Online Assistant Manager Job Singapore Singapore,Business

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 escape 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…