Digital Sales Operations Manager

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

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