JOB TITLE:

DIGITAL MERCHANDISER

REPORTING TO:
LOCATION:

Commercial Planning Manager, Marketing Department

ZALORA Office, Ho Chi Minh City, Vietnam

THE ZALORA STORY

ZALORA entered the South East Asian market with a bang end of 2011 and hasnt looked back since. We are SEAs
number one fashion destination and the most visited fashion e-commerce website in the region with offices in all
major cities. We specialize in new clothing, shoes, and accessories from local and international designers and labels
from around the world as well as our own designed fashion lines. Were an entrepreneurial-minded, data-loving
and driven team considered a leader in the online fashion space.
ZALORA is represented in 8 countries: Hong Kong, Indonesia, Malaysia, Philippines, Singapore, Brunei, Vietnam and
Thailand and our vision is to be South-East Asias number 1 destination for 20 and 30-somethings who love
fashion. We have set ourselves a target to triple our current size by the end of 2014 and this is only possible if we
continue to work with top talent across the globe to help us realize our mission.
THE ZALORA WAY
We are different in everything we do or anything you have ever seen in Vietnam and we are proud of it! The
ZALORA-way is the only way we know and runs through every single thing we do. Fashion constantly changes,
these core pillars of our existence do not. If you are a confident, hungry, smart and passionate person who likes to
work hard and enjoys being in a vibrant environment with extraordinary talents, youll fit in just fine!
We are customer obsessed. We know our customers are just like us, they love fashion and want the latest looks
and styles with the best value-for-money. We have the most favorable return policies and best customer service
team in the country and will continue to set the standards for what customer service in Vietnam should be like. We
think of our customers first in everything we do their happiness is fundamental to us.
We move fast. The ZALORA world is extremely fast-moving and we expect you to be able to keep up with the pace.
We will always be the innovative force within Vietnamese fashion and to ensure ongoing development we always
need to re-evaluate our product offering, traffic channels and operations.
We continuously innovate. We are the first serious fashion and beauty e-tailer in a very young and booming
economy. As such, we create history every day and constantly have to find new solutions to problems we
encounter. No one has ever done anything like this in Vietnam and there is no secret formula on how to get it
right. It is important that all of our employees have an extreme go-getter attitude and can roll with the punches
without feeling lost when they have to figure out a solution to a problem they have never seen before. We also
believe that there is always room for improvement and hence we dont settle for satisfactory, we strive for the
best.
We promote a culture of progress and learning. We pride ourselves with being able to offer an extremely vibrant,
energetic and supportive working environment and as such are able to attract the best talent in the country. We
have a great track record for internal promotions and we have several success stories of people who have started
from very junior positions and quickly risen in the ranks due to their raw talent and passionate drive. ZALORA is a
pure meritocracy, i.e. our employees success is purely based on performance and not their age, how they look,
where they come from or who they know (or dont know). We always encourage our employees to question
processes and requests, to speak their mind freely and to form an own opinion.

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THE ROLE
The Digital Merchandiser (DM) operates within the Commercial Planning team, and alongside Commercial Planners
(CP) his/her pure mission is to optimize and merchandise all parts of the ZALORA online shop (variety of offered
products on zalora.vn) in order to maximize revenue and profit. His/ her overall goal should be to constantly find
new ways to show products in the best light and repair deficiencies at entry of or within the shop in order to
assure a smooth and successful customer journey on the site.
The DM reports directly the Commercial Planning Manager who overlooks the campaign development and web/
campaign analytics as well as guides the DM on every project.
In this role he/ she will be responsible for providing reports and recommendations towards surrounded teams and
his/ her direct report. The way ZALORA sees the role is 100% customer WOW driven. The DM should push towards
projects and initiatives to ensure each customers time spent on the site is experienced in the best way as possible
and customers leave with feeling WoW-ed. For this the DM will be also the link between Customer Service and
Marketing.
This position is charged with understanding and delivering high-quality customer insights and trends across multichannel devices (Mobile, Desktop, Tablet etc.). It is one of the most crucial roles, which will connect the Marketing,
Product/ IT and Production team with a consumers perspective. Hence, while Commercial Planning is revenue and
growth driven, Digital Merchandising should be customer perspective driven What does the customer want?
How does he behave on our site? What stimulates interest for him? And what information is needed to convince
him to purchase?
The role requires a highly energetic, self-motivated and creative individual with strong communication skills who
has to be able to analyze and verbalize critical aspects concerning all website communication. To ensure a smooth
working relationship with other teams, we require a DM to be proactive and diplomatic when interacting with
teams across the venture. Furthermore, the DM will develop reporting tools and set up A/B tests, to ensure
constant optimization of the site. For this he/ she will be working hand-in-hand with the respective regional
function from which he/she will receive learnings and reports.
In a nutshell, the DMs job is to comprehend and anticipate customers needs and translates them into actions for
surrounded teams to ensure that customers who come to our site, no matter through which entry (Landing Page)
will have a WoW experience on our site.
This is why the role requires a confident personality, which can openly voice opinions and suggestions and
continuously interact and cooperate with other departments.

