Assistant Brand Executive

About The Job

We're hiring an Assistant Brand Executive (ABE) to support day-to-day operations for our Hong Kong channels—brand.com (Shopify) and HKTVmall—with a strong focus on procurement, inventory coordination, customer service, and O2O initiatives that tie our e-commerce channels to our sister veterinary hospital. This is a junior, hands-on role with clear growth into Assistant Brand Manager.

Why This Role Rocks

• Learn fast with structured onboarding and close mentorship
• Own real responsibilities across e-commerce ops, procurement, CX, and O2O pilots
• Clear progression path to ABM for strong performers

What You'll Do

• Channel Operations (brand.com, HKTVmall & Offline/O2O):
  • Launch and maintain product listings (copy, images, attributes, tags, SEO basics)
  • Set up promos, bundles, and vouchers; support platform campaign submissions
  • Ensure storefront hygiene: ratings, Q&A, chat SLAs, return reasons, and buyer experience
  • Monitor daily sales, traffic, conversion, cancellations/returns; flag issues early
  • Coordinate order fulfillment and exceptions with warehouse/3PL (address changes, reships, damages)
• O2O: Tie-In with Sister Vet Hospital:
  • Build O2O flows: clinic pickup/return options, in-clinic QR → online journeys, and WhatsApp follow-ups post-consult
  • Referral & voucher setup: create clinic-specific codes/links; track clinic-originated orders and revenue
  • Clinic content & signage: coordinate landing pages, store-finder, availability badges ("Pick up at Clinic"), and in-clinic posters/QRs
  • Assortment & compliance: manage "vet-recommended"/prescription diets with verification steps and appropriate disclaimers
  • Bundles & services: support product + service bundles (e.g., vaccination + preventatives), sampling, and trial packs
  • Ops alignment: align with clinic front desk for pickup SLAs, returns, exchanges, and temperature-sensitive handling; maintain simple SOPs and quick-reference guides for clinic staff
• Procurement & Inventory Coordination:
  • Prepare and raise purchase orders; follow up with suppliers on lead times and delivery
  • Track stock cover by SKU; alert on OOS risk, overstock, and expiry/lot where relevant
  • Support inbound logistics and receiving; reconcile delivery notes vs. POs
  • Maintain cost price and landed cost records; update price lists and margin trackers
  • Clinic stock: maintain clinic-level par stocks/thresholds; coordinate replenishment and consignment where applicable
• Customer Service & Buyer Experience:
  • Handle customer inquiries (email/chat/phone) with friendly, timely responses
  • Resolve post-purchase issues (returns, refunds, replacements) within SLA
  • Capture frequent issues and propose fixes to listings, packaging, or processes
  • Drive CSAT improvements and reduce return/cancel rates
  • O2O CS: coordinate with clinic front desk on O2O order queries, pickups, and escalations
• Inventory Planning & Content:
  • Keep collections fresh (new arrivals, bestsellers, seasonal picks)
  • Propose basic assets/briefs for promotions and on-site banners
  • Ensure PDP accuracy (pack size, ingredients/specs, pricing, shipping)
  • O2O messaging: highlight clinic pickup, local availability, and vet-approved education content
• Reporting & Admin:
  • Weekly dashboards: sales, traffic, conversion, stock cover, cancellations/returns, CSAT
  • Simple ad/boost tracking on HKTVmall/brand.com (spend vs. sales lift)
  • Maintain SKU master data, PO logs, supplier contacts, and SOPs
  • O2O tracking: clinic-originated revenue, voucher/code performance, pickup SLA, QR scan-to-order funnel, and repeat purchase post-visit

What Success Looks Like

• 30 days: Publish listings, respond to tickets, raise POs; pilot 1 clinic pickup flow end-to-end
• 90 days: Maintain channel hygiene, keep stock cover within guardrails, hit core SLAs; launch 1–2 O2O voucher/referral pilots
• 6 months: Clear slow movers via targeted promos; improve CSAT/return rates; O2O contributes measurable % of HK orders with strong pickup SLA

About You

• Experience: 0–2 years in e-commerce operations, procurement/supply chain, or customer service. Internships/placements count. (Retail/consumer goods/pet category a plus.)
• Tools: Shopify (+Shopify POS ideal), HKTVmall seller portal, Excel/Google Sheets (VLOOKUP/XLOOKUP, Pivot Tables), Gmail/Docs/Drive; Klaviyo/CRM and WhatsApp Business are a plus
• Ops Skills: Detail-oriented, process-minded, able to juggle tickets, POs, listings, and clinic coordination
• Customer Mindset: Empathetic, clear communicator, calm under pressure; comfortable liaising with clinic front-desk teams
• Languages: Fluent Cantonese and English; Mandarin is a plus
• Education: Diploma or degree; numerical/operations majors a plus—but attitude and aptitude matter most
• Compliance Awareness: Basic understanding of HK data privacy (PDPO) and medical advice disclaimers; follow vet guidance

KPIs You'll Help Drive

• Stock health: OOS rate, days of cover, slow-mover clearance
• CX: First response time, resolution time, CSAT, return/cancel rate
• Storefront hygiene: Listing accuracy, Q&A/Chat SLA compliance
• Commercials: Promo execution accuracy, basic spend vs. sales lift tracking
• O2O: Clinic-originated revenue/orders, pickup success & SLA, referral conversion, QR scan-to-order rate, repeat purchase after clinic visit

Rewards & Perks

• Competitive compensation with performance-based reviews
• Mentorship and skills training (procurement, inventory, Shopify/HKTVmall & O2O ops)
• Supportive, fast-moving, data-driven team
• Clear growth path to Assistant Brand Manager (ABM)

If you're organized, proactive, and excited to learn e-commerce and O2O from the ground up, we'd love to meet you. Apply to become our Assistant Brand Executive and make an impact from day one.