Digital Sales Operations Manager

17 hours ago

Thành phố Hồ Chí Minh, Vietnam Heineken International B.V. Full time

Job Purpose

To drive digital sales 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 (Active Selling Outlet) by touchpoint & churn rate % (outlet)
- eVol/eGMV of Digital Touchpoints (B2B, Telesales)

Campaign/program performance:

- ROI of the campaign/program by assigned BU
- Value growth of the campaign (Rep Of Sales/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.

Knowledge and Experience
- Bachelor’s degree or upper, preferably in business management & equivalent major
- Good command of English (Intermediate level)
- 4 years working experience in FMCG sector which is at least 2 years in sales (HVN Sales field experience is the plus) from Sales Supervisor level
- Digital savvy: data-driven, proficient in Excel, data analysis & visualization; experienced in measuring Sales productivity and deploying tools for Sales
- Proactive and dynamic in driving work independently
- Knowledge of the RTC model, acting as a hub to manage the entire product distribution flow from factory to consumers (distributors / wholesalers / telesales / digital sales...)

Expected skillsets
- Sales planning & campaign design: Understand how sales operations work in the context of eBusiness and able to come up with sales campaign design to meet sales KPIs
- Business acumen: Ability to understand how business works, what drives performance, and how decisions impact financial, operational, and strategic outcomes. It includes both commercial awareness and the ability to connect day-to-day actions with business goals.
- Life-long learner

**LI-TP1**:

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