RESPONSIBILITIES

Champion our brand position and corporate communication at every point of contact with customers

Generate enthusiasm and inspiration for ZALORA website and brand through optimization initiatives and
constant high-quality appearance of website visuals and text, easy navigation and effective user-interface

Sit within Customer Service Center 1 day per week to understand customer difficulties and feedback in
regular weekly meetings to CP, Onsite, Product/IT and Production

Generate and share Ratings/ Review report to other teams and departments and follow progress

Work with Customer Relationship Management Team (CRM) and Social Media Team (SM) to gain more
customer reviews and comments for products

Create weekly NPS report (customer satisfactory score) for Marketing team and present in weekly
management meeting about progress of improvement and new initiatives

Test and identify new methods to display products available for sale in a way that it stimulates more
interests and entices customers to make a purchase

Receive weekly brand and category reports by CP team and take action on giving respective brands/
categories more exposure (including product boosting methods on catalog page)

Owner of category tree adjustments (Identify demanded product categories, within and outside website,
from competitors and stock of current categories online and liaise with Buying team and CP to take action
and optimize)

Generate and share a monthly competitive analysis (including mystery-shopping initiatives)

Feedback on quality for all online marketing visuals to ensure a unified message and set right customer
expectations (including GDN Banners, Onsite Banners, Affiliate Banners, etc. KPI: Landing Page Bounce
Rates)

Identify drawbacks on imagery and content of products available for sale and work hand-in-hand with
Production team and CP to set-up tests and increase Product View-Add To Cart conversions

Identify and anticipate potential customer journey to get to products they are looking for. Adjust and
optimize click-path and categories to provide the easiest route for customers as possible. Create best-inclass experience for the customers)

Understanding where customers entries on website and which Marketing channel and device they come
from and their expectations towards the website content (SEM, SEO and Onsite Search)

Identify and report on inefficient Landing Pages (high Bounce Rate) by channel and translate marketing
objectives into creative strategies and draft up test versions for A/B testing (Landing Page Optimization)

Create and share weekly reports for Campaign/ Category Landing Pages to initiate action and learning for
surrounded teams (Onsite search, Bounce Rate evolvements, LP reports)

Liaise and connect with regional Account Management team on daily basis and update them about local
campaign start and ending function as the link between local and regional

QUALIFICATIONS
The role requires an extremely driven and bright individual with good work ethics who is comfortable and credible
in dealing not only with visuals but also with numbers and people at various levels across ZALORA Vietnam.

Passion and interest in Fashion or User-experience Design is an absolute must

Good analytics skills, capable of interpreting data and reports

Good knowledge and understanding of online marketing data

Commercial and forward sense of design/style

Strong sense for User-interface perception

Strong grasp of marketing concepts and fundamentals

Proven ability to translate commercial strategies and challenges into clear, customer-friendly lay-out
drafts

Broad understanding of what represents best-in-class on the web and e-commerce

Discerning eye for composition and web/ mobile friendly design

Clear passion for customer satisfaction and service industry

Ability to manage multiple priorities and meet deadlines in a fast-paced environment

Positive, constructive, and collaborative approach and collaborative, inclusive and flexible team member

Strong communication skills, interpersonal skills, and presentation skills required

Bachelor Degree in Marketing/Merchandising/ Design or equivalent

Strong online retail/fashion editorial experience desired; ecommerce experience ideal

Minimum 3-5 years design experience

Must be a self-starter with an entrepreneurial attitude and with an ability to thrive in a fast-paced, rapidly
evolving environment

A genuine love and interest in the ZALORA brand

Acknowledged by employee

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