JOB DESCRIPTION

GPMO/JD/08012020

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Department Data Intelligence

Unit Digital Commerce

Position Title Head, Digital Commerce Platforms & Products

1.0 Reporting Relationships

Reporting to Direct Superior Chief Data Intelligence Officer

Indirect Superior

Incumbents supervised Direct Subordinate Product Managers / Product Owners and digital

product specialists

Indirect Subordinate Cross-functional delivery teams and external

technology partners, as applicable

2.0 Job Summary / Position Description (Describe what the position does in one sentence) 1. Lead the Group’s digital commerce platforms and product portfolio across app, web, self-service

kiosks, bring-your-own-device (BYOD) and other emerging digital ordering channels, ensuring

they are easy to use, reliable and commercially effective.

2. Own the end-to-end product strategy, roadmap and performance of digital commerce

experiences across the businesses, from discovery and ordering through checkout, payment,

fulfilment and post-order experience. 3. Build and lead the digital commerce product team, establishing clear product ownership,

prioritisation, delivery and performance-management practices across channels. 4. Partner with Marketing, Data, Customer Value Management, Digital, Payments and external

vendors to continuously improve conversion, adoption, frequency, average order value and

customer experience. 5. The key measure of success is not only delivery of digital features, but sustained growth in digital

channel usage, transaction conversion, revenue and customer satisfaction while maintaining

platform reliability and scalability.

3.0 Major Duties / Areas of Responsibility (List the major areas covered by the position) 1. Own and continuously evolve the digital commerce product strategy and roadmap across app,

web, self-service kiosks, BYOD and future digital ordering touchpoints. 2. Drive growth in digital commerce adoption, conversion, transaction volume, revenue and

customer engagement across the businesses. 3. Build and lead a high-performing digital commerce product team with clear accountability for

product domains, channels and outcomes. 4. Optimise the end-to-end ordering journey, including discovery, menu, product selection, cart,

promotions, checkout, payment, order confirmation and fulfilment visibility. 5. Ensure digital commerce platforms are reliable, scalable, secure and integrated effectively with

restaurant, payment, loyalty, promotion, customer-data and fulfilment systems. 6. Establish a strong experimentation and optimisation engine using analytics, customer research,

A/B testing and funnel diagnostics to continuously improve performance.

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GPMO/JD/08012020

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7. Manage the digital commerce product lifecycle and technology partners, balancing customer

value, commercial impact, technical health, cost and speed to market.

4.0 Primary Objectives (List the primary goals and objectives of the position for its overall contribution to the organization) 1. Own the digital commerce vision, strategy and multi-year roadmap across all customer ordering

channels, aligned to the Group’s growth and digital ambitions. 2. Increase the share of transactions completed through owned and digitally enabled channels by

making ordering simpler, faster, more reliable and more valuable for customers. 3. Improve commercial performance through higher traffic-to-order conversion, repeat usage,

average order frequency, average order value and cross-sell / upsell effectiveness. 4. Create a consistent omni-channel commerce experience while allowing channel-specific journeys

to reflect customer context and operational needs. 5. Lead product discovery and prioritisation with business owners, translating customer problems

and commercial opportunities into clear product requirements, business cases and delivery

roadmaps. 6. Own the end-to-end product lifecycle from discovery and business case through design, build,

launch, adoption, optimisation and retirement. 7. Establish and manage product KPIs by channel, including active users, adoption, conversion,

funnel leakage, payment success, order completion, repeat usage, customer satisfaction, uptime

and commercial value. 8. Build a disciplined CRO and experimentation practice, using behavioural analytics, customer

research and controlled experiments to identify and remove friction from the ordering journey. 9. Partner closely with Digital and architecture teams to improve platform performance, reliability,

scalability, integration quality, technical debt and release effectiveness. 10. Ensure effective integration with loyalty, CRM, promotions, pricing, menu / product master data,

payments, restaurant systems, delivery / aggregator platforms and customer-data capabilities. 11. Lead, coach and develop the digital commerce product team, creating clear ownership across

product domains and strong product-management standards. 12. Manage strategic vendors and technology partners, ensuring delivery quality, commercial

discipline, service levels and alignment to the Group’s product roadmap. 13. Report product performance, risks, roadmap progress and value realisation through the agreed

executive governance forums.

