As the Omnichannel Growth Lead, you will be responsible for optimizing commercial strategies, deciding how products and innovations are delivered through various channels to maximize sales, transaction growth, and profitability across Japan and Korea. This leadership role focuses on commercial optimization rather than technical management.
The Omnichannel Growth Lead is a strategic leadership role responsible for orchestrating the synergy between digital platforms and retail execution across North Asia. This role leads the Where & How of our commercial strategy—defining how our brand and products are activated across all customer touchpoints to maximize sales growth and channel profitability.
The job functions of this role include but are not limited to:
I. Driving Omnichannel Growth & Strategy
- Omnichannel Orchestration: Lead the regional strategy to integrate digital and physical channels, ensuring a seamless and high-converting customer journey across Kiosk, App, Web, and Delivery.
- Commercial Growth: Partner with the Retail & Menu Strategy teams to take product innovations and orchestrate their activation across all channels to maximize reach and conversion.
- Channel Optimization: Define the strategic role and priority for each sales channel to drive overall business performance and digital sales mix.
- Delivery Strategy: Lead the partnership with 3rd party delivery aggregators to maximize growth opportunities and optimize the commercial delivery model.
II. Commercial Excellence & Analytics
- Business Performance: Define and track key performance metrics to drive the discipline of consistent channel growth and business targets.
- Unit Economics: Leverage data and business analytics to optimize profitability, including average ticket value, gross margin, and channel-specific promotional mechanics.
- Data-Led Recommendations: Establish performance dashboards and frameworks to provide sharp, executive-level business recommendations that influence regional strategy.
III. Next-Gen Customer Experience & Loyalty
- Digital Transformation: Lead the commercial roadmap for next-gen digital platforms and restaurant technology to ensure they deliver immediate business ROI.
- CRM & Loyalty: Drive the regional loyalty and CRM strategy to increase customer frequency, engagement, and long-term lifetime value.
- CX/ UX Leadership: Champion a reliable and easy ordering experience across all platforms, identifying opportunities for user experience enhancements and channel optimization.
IV. Franchisee & Regional Partnership
- Franchisee Alignment: Act as the primary subject matter expert and advisor to franchisees on omnichannel marketing opportunities and commercial challenges.
- Best Practice Leadership: Lead a culture of best-practice sharing across the region, partnering with global digital teams to import and export proven growth strategies.
- Cross-Functional Collaboration: Work closely with Tech, Operations, and Finance teams to ensure the digital ecosystem supports the broader business modernization goals.
- Tertiary level education in Business, Marketing, Technology, or a related field.
- Minimum 10 years of experience in e-Commerce, digital platforms, or commercial leadership, preferably within QSR, FMCG, or retail.
- A seasoned commercial leader with a proven track record of driving P&L growth and business performance through digital channels.
- Strong analytical skills with the ability to translate complex data into sharp, executive-level business recommendations.
- High level of maturity and credibility to influence franchise partners and senior regional stakeholders.
- A track record of both strategic planning and galvanizing cross-functional teams (Tech, Ops, Marketing) to deliver executional excellence.
- A growth and experimental mindset—not afraid to test hypotheses and stretch boundaries to achieve results.
- Excellent interpersonal and communication skills with the ability to work effectively across diverse cultural backgrounds.
- A high-energy people grower committed to building capability and leading teams toward a shared vision.
- Assertive, with the confidence to be a voice of authority for the brand's commercial and digital interests.
