⇒ Role Summary
The Regional Omni-Retail System Support Analyst plays a pivotal role in ensuring the smooth operation and optimization of omni-channel retail systems. This position supports regional retail teams by maintaining system integrity, troubleshooting technical issues, and implementing system enhancements to deliver a seamless customer experience across online and offline channels.
- Being the L2 supports on Omni-Retail solutions and integrations with various platforms.
- Coordinates with external vendors / developers to contribute the development, testing and implementation of the solutions in place.
The role is a regional role, supporting more than 1690 POS for more than 14 beauty brands in more than 10 markets in APAC, including Australia, Japan, Korea, Hong Kong, Malaysia, Singapore, Taiwan, Thailand, New Zealand etc.
Ideal candidate would have been already exposed Retail System, CRM data Integration, Omni-Channel environment in terms of operational support. This candidate must have a strong business background, and preferably within Retail and Wholesale industry.
⇒ Main Responsibilities
System Maintenance and Support:
- Provide technical support for omni-retail systems, including POS, e-commerce integration, inventory management, and customer relationship systems.
- Troubleshoot and resolve system issues to minimize downtime and ensure operational continuity.
- Monitor system performance and proactively address potential disruptions.
Collaboration and Stakeholder Support:
- Act as the primary point of contact between regional retail teams, Local Beauty Tech teams, and external vendors for system-related matters.
- Partner with cross-functional teams (e.g., marketing, operations, and logistics) to align system capabilities with business needs.
- Train retail staff and stakeholders on system functionalities and updates.
System Optimization and Enhancements:
- Analyze system usage and performance data to identify areas for improvement.
- Participate in the design, testing, and deployment of new system features and updates.
- Assist in integrating new technologies to enhance the omni-retail experience.
Documentation and Reporting:
- Maintain detailed documentation of system configurations, processes, and issue resolutions.
- Generate and analyze reports on system performance, user feedback, and operational KPIs.
- 2nd level support of Omni Retail Systems in Asia Pacific
⇒ Qualifications & Experience
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 2 years of experience in retail systems support, IT, or a related role.
- Strong problem-solving and analytical skills.
- Have excellent communication skills, experience working directly with end users, understanding business & translating requirements into solution, curious, pragmatic and proactive, and the ability to work independently.
- Understanding of technical environment (POS, MS SQL, Power BI, Web Services, Integration architecture), and ability to help structuring technical support.
- Strong understanding of retail operations and the role of technology in enhancing customer experience.
- Very Good functional understanding of retail & wholesales Business and POS / CRM topics – 1st experience on retail system supports preferable – already exposed to Retail / CRM applications.
- Excellent communication skills – Good spoken English required.
- Willing to work in a multi-brands and dynamic organization.
- Strong technical skills mixed with good business understanding.
- Willingness to travel to various retail locations within the region.
- Good command of Mandarin is an advantage in order to effectively communicate with Mandarin-speaking stakeholders.