5.0 Specific Responsibilities of the Job (Take each of the items listed in the Major Duties/Areas of Responsibility and flesh out the details. Start by using the listed major area of responsibility and add the details necessary to make job expectations and products clear in each major area of responsibility) 1. Digital channel strategy & portfolio — define the role and proposition of app, web, self-service

kiosks, BYOD and emerging channels; manage channel roadmaps as one connected portfolio

rather than isolated platforms. 2. Ordering & checkout — own discovery-to-order journeys including store / service selection,

menu navigation, search, product configuration, cart, vouchers, promotions, checkout, payment

and order confirmation. 3. Customer experience & UX — establish experience principles, conduct customer research and

usability testing, simplify journeys and ensure accessibility and consistency across channels. 4. Conversion & growth — build a structured conversion-rate optimisation programme covering

funnel analytics, experimentation, personalisation, merchandising, recommendation, upsell /

cross-sell and repeat-order experiences.

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GPMO/JD/08012020

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5. Platform reliability & performance — jointly own customer-facing service quality with Digital,

including application performance, page / screen load time, crash rate, API latency, availability,

transaction failure and incident recovery. 6. Payments & transaction success — work with Payments, Finance and technology partners to

improve payment success, reduce avoidable transaction failures and optimise payment methods

and checkout flows. 7. Commerce platform capabilities — ensure digital products can consume and execute menu,

product, price, promotion, loyalty, customer, store and fulfilment rules consistently across

channels. 8. Omni-channel integration — connect digital ordering experiences with restaurant operations,

POS, kitchen / order management, delivery, customer care and third-party aggregator

ecosystems to create reliable end-to-end fulfilment. 9. Product analytics & measurement — maintain channel and funnel dashboards, define product

KPIs and measurement plans, quantify revenue impact and ensure decisions are evidence-

based. 10. Product delivery & operations — maintain transparent backlogs, prioritise work based on

customer and business value, manage releases, coordinate dependencies and ensure

documentation and operational readiness. 11. People leadership — recruit, coach and develop product managers and specialists; set

objectives, clarify product ownership and build strong product-management capability across the

team. 12. Vendor & partner management — manage external platforms, development partners and

specialist vendors against agreed roadmaps, service levels, costs and measurable outcomes.

6.0 Qualification Requirements (List each essential responsibility that the job holder must be able to perform satisfactorily to do the job successfully)

6.1 Specific Skills Requirements (List basic skills required for the position e.g. Leadership, Communication, Troubleshooting etc )

1. Strong digital product-management leadership across consumer-facing app, web or omni-channel

commerce platforms. 2. Demonstrated ability to own product strategy, roadmaps, prioritisation, discovery, delivery,

adoption and commercial performance across multiple digital products. 3. Strong understanding of e-commerce funnels and growth levers, including acquisition-to-order

conversion, cart and checkout optimisation, repeat usage, AOV, AOF and retention. 4. Hands-on understanding of UX / UI, customer research, experimentation, A/B testing, product

analytics and conversion-rate optimisation. 5. Strong understanding of digital commerce architecture and integrations, including APIs, POS /

order-management systems, menu and product data, promotion engines, loyalty, payments,

fulfilment and customer-data platforms. 6. Ability to use data to diagnose funnel leakage, prioritise opportunities and quantify business

impact. 7. Strong commercial acumen, with the ability to connect product decisions to revenue, margin,

customer and operational outcomes. 8. Ability to lead cross-functional teams across Business, Technology, Data, Operations, Marketing,

Finance and external partners. 9. Strong people-leadership capability, including coaching product managers, setting clear

accountability and building product-management discipline. 10. Strong vendor and partner-management skills, including commercial negotiation, delivery

governance and service-level management.

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GPMO/JD/08012020

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11. Excellent communication and stakeholder-management skills, including the ability to influence

senior leaders and make trade-offs transparent. 12. Professional proficiency in Bahasa Malaysia and English.

6.2 Formal Educational Requirement (List basic tertiary education required for the position e.g. Professional Certificate / Diploma / Degree / Masters Degree)

1. Bachelor’s degree in Business, Computer Science, Engineering, Digital Commerce, Information

Systems or a related field. 2. MBA or relevant master’s degree is preferred. 3. Product management, agile, UX, analytics or digital commerce certifications are advantageous.

