Digital Sales Operations Manager (HCMC)

Job Purpose
To drive digital platforms (including telesales) and customer engagement by aligning digital strategies with BU execution, integrating digital tools including B2B & Telesales, and ensuring consistent, impactful customer experiences across all touchpoints.
Measures of success:
Business performance in overall:
• Digital Coverage (B2B & Telesales)
• Active customers (ASO) by touchpoint & churn rate %
• eVol/eGMV of Digital Touchpoints (B2B, Telesales)
Campaign/program performance:
• ROI of the campaign/program by assigned BU
• Value growth of the campaign (ROS/numeric distribution...)
Key Accountabilities
Customer Onboarding, Acquisition & Retention
• Coordinate with sales to select the right outlet digital platform on boarding.
• Drive customer acquisition, training, and retention through active customers/sales engagement.
• Continuously capture and address customer pain points actively work with Telesales, Digital Sales, Sales, and VOC teams to improve customers' satisfaction
Digital Sales Performance Management
• Track eB2B, eB2C, and Telesales performance to identify growth opportunities both revenue & volume.
• Lead regular review cadences with key stakeholders on key KPIs (sales volume, coverage, ASO...) for quick action.
Campaigns, Action Plans & Stakeholder Alignment
• Conduct daily market observation and use Digital Sales and eB2C data to generate insights, design targeted campaigns, and propose actionable plans.
• Tailor omni-channel plan to BU needs and align stakeholders including HO functions.
• Support segmentation and proper utilization of digital touchpoints (B2B, Telesales, traditional order conversion).
• Coordinate closely with Telesales Supervisors and Outbound Managers to solve the issues and improve performance digital sales
Program Deployment & Execution
• Oversee execution of Digital Sales, eB2C, and Telesales programs in-market.
• Coordinate with regional DDTs, SS SubDist, distributors, and sub-distributors to ensure high-quality service in processing digital orders, fostering digital tools adoption and stickiness.
• Manage deployment in non-B2B segments, ensuring smooth rollout and operational readiness.