O2O Omnichannel GM

Financial Job Dimensions

Degree of supervision

Broad Supervision: operates with a high level of autonomy and strategic accountability. The job holder receives directional guidance and performance alignment discussions with the line manager on a quarterly basis or as required by key strategic milestones. Daily operational decisions are made independently within approved policies and governance frameworks.

Level of Authority

High Authority: The job holder exercises a high degree of discretion and independence in decision-making within the defined O2O Omnichannel strategy and governance framework.

Empowered to:

• Approve and prioritize O2O Omnichannel initiatives, budgets, and resource allocation across Sales/Service (offline & online) channels.
• Define and enforce O2O Omnichannel standards, policies, and vendor selections.
• Make strategic and operational decisions with minimal oversight, ensuring alignment with overall business objectives.

Purpose of the Job

The strategic and operational responsibility of shaping and delivering a world-class O2O Omnichannel experience across all customer physical touchpoints as part of the phygital customer journey. This role will own the vision, governance, strategy, frameworks, and execution of the O2O Omnichannel roadmap, ensuring every interaction is seamless, measurable, and value-creating for both customers and the business.

Key Accountabilities: Description

• Strategy & Governance – Own the vision, strategy, and governance of the end-to-end O2O Omnichannel journey, ensuring alignment with business objectives and consistent execution across all touchpoints.
• Customer Journey Mapping, Design & Experience – Create and continuously improve customer journeys by designing innovative, seamless, and data-driven O2O Omnichannel experiences.
• Execution, Operations & Engagement – Lead the execution of O2O Omnichannel initiatives, showroom activations, and campaigns to ensure consistent, high-quality interactions that drive conversion and loyalty.
• Measurement, Insights & Continuous Improvement – Build a data-driven O2O Omnichannel performance framework to continuously optimize strategy and results

Key Accountabilities: Performance Indicators

• Percentage 100%
• Percentage 100%
• Percentage 100%
• Percentage 100%

Major Activities

1. Define O2O Omnichannel  vision, mission, and principles aligned with corporate strategy.
2. Develop governance frameworks, SOPs, SLAs, and guidelines for all  Omnichannel touchpoints.
3. Design short-, mid-, and long-term phygital strategies (integrating physical + digital journeys).
4. Align with executive leadership to embed O2O Omnichannel  into organizational priorities.
5. Map and analyze customer journeys to identify gaps and opportunities.
6. Design and deploy showroom experiences, digital signage, booking tools, and personalization solutions.
7. Champion a culture of customer-centric design thinking across the organization.
8. Collaborate with Marketing, Product Planning, and Retail Operations to synchronize phygital O2O omnichannel efforts.
9. Develop Omnichannel KPIs and dashboards (NPS, footfall, lead conversion etc).
10. Measure ROI of Omnichannel nitiatives and recommend data-driven improvements.
11. Regularly present performance results and strategic recommendations to senior leadership.

Job Context

• The role operates in a dynamic, customer-centric environment requiring strategic foresight, cross-functional influence, and executional excellence to deliver consistent, measurable, and value-creating O2O Omnichannel interactions across all customer segments.
• The job has a direct impact on shaping and implementing the organization’s O2O Omnichannel strategy, ensuring seamless engagement across all phygital (physical & digital) touchpoints, and driving operational performance through the adoption of customer-centric frameworks and standards. It also leads innovation and change management initiatives to embed new tools, processes, and behaviors that elevate the retail and digital experience.
• The job has an indirect impact on the company’s commercial success by enhancing customer satisfaction, loyalty, and advocacy through effective O2O Omnichannel execution, contributing to higher retention, revenue growth, and brand equity. It also indirectly influences employee engagement and capability building by fostering a culture of innovation, collaboration, and continuous improvement across the network.
• The role demands strong marketing acumen, analytical thinking, problem-solving capability, and data-driven insight generation to inform strategic O2O Omnichannel decisions and continuous improvement.

Framework, Boundaries & Decision Making Authority

• The job holder also has the autonomy to make operational decisions related to performance management, resource allocation, and vendor engagement while remaining accountable for the role’s  KPIs and reporting outcomes to executive leadership.
• The job holder has the freedom to lead and influence all cross-functional stakeholders in defining, implementing, and governing the organization’s O2O Omnichannel strategy, ensuring alignment, clarity, and consistency across the retail network.
• The job holder has the authority to approve or decline Omnichannel standards, initiatives, tools, and vendor selections; to allocate budgets; and to prioritize programs and investments across channels in line with strategic objectives.

Organizational / Functional Strategic Focus

• The job holder has a crucial strategic role in improving customer satisfaction and loyalty through the systematic removal of friction points across the O2O Omnichannel journey, resulting in higher NPS, retention, and repeat purchases.
• The job holder has a crucial strategic role in aligning the O2O Omnichannel function with the overall business strategy, ensuring that every customer interaction contributes to revenue growth, brand equity, and long-term sustainability.
• The job holder has a crucial strategic role in driving cross-functional alignment by integrating Marketing, Operations, and Product Planning under a unified O2O Omnichannel governance framework.
• The job holder has a crucial strategic role in enhancing data-driven decision-making, leveraging insights and analytics to prioritize investments and allocate resources effectively across O2O Omnichannel initiatives.

Minimum Qualifications

Bachelor’s Degree in Marketing, Business Administration MBA or master’s in marketing is a plus 

Minimum Experience

6 years in related fields with 2 years in supervisory role  

Job-Specific Skills

Time Management, Management of Personnel Resources, Monitoring, and Implementation

Active Learning, Stress Tolerance, Achievement/Effort, Awareness and Problem-Solving Skill Problem Sensitivity, Deductive Reasoning, Good knowledge of different business functions Strong leadership qualities 

Languages

English/Arabic

Special Certifications / Membership

Marketing certifications are a plus 

Competencies