6.3 Working Experience Requirement (List previous experience required for the position)

1. Extensive experience in digital product management, e-commerce, digital commerce platforms or

related product leadership roles. 2. Demonstrated experience leading multiple product managers / product owners or managing a

portfolio of consumer-facing digital products. 3. Proven track record of building and scaling high-transaction digital channels such as mobile apps,

web commerce, kiosks or other self-service ordering platforms. 4. Demonstrated success improving digital adoption, conversion, customer experience and

commercial outcomes through product and experimentation programmes. 5. Experience working with complex commerce ecosystems including payments, promotions,

loyalty, POS / order management, fulfilment and third-party integrations. 6. Experience in a consumer-scale business such as quick-service restaurants, retail, e-commerce,

travel, telecommunications, financial services or marketplaces is strongly preferred. 7. Experience managing external technology vendors, system integrators or platform providers. 8. Experience operating in a matrixed, multi-brand or multi-business environment is preferred. 9. Familiarity with the Malaysian or wider ASEAN digital consumer market is preferred.

6.4 Physical Demands (List physical requirement necessary for the person to successfully perform the essential functions of the job (if any) e.g. Physical Fitness / Ability etc)

1. This is primarily an office-based professional role involving regular computer-based work,

workshops and senior-stakeholder presentations. 2. Regular travel within the Klang Valley may be required for meetings, restaurant visits, customer

observation, testing and product rollout activities. 3. The role is expected to spend time in restaurants and other customer touchpoints to understand

real-world ordering behaviour and operational impact. 4. Periodic domestic or regional travel may be required.

7.0 Work Environment While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. 1. The role is based at the Group’s corporate office in Kuala Lumpur and sits within the Chief Data

Intelligence Officer division. 2. The role requires substantial collaboration with Brand Marketing, Operations, Digital, Data,

Customer Value Management, Finance, Payments and external partners.

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GPMO/JD/08012020

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3. The role operates in a fast-paced digital transformation environment with accountability for

customer-facing platforms that directly affect revenue and restaurant operations. 4. Product decisions are expected to be supported by customer evidence, product analytics and

clear commercial measures. 5. The role must be comfortable balancing growth, customer experience, operational feasibility,

platform reliability and technical sustainability. 6. The digital commerce portfolio will continue to evolve as the Group introduces new capabilities,

channels, brands and partnerships. 7. Success depends on building a strong team while influencing stakeholders and delivery teams

across the wider organisation.

JOB DESCRIPTION

GPMO/JD/08012020

Page 1 of 5

Department Data Management

Unit Data Platform & Governance

Position Title Head of Data Platform & Governance

1.0 Reporting Relationships

Reporting to Direct Superior Chief Data Intelligence Officer

Indirect Superior

Incumbents supervised Direct Subordinate Data architect, data engineers, data modelers data governance, data quality and master data teams

Indirect Subordinate

2.0 Job Summary / Position Description (Describe what the position does in one sentence)

1. The Head of Data Platform & Governance is responsible for building and managing the Group’s data foundation.

2. The role owns the enterprise data platform, data architecture, data engineering, master data, data quality, governance, privacy and AI-readiness across the Group’s brands and business units.

3. The Head of Data ensures that information from different systems, brands and channels is connected, accurate, secure and available to the teams that need it.

4. The role also provides the data and technical foundation required for analytics, artificial intelligence, personalisation, reporting and new data-driven business opportunities.

5. The key measures of success are whether employees can find and trust the data they need, whether data is used safely and responsibly, and whether the Group has the right foundation to scale its data and AI capabilities.

3.0 Major Duties / Areas of Responsibility (List the major areas covered by the position)

1. Lead the development and operation of the Group’s enterprise data platform and architecture. 2. Ensure reliable integration, processing and delivery of data across brands, systems, channels and business

units. 3. Establish trusted master data and unified views of key business entities, including customers, products,

stores, transactions and promotions. 4. Lead data governance, data quality, privacy, consent and regulatory compliance across the Group. 5. Build the data, technology and governance foundation required to support analytics, artificial intelligence

and machine-learning solutions. 6. Manage the performance, reliability, security and cost of the Group’s data platforms and technology

partners. 7. Build and lead the data architecture, engineering, modelling, governance, quality and master data teams. 8. Work with business, product, analytics and technology teams to ensure that data is trusted, accessible and

used effectively. 9. Represent data, platform and AI-readiness matters in divisional and executive governance forums. 10. Expand the Group’s data foundation to support new brands, partnerships, data sources and business

models.

