acceptance Testing for own site releases.

·Log, troubleshoot, prioritise and escalate defects; track them through to resolution and validate fixes, including regression testing where required.

·Hold business sign-off and launch recommendation for own site releases once requirements and UAT criteria have been met.

·Facilitate standing calls with Group Digital and the development partner - set the agenda, capture decisions and next steps, and hold owners to timelines.

3.Launch Readiness, SOP & Training

·Develop end-to-end launch plans for new features and system changes, identifying all operational dependencies before, during and after go-live.

·Coordinate launch readiness across Customer Service, Store Operations, Fulfilment, Marketing, Commercial, Supply Chain, Finance and Technology, with clear timelines, owners and deliverables.

·Prepare and maintain Standard Operating Procedures, guides and training materials, and train store and support teams so new capability is properly embedded into BAU.

·Conduct post-launch monitoring, resolve teething issues and complete handover into steady-state operations.

4.Conversion & Funnel Performance

·Accountable for own site conversion performance against an agreed annual conversion rate target, with particular accountability for the add-to-cart and checkout stages of the funnel.

·Analyse the funnel end to end - traffic, product page, add-to-cart, cart, checkout and payment - to quantify drop-off, isolate root causes and size the commercial opportunity of fixing each.

·Maintain a prioritised, continuously running test-and-fix backlog covering product page content, search and navigation, cart and checkout flow, payment options, delivery messaging and app-versus-web experience gaps.

·Design and run A/B and multivariate tests with clear hypotheses and success measures; report results honestly, retain what works and retire what does not.

·Quantify and report the incremental sales and margin delivered from conversion initiatives each quarter.

·Benchmark own site experience against leading local and regional retail and health & beauty platforms, and convert gaps into prioritised requirements.

5.Customer Service & Fulfilment Liaison

·Act as the own site point of contact for the Customer Service team on order, payment, voucher, refund and delivery enquiries, ensuring cases are resolved within agreed response times.

·Work with Fulfilment Operations, the darkstore and Store Operations to deliver on-time orders, click & collect and Express Click & Collect pick-up, and to resolve fulfilment exceptions and returns.

·Maintain and improve return, refund and service-recovery processes, keeping SOPs aligned to current system functionality.

·Manage the appointed business process outsourcing partner against agreed service levels, monitoring KPIs and raising corrective actions where needed.

·Track root causes of recurring customer issues and feed them back into the enhancement backlog.

6.Guardian App & Web Operations

·Hold overall accountability for the day-to-day running of Guardian App and Web, ensuring the site trades without interruption and the customer journey works end to end. Routine execution is largely delivered by the appointed outsourced support partner and the Own Site Senior Associate; this role directs, quality-assures and is answerable for the outcome.

·Ensure accurate and timely set-up and quality assurance of promotions, pricing, vouchers, promo codes, campaign assets and site/app layouts, in partnership with the campaign team and Master Data.

·Ensure product content, category navigation, search and merchandising rules are maintained so that product detail pages are complete, accurate and locally relevant.

·Monitor daily trading and platform health (orders, payment, voucher redemption, availability, site performance) and act on exceptions before they reach the customer.

·Support delivery of the own site roadmap set by the Online Manager, including in-store fulfilment, new app features and enhancements, and new brand partnerships.

7.Reporting, Continuous Improvement & Stakeholder Management

·Track own site performance metrics (traffic, conversion, basket, fulfilment rate, defect and refund rates) and prepare regular reporting with clear, actionable recommendations.

·Identify manual and repetitive processes, and drive automation, simplification or system enhancement to release capacity within the team.

·Maintain operational trackers, checklists and documentation so the business can operate without single points of dependency.

·Proactively follow up on outstanding actions, dependencies and timelines across functions, escalating decisions and material commercial exceptions to the Online Manager.

JOB REQUIREMENTS

·Diploma or Bachelor's degree in Business, E-Commerce, Information Systems, Marketing or a related discipline.

·4–6 years' hands-on e-commerce or digital operations experience, ideally within an omnichannel retailer or health & beauty, grocery or pharmacy environment; exposure to both app and web platforms is essential.

·Proven experience preparing business requirements, running UAT and taking system enhancements through to launch and BAU.

·Demonstrable experience improving online conversion - funnel analysis, A/B testing and checkout or product page optimisation - with quantified results.

·Experience preparing SOPs, training materials and operational documentation, and training non-technical users.

·Working knowledge of CMS and promotion engine administration (Magento, Salesforce Commerce Cloud or similar) and order management systems.

·Comfortable with digital analytics (GA4 or equivalent) and Excel for performance and operational tracking; familiar with Agile ways of working and Jira/Confluence.

·Understanding of Singapore e-commerce, payments, fulfilment and health & beauty category dynamics.

·Experience managing outsourced partners or vendors against service levels is an advantage.

CANDIDATE ATTRIBUTES

Attribute	Behavioural Indicators
End-to-End Owner	Takes an enhancement from business need to embedded BAU without hand-holding; closes gaps rather than escalating them
Structured & Detail-Oriented	Documents requirements, test cases and SOPs clearly; leaves no ambiguity on owners or next steps
Business-Driven, Not Just Technical	Understands the commercial and customer impact of a change; speaks both business and tech
Customer-Centric Problem Solver	Diagnoses root causes, proposes options, and protects the customer experience while trading
Cross-Functional Navigator	Aligns Product, Tech, Store Ops, Fulfilment, Customer Service and Commercial around shared timelines
Improvement Mindset	Actively removes manual work through automation and process redesign; benchmarks best practice
Growth-Minded & Numerate	Not content with keeping the site running; sets a conversion target, tests against it and can defend the numbers
Resilient & Dependable	Works independently in a fast-moving environment; open to weekend or after-hours support during major campaigns and launches

Established in 1972, Guardian Health & Beauty is Singapore’s Number 1 Health and Beauty retailer. With more than 100 stores nation-wide, it retails a comprehensive range of health & beauty products. Guardian has evolved from its pharmacy roots to a holistic one-stop solution for customers’ health and beauty needs. It continues to expand its products and service range to meet the redefinition of beauty by today’s customers – where health meets beauty.

With a strong health heritage, it has the largest network of award-winning pharmacists and a wide selection of health products. Professional services such as patient-care counselling, dispensary services, beauty and personal care solutions are offered at stores as a convenient one-stop for health and beauty. Guardian also operates its online store with more than 9,000 products available and offers the “Click & Collect” services.

Guardian Health & Beauty is a Progressive Wage (PW) mark accredited company.

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