Dell ANZ CSB Online Program, Process & Innovation Manager in Bayan Lepas, Malaysia

ANZ CSB Online Programs, Process & Innovation Manager - MarketPlace

The ANZ CSB Online Programs, Process & Innovation Manager is responsible for the planning, development, implementation and socialization of IT initiatives that generate CV and URM improvements. This includes having an understanding of the T&T Roadmaps, Monthly Release / Moratorium Calendars, RTB | Transform | Scale requirements and Data Insights that drive growth via a 3Yr Plan.

The CSB Online Team has three priorities – Enable CV Growth, Drive Business Metrics and Focus on Innovation. The ANZ CSB Online PP&I Manager will reinforce these priorities with all conversations and activities.

Principal Accountabilities/Deliverables

  • Identify new programs that will drive incremental units, revenue and margin to the ANZ CSB business

  • Work closely with global counterparts to understand global best practice, utilizing learnings where possible

  • Develop the scope and project plan for any new program on and nz, working closely with relevant cross-functional teams to develop CBA and sizing to ensure that we are maximizing ROI

  • Work with GM and Finance to ensure investment is budgeted in relevant financial year plan

  • Co-ordination between all relevant partners and stakeholders on required contracts with necessary legal approval

  • Work closely with all internal and external partners to ensure the technology implementation is on track to meet required launch date. Escalating any potential roadblocks early and getting required help to resolve.

  • Own the testing on behalf of the business to ensure IT solution for any new program meets expectations

  • Define order placement details: Payment code, Class Code, customer creation. Organise queries & management reports

  • Understand the impact to all relevant cross-functional teams and provide training and instruction to Sales Ops, Customer Care, Sales, Chat etc. Ensure all new processes are in place prior to launch to support the implementation of new programs. Flagging any requirement for incremental resource to relevant managers for approval.

  • Work with DCS Analytics to understand performance insights, impact on the business and actions to address. These actions may be executed via T&T Roadmaps, IT investment initiatives and/or RTB tactics that are commonly used in other Regions. Monitor and socialize performance quarterly with appropriate recovery plans and/or opportunities for further growth clearly articulated.

  • Identify and implement opportunities to streamline processes, reduce costs, simplify, improve performance, learn and share best practices with other organizations and countries

Leadership Skills

  • In-depth knowledge of the Online landscape

  • Strong team building and organizational development experience

  • Solid project management skills with an organized and capable nature

  • Proven ability to plan and prioritize workloads and measure progress

  • Strong analytical and research skills; focus on P&L performance, forecasting / planning and budget management

  • Excellent written, oral and listening skills at all levels of the business. Strong communicator with an ability to constructively challenge, facilitate and probe to fully understand the business need.

  • Excellent inter-personal skills to create and maintain effective cross-functional relationships

  • Ability to think strategically and develop detailed creative and innovative solutions to problems

  • Strong sense of urgency with the ability to drive issues to closure despite obstacles and opposition

  • Drive and determination to make a positive difference to the organization

  • Ability to work under pressure, meets deadlines, remain positive and calm


  • Minimum 5 years of experience in online with a track record of measurable results preferably in the consumer electronics or IT industry

  • Experience in merchandising, brand, media and/or partner marketing

  • Strong analytical and budget management skills

  • Appetite for driving innovation and change

  • Good organizational agility and interpersonal skills to work effectively across functions and lines of business in a virtual organization

  • Ability to manage through ambiguity to drive results

  • Ability to thrive in a fast-paced and demanding environment

  • Strong team player and supporter

  • Strong knowledge of the Dell product lines

  • Fluent in English

Minimum Educational Requirements

  • MBA preferred