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4.0 Primary Objectives (List the primary goals and objectives of the position for its overall contribution to the organization)

The Head of Data will be expected to deliver: 1. A clear enterprise data architecture and implementation roadmap. 2. A reliable and scalable enterprise data platform. 3. Trusted master data for priority business areas. 4. A unified customer and identity foundation across brands and channels. 5. Measurable improvements in data quality and availability. 6. Clear ownership, definitions and governance for priority data. 7. Effective privacy, consent and data-access controls. 8. An AI-ready platform and model-governance process. 9. Clear service levels for data pipelines and platform services. 10. Regular reporting on platform health, data quality, compliance, cost and AI readiness.

5.0 Specific Responsibilities of the Job (Take each of the items listed in the Major Duties/Areas of Responsibility and flesh out the details. Start by using the listed major area of responsibility and add the details necessary to make job expectations and products clear in each major area of responsibility)

5.1 Enterprise Data Platform and Architecture 1. Define and maintain the Group’s enterprise data architecture, technical standards and implementation

roadmap. 2. Design how data is collected, integrated, stored, processed and shared across the organisation. 3. Ensure the data platform supports reporting, analytics, data products, personalisation and AI use cases. 4. Ensure the platform is scalable enough to support growth in data volume, users, brands and business

requirements. 5. Maintain clear documentation of architecture decisions, technical standards and integration patterns. 6. Work with Group digital/technology, cybersecurity and infrastructure teams to ensure platform security,

resilience, backup and recovery.

5.2 Data Engineering and Operations 1. Lead the development and operation of data pipelines across priority source systems. 2. Ensure data is delivered accurately, completely and within agreed timelines. 3. Establish service levels for data availability, quality and freshness. 4. Monitor pipeline failures, delays and performance issues, and ensure they are resolved promptly. 5. Improve data-engineering standards, automation, testing, monitoring and documentation. 6. Ensure the data platform and pipelines are managed as reliable production services. 7. Establish appropriate incident-management and problem-resolution processes for data services.

5.3 Master Data and Identity Management

1. Establish trusted master records for customers, products, stores, suppliers, promotions and other important business areas.

2. Develop a consistent customer and identity foundation across brands, systems and channels. 3. Define the rules used to match, combine and maintain records from different source systems. 4. Establish clear ownership and processes for maintaining master data. 5. Ensure trusted records remain accurate when business processes or source systems change. 6. Work with business and product teams to prioritise the master data needed for key use cases.

5.4 Data Governance and Quality

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1. Establish and maintain the Group’s data governance framework. 2. Define clear ownership and accountability for priority data areas. 3. Establish common business definitions, data standards and naming conventions. 4. Build a consistent semantic foundation for reporting, analytics and data products. 5. Define and monitor data-quality measures for completeness, accuracy, consistency, timeliness and validity. 6. Work with data owners and stewards to investigate and resolve data-quality issues. 7. Establish appropriate data-access controls based on business need, confidentiality and risk. 8. Build and support a network of data owners and data stewards across the Group. 9. Report regularly on governance maturity, data quality, data access and remediation progress.

5.5 Privacy, Consent and Compliance

1. Ensure personal and sensitive data is collected, processed, stored and shared in accordance with applicable requirements.

2. Establish the Group’s consent-management architecture and data-consent standards. 3. Ensure customer consent and communication preferences are enforced across data, loyalty, marketing and

activation systems. 4. Support the handling of customer data-access, correction and deletion requests. 5. Maintain appropriate records, controls and evidence for internal and external audits. 6. Work closely with legal, compliance, cybersecurity and risk teams on data-related regulatory obligations. 7. Ensure new data-sharing, partnership and monetisation initiatives include privacy and compliance

requirements from the beginning. 8. Lead remediation programmes where gaps in privacy, consent or compliance are identified.

