Product Support Manager (Gift Card)

Job Function:

Is responsible for supporting the Business Unit Head in driving the planning, coordination, and execution of gift card and certificate initiatives. The role involves cross-functional collaboration across departments such as Marketing, Sales, Finance, Legal, IT, and Customer Service, as well as coordination with platform providers, SM Retail & companies within the SM network. This role ensures that all projects and programs related to the gift card portfolio are efficiently managed, aligned with business strategy, and executed on time.

Responsibilities

Strategic Support

• Execution partner of the Business Unit Head.
• Coordinate, support and prepare reports, business reviews and updates.
• Provide analytical support to the business unit.

Cross-Functional Coordination within SM Network

• Serve as central point of coordination across internal departments such as Marketing, Sales, Legal, Treasury, Support Services, etc.) and external groups such as retail affiliates, sister companies and platform providers such as DAC & Pluxee).
• Manage issues with communication and resolution among stakeholders and partners.

Product Management

• Lead and manage projects related to the SM Gift Card and Pass such as enhancements, selling activations, etc.
• Track timelines and ensure that deliverables are met within standards
• Oversee product enhancements, platform integrations, and new feature rollouts.

Performance Monitoring

• Monitor product KPIs such as sales, redemption and usage behavior.
• Coordinate with data teams and able to summarize data for reports.
• Provide analysis on sales performance.

Sales, Marketing and Partner Support

• Support Corp Sales efforts, partner onboarding and B2B integration initiatives.
• Support Store Operations in all Gift Cards & Passes requirements such as inventory, product issues, sales supports and activations in the stores.
• Work with Marketing to plan and execute seasonal campaigns.

Key Qualification:

• Graduate of any 4-year Business course
• 3-5 years' experience in Product and Project Management; Exposure to digital, and e-commerce platforms for gift cards an added advantage.
• Proven ability to lead cross-functional teams and manage complex stakeholder networks.
• Strong communication, organization and interpersonal skills
• Proficient in data analysis and numbers.
• Strong problem-solving skills and proactive in mindset. Ownership driven mindset is a BIG plus.