Operations &Customer Service Manager

About the role

This role involves planning and executing direct-supply operational strategies tailored for Hong Kong's SMEs in catering, community group-buying, and local merchants. You will establish product curation, pricing, and promotional mechanisms, oversee the full lifecycle operations of core staple food categories (rice, noodles, grains, edible oils, and dry goods), and optimize category structures to boost gross margins and repeat purchase rates.

Key responsibilities

1. Downstream Channel Operations Setup: Plan and execute direct-supply operational strategies tailored for Hong Kong’s SMEs in catering, community group-buying, and local merchants; establish product curation, pricing, and promotional mechanisms.
2. Category & Product Management: Oversee the full lifecycle operations of core staple food categories (rice, noodles, grains, edible oils, and dry goods); optimize category structures to boost gross margins and repeat purchase rates.
3. Food Safety & Quality Control: Leverage expertise in biological sciences to enforce strict quality standards and preservation requirements for agricultural and staple food products; build an end-to-end quality control system.
4. Customer Service & Merchant Relations: Establish B2B customer support and order fulfillment workflows; handle merchant inquiries efficiently and analyze ordering data to drive customer retention.
5. Vendor Negotiation: Negotiate with upstream brand owners and suppliers to secure marketing allowances, promotional resources, and exclusive product supply.

Qualifications & Requirements

1. Education: Full-time Bachelor’s degree in Biological Science, Food Science, Agronomy, or related disciplines.
2. Work Experience: 8+ years of experience in e-commerce platforms, community group-buying, or FMCG category management/sourcing; prior experience with leading tech platforms (e.g., Meituan Select, Chengxin Youxuan) or established staple food platforms is preferred.
3. Core Competencies: Strong data analytical skills (for optimizing category mix and margins), hands-on technical ability in food quality control, and proven commercial negotiation skills.
4. Language Skills: Proficient in Mandarin with basic English communication ability (CET-6 or equivalent preferred).