5.6 AI Enablement and Governance

1. Ensure that suitable, reliable and governed data is available for AI and machine-learning use cases. 2. Provide the platform capabilities required to develop, test, deploy and operate models. 3. Establish a consistent process for moving models from development into production. 4. Define documentation, review and approval requirements for AI models. 5. Establish standards for monitoring model performance, accuracy, risk and ongoing suitability. 6. Support model retraining, version control and retirement processes. 7. Develop responsible-AI standards in partnership with legal, risk, security, data science and product teams. 8. Ensure AI solutions are explainable, appropriately controlled and compliant with applicable requirements. 9. Report AI-readiness, model-governance and AI-related risks through the appropriate governance forums. 10. Support product and data science teams in bringing AI solutions into production safely and efficiently.

5.7 Platform Performance, Cost and Vendor Management

1. Monitor cloud consumption, platform performance and operating costs. 2. Identify opportunities to improve platform efficiency and control unnecessary expenditure. 3. Manage relationships with data-platform vendors, cloud providers and technology partners. 4. Support contract, licence and commercial negotiations. 5. Lead or contribute to build-versus-buy assessments for data capabilities. 6. Ensure technology investments are aligned with business priorities and deliver appropriate value. 7. Contribute to annual budget, investment and workforce planning for the data function. 8. Monitor vendor performance against agreed service levels and deliverables.

5.8 Leadership and Capability Development

1. Recruit, lead, coach and develop the data architecture, engineering, modelling, governance, quality and master data teams.

2. Define clear roles, responsibilities, performance expectations and career paths.

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3. Establish professional standards and consistent ways of working across the data function. 4. Support the development of data engineers and specialists working within other teams. 5. Build succession plans and reduce reliance on individual employees or external vendors. 6. Develop the team’s technical, commercial, governance and stakeholder-management capabilities. 7. Create a culture of accountability, collaboration, continuous improvement and operational discipline.

5.9 Stakeholder Management and Governance

1. Work closely with product, analytics, marketing, commerce, operations and finance teams to understand their data needs.

2. Translate business requirements into clear platform, engineering and governance priorities. 3. Manage dependencies and working arrangements with Group technology, cybersecurity, legal, procurement

and risk functions. 4. Represent the data function in divisional and executive governance forums. 5. Provide regular updates on platform health, data quality, compliance, cost, delivery progress and AI

readiness. 6. Explain technical, regulatory and risk matters in clear business language. 7. Escalate material data, platform, privacy or AI risks and recommend appropriate action.

5.10 Expansion of the Data Foundation 1. Assess the data requirements of new brands, partnerships, channels and business models. 2. Ensure new data sources are integrated using the Group’s agreed standards and architecture. 3. Extend master data, governance and quality controls into new business areas. 4. Prevent teams or business units from creating isolated data environments that duplicate existing

capabilities. 5. Ensure that new initiatives reuse the Group’s enterprise data foundation wherever practical. 6. Update the data roadmap as the Group’s strategy and priorities evolve.

6.0 Qualification Requirements (List each essential responsibility that the job holder must be able to perform satisfactorily to do the job successfully)

6.1 Specific Skills Requirements (List basic skills required for the position e.g. Leadership, Communication, Troubleshooting etc )

1. Strong knowledge of enterprise data architecture and modern cloud data platforms. 2. Strong understanding of data engineering, data integration and production operations. 3. Experience with data lakes, data warehouses, lakehouse platforms, streaming data and APIs. 4. Strong knowledge of master data management and customer identity resolution. 5. Strong understanding of data governance, data quality, metadata and business definitions. 6. Working knowledge of privacy, customer consent and data-protection requirements. 7. Understanding of how machine-learning models are deployed, monitored and maintained in production. 8. Familiarity with AI governance and responsible-AI practices. 9. Strong experience managing cloud costs, vendors, licences and build-versus-buy decisions. 10. Ability to lead technical and governance teams in a complex organisation. 11. Strong stakeholder-management skills across business and technology functions. 12. Ability to explain technical, regulatory and risk topics clearly to senior executives. 13. Professional proficiency in Bahasa Malaysia and English.

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6.2 Formal Educational Requirement (List basic tertiary education required for the position e.g. Professional Certificate / Diploma / Degree / Masters Degree)

1. Bachelor’s degree in Computer Science, Data Engineering, Software Engineering, or a related field. 2. A relevant master’s degree is preferred. 3. Relevant certifications in cloud architecture, data management, privacy, cybersecurity or AI governance are

advantageous.

