Duty Free and E-Commerce Operations Lead Specialist

Overview

This role involves leading and independently performing tasks related to Duty Free and E-Commerce operations, focusing on achieving long-term goals with minimal supervision. The specialist drives execution of operational strategies and significantly enhances existing policies, standards, and reporting processes.

Key Responsibilities

• Investigate regional and global updates in Duty Free and E-Commerce methods, proposing initiatives to boost competitiveness within the region.
• Review and refine eligibility criteria for Duty Free and Authorized Express Carrier operators, aligning with strategic priorities and regulations.
• Advise on updates to service fee structures and exemptions relating to E-Commerce, ensuring compliance with best practices and legal guidelines.
• Identify and suggest appropriate technical systems to enable efficient data exchange and communication with Duty Free operators.
• Collaborate with regional and international bodies to share information regarding E-Commerce protocol developments and standards.
• Evaluate applications for Duty Free and E-Commerce licenses for compliance and eligibility, making approval or rejection determinations accordingly.
• Finalize contractual agreements for approved entities, activate related infrastructures, monitor operators in Duty-Free zones, and provide necessary operational support.
• Assess operator performance regularly to decide on license renewals or cancellations and perform ongoing compliance monitoring.
• Conduct on-site inspections at ports to supervise activities and identify operational deficiencies.
• Manage processing of Duty Free entries/exits and E-Commerce declarations in accordance with policies, escalating issues as needed.
• Offer frontline support and resolve escalated technical or operational incidents associated with Duty Free and E-Commerce operations.
• Handle escalated problems from online shops and express carriers, driving service improvements based on needs and industry standards.
• Carry out routine inspections of Duty Free and E-Commerce zones, perform inventory audits via site visits and system checks, and report inconsistencies for investigation.
• Collect and analyze sales data to track revenues and comprehend customer demands.
• Compile reports on violations and submit findings promptly for internal follow-up.
• Prepare regular reports detailing trends, activity metrics, and performance gaps to inform stakeholders.
• Adhere strictly to organizational policies and standard operating procedures to maintain work consistency and control.
• Assist in resolving complex issues and support junior staff to enhance operational efficiency.

Education and Experience

• Bachelor’s degree in Business Administration or a related discipline
• At least four years of pertinent experience in a similar role

Core Competencies

• Advanced skills in data analytics
• Developing proficiency in collaboration and communication
• Proficient in professionalism and customer focus
• Proficient in logistics query management and risk assessment
• Strong capabilities in fraud investigation policies and clearance inspections
• Results-driven mindset with developing ability in change enablement and innovation