1) Platform Operations and Incident Management

• Perform incident triage by assessing severity, client and business impact, urgency, affected journeys, and required stakeholder involvement.
• Raise, prioritise, and manage incident tickets, ensuring issues are accurately documented, assigned, tracked, escalated, and closed in accordance with agreed service processes.
• Act as the primary coordination point for business stakeholders during high-impact incidents, providing timely, clear, and appropriately tailored status updates.
• Partner with Digital Solutions, Tech and corporate stakeholders at local, regional, global, and external vendors to investigate incidents, validate root causes, and drive resolution within agreed timelines.
• Drive preventive actions and continuous service improvements to reduce incident recurrence, strengthen platform stability, and minimise disruption to clients and business operations.

• Maintain a clear view of incident trends, operational risks, open issues, and improvement actions and provide regular reporting to relevant stakeholders.
• Provide feasible solutions proactively to address operational challenges and orchestrate the timely delivery of fixes or enhancements.  

2) Release, UAT and Change Management

• Maintain visibility of release calendars, planned changes, dependencies, risks, and key business milestones across local stakeholders.
• Coordinate UAT activities, including test scenarios, test data, acceptance criteria, defect logging, retesting, business sign-off, and launch readiness
• Ensure appropriate release governance is in place, including change documentation, approvals, go/no-go decision inputs, contingency planning, rollback readiness, and stakeholder communication.
• Conduct pre- and post-release validation to confirm that key client journeys, content, tracking, integrations, and functional requirements perform as intended.
• Coordinate post-implementation monitoring and review, capturing issues, learnings, and opportunities to improve future release quality and delivery processes

3) Campaign & Digital Experience Readiness

• Coordinate and communicate release schedules for key campaign pages, content, banners, and relevant platform features with internal stakeholders (e.g. business and media teams).
• Monitor campaign launches and key media activities to ensure that incoming traffic lands on the intended pages and that the client journey performs smoothly without page errors or broken links.
• Manage the end-to-end readiness of campaign-related onsite updates, including banner changes, content uploads, key landing pages, and onsite search keyword setup or optimisation.
• Conduct pre-launch checks to confirm that campaign pages, links, content, onsite search results, and relevant functionalities are accurate, live, and aligned with the approved campaign plan.
• Coordinate the investigation and resolution of campaign-related issues, such as landing-page errors, incorrect redirects, or missing content.

• Operational Ownership Under Pressure: Remains calm, decisive, and accountable in fast-paced environments
• Structured Problem-Solving: Demonstrates strong analytical rigour and attention to detail - investigates issues thoroughly to identify root causes and drive sustainable resolutions.
• Delivery and Prioritisation: Effectively manages multiple concurrent tasks, projects, and stakeholders, balancing client impact, business value, urgency, and technical dependencies.
• Stakeholder Management and Communication: Builds trusted relationships across various stakeholders and external partners - communicates clearly and manages expectations with transparency and a solution-oriented mindset.
• Client, Brand and Data Mindset: Uses client insight, brand standards, business context, and data to identify meaningful priorities, make sound recommendations, and influence decisions.
• End-to-End Digital Acumen: Understands the connections between front-end client journeys and back-end platforms, including e-commerce, OMS, WMS, CRM, CMS, analytics, and integrations.
• Project Management Skill: Applies structured project management practices to plan and deliver digital initiatives end-to-end, effectively managing scope, timelines, dependencies, risks, resources, stakeholders, and change to ensure successful and timely delivery.