6.3 Working Experience Requirement (List previous experience required for the position)

1. Extensive experience in data engineering, enterprise data platforms, data architecture or data management. 2. Several years of experience leading multidisciplinary data teams. 3. Demonstrated experience building or managing an enterprise data platform. 4. Experience supporting analytics, AI or machine-learning solutions in a production environment. 5. Experience establishing data governance, data quality or master data capabilities. 6. Experience managing privacy, consent or regulatory requirements. 7. Experience in a high-volume consumer business such as quick-service restaurants, retail, e-commerce,

telecommunications, financial services or banking. 8. Experience with customer, loyalty or transaction data is preferred. 9. Experience building or transforming a data function in an organisation where the capability was previously

limited. 10. Familiarity with the Malaysian or ASEAN market is preferred.

6.4 Physical Demands (List physical requirement necessary for the person to successfully perform the essential functions of the job (if any) e.g. Physical Fitness / Ability etc)

1. This is primarily an office-based professional role. 2. The role involves regular computer-based work and senior-stakeholder presentations. 3. Occasional travel within the Klang Valley may be required for meetings with Group teams, operating

locations and technology partners. 4. Periodic domestic or regional travel may be required. 5. Reasonable workplace accommodation will be supported.

7.0 Work Environment While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

1. The role is based at the Group’s corporate office in Kuala Lumpur and sits within the Chief Data Intelligence Office.

2. The role operates in a fast-paced transformation environment with regular accountability to senior executives.

3. The Head of Data must balance two responsibilities: expanding the Group’s data and AI capabilities while ensuring that data remains accurate, secure, compliant and trusted.

4. The scope of the role is expected to grow as the Group introduces new brands, partnerships, data sources and AI use cases.

5. The role works closely with product, analytics, marketing, commerce, operations, technology, cybersecurity, legal, finance and procurement teams.

6. Success requires strong leadership through both direct management and influence across the wider organisation.

JOB DESCRIPTION

GPMO/JD/08012020

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Department Data Intelligence

Unit Digital Commerce

Position Title Head, Digital Commerce Platforms & Products

1.0 Reporting Relationships

Reporting to Direct Superior Chief Data Intelligence Officer

Indirect Superior

Incumbents supervised Direct Subordinate Product Managers / Product Owners and digital

product specialists

Indirect Subordinate Cross-functional delivery teams and external

technology partners, as applicable

2.0 Job Summary / Position Description (Describe what the position does in one sentence) 1. Lead the Group’s digital commerce platforms and product portfolio across app, web, self-service

kiosks, bring-your-own-device (BYOD) and other emerging digital ordering channels, ensuring

they are easy to use, reliable and commercially effective.

2. Own the end-to-end product strategy, roadmap and performance of digital commerce

experiences across the businesses, from discovery and ordering through checkout, payment,

fulfilment and post-order experience. 3. Build and lead the digital commerce product team, establishing clear product ownership,

prioritisation, delivery and performance-management practices across channels. 4. Partner with Marketing, Data, Customer Value Management, Digital, Payments and external

vendors to continuously improve conversion, adoption, frequency, average order value and

customer experience. 5. The key measure of success is not only delivery of digital features, but sustained growth in digital

channel usage, transaction conversion, revenue and customer satisfaction while maintaining

platform reliability and scalability.

3.0 Major Duties / Areas of Responsibility (List the major areas covered by the position) 1. Own and continuously evolve the digital commerce product strategy and roadmap across app,

web, self-service kiosks, BYOD and future digital ordering touchpoints. 2. Drive growth in digital commerce adoption, conversion, transaction volume, revenue and

customer engagement across the businesses. 3. Build and lead a high-performing digital commerce product team with clear accountability for

product domains, channels and outcomes. 4. Optimise the end-to-end ordering journey, including discovery, menu, product selection, cart,

promotions, checkout, payment, order confirmation and fulfilment visibility. 5. Ensure digital commerce platforms are reliable, scalable, secure and integrated effectively with

restaurant, payment, loyalty, promotion, customer-data and fulfilment systems. 6. Establish a strong experimentation and optimisation engine using analytics, customer research,

A/B testing and funnel diagnostics to continuously improve performance.

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GPMO/JD/08012020

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7. Manage the digital commerce product lifecycle and technology partners, balancing customer

value, commercial impact, technical health, cost and speed to market.

