OBJECTIVE
The Ecommerce & Omnichannel Operations Manager (China Office) is responsible for driving operational excellence across fulfilment, omnichannel services, and client service coordination in the China market. Detail-oriented and passionate about the omnichannel experience, this role focuses on improving KPIs, streamlining workflows, and delivering strong commercial results. The ideal candidate brings a strong understanding of China’s ecommerce landscape and thrives in a fast-paced, cross-functional environment.
KEY RESPONSIBILITIES

Ecommerce Fulfilment & Operations
61 Lead and manage the end-to-end ecommerce operations for the China market, ensuring service excellence across fulfilment and store-based omnichannel services.

61 Manage relationships with third-party logistics (3PL) providers, holding them accountable to SLAs and KPIs through regular performance reviews and on-site visits.

61 Maintain operational workflows by reinforcing company guidelines and recommending improvements to streamline cross-functional processes.

61 Coordinate with the Planning and Supply Chain teams to ensure effective management of capacity—including VAS (Value-Added Services), inventory levels, and warehouse/logistics costs—while identifying operational risks and developing contingency plans as needed.

61 Monitor and maintain optimal packaging supply levels; responsible for placing and tracking packaging and collateral orders.

61 Uphold online packaging standards and work with vendors to deliver best-in-class packaging solutions tailored to the China market.

61 Coordinate proper onboarding and BOH setup for Store Fulfilment Services (SFS) across both new and existing stores.

61 Assist the coordination and operational execution of key trade events and platform-specific activations (e.g., 618, Double 11), working closely with the TP and local platform representatives to ensure flawless campaign readiness and logistics.
61 Maintain good working relationships with platform partners (e.g., Tmall, JD, WeChat) to support operational initiatives and troubleshoot platform-specific needs.

61 Provide regular feedback and trade trend analysis to guide ecommerce decision-making, optimize trading strategies, and align with seasonal patterns and consumer behaviors in the China market.

Client Services
61 Act as the key liaison between Zimmermann and the external TP Client Services team ensuring high-quality client experience.

61 Monitor CS team performance through regular reporting and KPIs and provide feedback to align service delivery with Zimmermann’s standards.

61 Champion Zimmermann’s ‘One-Client’ experience mindset, ensuring the TP team delivers:
o Strong product knowledge
o Consistent tone of voice and brand values
o Cross-channel service continuity

61 Support the TP team in resolving escalated cases by maintaining escalation procedures and partnering with cross-functional teams to deliver timely resolutions.

61 Work with the Global Client Services Senior Manager to align TP practices with global standards and ensure consistency across regions.

61 Identify service trends and pain points from China-based customers and propose localized improvements.

61 Coordinate with Retail Managers to support true omnichannel integration, ensuring service is seamless across online and offline channels.

61 Drive the future development of China Client Services capabilities:
o Evaluate current contact channels and recommend enhancements (e.g., email, phone support, etc.)
o Plan and prepare for the establishment of an in-house CS team to elevate service ownership, brand alignment, and client experience in the China market.

61 Lead regular training and knowledge-sharing sessions with Client Services teams to enhance luxury service delivery and cross-channel issue resolution.

Omnichannel Project Execution
61 Collaborate with Sydney-based CN digital team and CN Retail Managers to localize and implement digital and omnichannel initiatives with zero disruption to customer experience.

61 Stay attuned to emerging digital and platform trends (e.g., Tmall, JD, WeChat), ensuring Zimmermann’s customer journey and operations remain competitive and client-***.

61 Partner with IT and internal teams to ensure local operations are technically supported and equipped.

61 Track, analyze, and report on omnichannel KPIs—including fulfilment rates, O2O adoption, and store participation—to measure impact, identify improvement areas, and guide future initiatives.

Brand Protection Support
61 Assist the Legal team in brand protection matters by monitoring marketplace activity, identifying potential infringements, and escalating violations.
61 Collaborate with TPs and platforms to remove unauthorized listings and enforce intellectual property rights.
Performance
61 To follow Zimmermann Policies and Procedures
61 To achieve attendance and punctuality in every shift without exception
61 To be part of an enjoyable working environment which promotes passion, focus and discipline.
61 To always maintain a professional appearance reflective of the brand image.
61 To ensure that a consistently high standard of digital marketing initiatives and content creation is achieved and reflective of the brand directive.
61 To action other responsibilities of the Digital Marketing and Content Teams where necessary

WHS
61 Participating in the development of a safe and healthy workplace.
61 Complying with instructions given for your own health and safety and that of others, in adhering to safe work procedures.
61 Co-operating with management in its fulfilment of its legislative obligations.
61 Taking reasonable care to ensure your own health and safety and that of others
61 Reporting any injury, hazard or illness immediately, where practical to Human Resources or a supervisor.
61 Not placing others at risk by any act or omission.
61 Not willfully or recklessly interfering with safety equipment.
KEY ATTRIBUTES

84 5+ years of experience in ecommerce operations, client service, omnichannel execution, or fulfilment/logistics within the China market, ideally in luxury or premium retail.
84 Experience working with and managing third-party vendors including 3PL and TP (Tmall Partner) teams.
84 Strong understanding of the China ecommerce and digital ecosystem (e.g., Tmall, JD, WeChat Mini Programs).
84 In-depth working knowledge of the luxury retail & fashion industry
84 Operationally strong with experience coordinating across inventory, packaging, fulfilment, and client-facing initiatives.
84 Excellent interpersonal and stakeholder management skills – capable of influencing both internal teams and external partners.
84 Analytical and data-driven with solid reporting capabilities.
84 Fluent in Mandarin and proficient in English (spoken and written).
84 Willing to travel within China for site visits and store support.