4.0 Primary Objectives (List the primary goals and objectives of the position for its overall contribution to the organization) 1. Own the digital commerce vision, strategy and multi-year roadmap across all customer ordering

channels, aligned to the Group’s growth and digital ambitions. 2. Increase the share of transactions completed through owned and digitally enabled channels by

making ordering simpler, faster, more reliable and more valuable for customers. 3. Improve commercial performance through higher traffic-to-order conversion, repeat usage,

average order frequency, average order value and cross-sell / upsell effectiveness. 4. Create a consistent omni-channel commerce experience while allowing channel-specific journeys

to reflect customer context and operational needs. 5. Lead product discovery and prioritisation with business owners, translating customer problems

and commercial opportunities into clear product requirements, business cases and delivery

roadmaps. 6. Own the end-to-end product lifecycle from discovery and business case through design, build,

launch, adoption, optimisation and retirement. 7. Establish and manage product KPIs by channel, including active users, adoption, conversion,

funnel leakage, payment success, order completion, repeat usage, customer satisfaction, uptime

and commercial value. 8. Build a disciplined CRO and experimentation practice, using behavioural analytics, customer

research and controlled experiments to identify and remove friction from the ordering journey. 9. Partner closely with Digital and architecture teams to improve platform performance, reliability,

scalability, integration quality, technical debt and release effectiveness. 10. Ensure effective integration with loyalty, CRM, promotions, pricing, menu / product master data,

payments, restaurant systems, delivery / aggregator platforms and customer-data capabilities. 11. Lead, coach and develop the digital commerce product team, creating clear ownership across

product domains and strong product-management standards. 12. Manage strategic vendors and technology partners, ensuring delivery quality, commercial

discipline, service levels and alignment to the Group’s product roadmap. 13. Report product performance, risks, roadmap progress and value realisation through the agreed

executive governance forums.

5.0 Specific Responsibilities of the Job (Take each of the items listed in the Major Duties/Areas of Responsibility and flesh out the details. Start by using the listed major area of responsibility and add the details necessary to make job expectations and products clear in each major area of responsibility) 1. Digital channel strategy & portfolio — define the role and proposition of app, web, self-service

kiosks, BYOD and emerging channels; manage channel roadmaps as one connected portfolio

rather than isolated platforms. 2. Ordering & checkout — own discovery-to-order journeys including store / service selection,

menu navigation, search, product configuration, cart, vouchers, promotions, checkout, payment

and order confirmation. 3. Customer experience & UX — establish experience principles, conduct customer research and

usability testing, simplify journeys and ensure accessibility and consistency across channels. 4. Conversion & growth — build a structured conversion-rate optimisation programme covering

funnel analytics, experimentation, personalisation, merchandising, recommendation, upsell /

cross-sell and repeat-order experiences.

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GPMO/JD/08012020

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5. Platform reliability & performance — jointly own customer-facing service quality with Digital,

including application performance, page / screen load time, crash rate, API latency, availability,

transaction failure and incident recovery. 6. Payments & transaction success — work with Payments, Finance and technology partners to

improve payment success, reduce avoidable transaction failures and optimise payment methods

and checkout flows. 7. Commerce platform capabilities — ensure digital products can consume and execute menu,

product, price, promotion, loyalty, customer, store and fulfilment rules consistently across

channels. 8. Omni-channel integration — connect digital ordering experiences with restaurant operations,

POS, kitchen / order management, delivery, customer care and third-party aggregator

ecosystems to create reliable end-to-end fulfilment. 9. Product analytics & measurement — maintain channel and funnel dashboards, define product

KPIs and measurement plans, quantify revenue impact and ensure decisions are evidence-

based. 10. Product delivery & operations — maintain transparent backlogs, prioritise work based on

customer and business value, manage releases, coordinate dependencies and ensure

documentation and operational readiness. 11. People leadership — recruit, coach and develop product managers and specialists; set

objectives, clarify product ownership and build strong product-management capability across the

team. 12. Vendor & partner management — manage external platforms, development partners and

specialist vendors against agreed roadmaps, service levels, costs and measurable outcomes.

6.0 Qualification Requirements (List each essential responsibility that the job holder must be able to perform satisfactorily to do the job successfully)

6.1 Specific Skills Requirements (List basic skills required for the position e.g. Leadership, Communication, Troubleshooting etc )

1. Strong digital product-management leadership across consumer-facing app, web or omni-channel

commerce platforms. 2. Demonstrated ability to own product strategy, roadmaps, prioritisation, discovery, delivery,

adoption and commercial performance across multiple digital products. 3. Strong understanding of e-commerce funnels and growth levers, including acquisition-to-order

conversion, cart and checkout optimisation, repeat usage, AOV, AOF and retention. 4. Hands-on understanding of UX / UI, customer research, experimentation, A/B testing, product

analytics and conversion-rate optimisation. 5. Strong understanding of digital commerce architecture and integrations, including APIs, POS /

order-management systems, menu and product data, promotion engines, loyalty, payments,

fulfilment and customer-data platforms. 6. Ability to use data to diagnose funnel leakage, prioritise opportunities and quantify business

impact. 7. Strong commercial acumen, with the ability to connect product decisions to revenue, margin,

customer and operational outcomes. 8. Ability to lead cross-functional teams across Business, Technology, Data, Operations, Marketing,

Finance and external partners. 9. Strong people-leadership capability, including coaching product managers, setting clear

accountability and building product-management discipline. 10. Strong vendor and partner-management skills, including commercial negotiation, delivery

governance and service-level management.

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11. Excellent communication and stakeholder-management skills, including the ability to influence

senior leaders and make trade-offs transparent. 12. Professional proficiency in Bahasa Malaysia and English.

6.2 Formal Educational Requirement (List basic tertiary education required for the position e.g. Professional Certificate / Diploma / Degree / Masters Degree)

1. Bachelor’s degree in Business, Computer Science, Engineering, Digital Commerce, Information

Systems or a related field. 2. MBA or relevant master’s degree is preferred. 3. Product management, agile, UX, analytics or digital commerce certifications are advantageous.

6.3 Working Experience Requirement (List previous experience required for the position)

1. Extensive experience in digital product management, e-commerce, digital commerce platforms or

related product leadership roles. 2. Demonstrated experience leading multiple product managers / product owners or managing a

portfolio of consumer-facing digital products. 3. Proven track record of building and scaling high-transaction digital channels such as mobile apps,

web commerce, kiosks or other self-service ordering platforms. 4. Demonstrated success improving digital adoption, conversion, customer experience and

commercial outcomes through product and experimentation programmes. 5. Experience working with complex commerce ecosystems including payments, promotions,

loyalty, POS / order management, fulfilment and third-party integrations. 6. Experience in a consumer-scale business such as quick-service restaurants, retail, e-commerce,

travel, telecommunications, financial services or marketplaces is strongly preferred. 7. Experience managing external technology vendors, system integrators or platform providers. 8. Experience operating in a matrixed, multi-brand or multi-business environment is preferred. 9. Familiarity with the Malaysian or wider ASEAN digital consumer market is preferred.

6.4 Physical Demands (List physical requirement necessary for the person to successfully perform the essential functions of the job (if any) e.g. Physical Fitness / Ability etc)

1. This is primarily an office-based professional role involving regular computer-based work,

workshops and senior-stakeholder presentations. 2. Regular travel within the Klang Valley may be required for meetings, restaurant visits, customer

observation, testing and product rollout activities. 3. The role is expected to spend time in restaurants and other customer touchpoints to understand

real-world ordering behaviour and operational impact. 4. Periodic domestic or regional travel may be required.

7.0 Work Environment While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. 1. The role is based at the Group’s corporate office in Kuala Lumpur and sits within the Chief Data

Intelligence Officer division. 2. The role requires substantial collaboration with Brand Marketing, Operations, Digital, Data,

Customer Value Management, Finance, Payments and external partners.

JOB DESCRIPTION

GPMO/JD/08012020

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3. The role operates in a fast-paced digital transformation environment with accountability for

customer-facing platforms that directly affect revenue and restaurant operations. 4. Product decisions are expected to be supported by customer evidence, product analytics and

clear commercial measures. 5. The role must be comfortable balancing growth, customer experience, operational feasibility,

platform reliability and technical sustainability. 6. The digital commerce portfolio will continue to evolve as the Group introduces new capabilities,

channels, brands and partnerships. 7. Success depends on building a strong team while influencing stakeholders and delivery teams

across the wider organisation.