Shiji Group is a multi-national technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail and entertainment industries, ranging from hospitality technology platforms, hotel management solutions, food and beverage and retail systems, payment gateways, data management, online distribution and more.
Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants and 600,000 retail outlets.
With the benefit of investment partners such as Alibaba, Shiji develops a network of cloud technology platforms that facilitate data exchange by connecting businesses vertically and horizontally across related industries. The importance of cross-industry integration to connect all levels of the supply chain, from guests, to distributors and suppliers of all types is a critical part of our mission. Our goal is to facilitate the transition to fully integrated systems for our clients through a network of platforms that communicate securely and easily so our clients can focus on their core competencies of serving their guests.
Key Objectives
To work with existing and potential Shiji Enterprise Platform customers to achieve ongoing revenue opportunities. Liaise with other members of Shiji to ensure effective and efficient coordination between departments, entities and sister companies in support of business development and sales.
To represent qualified customer requirements and business plans to Shiji management for inclusion in development plans.
To develop a trusted relationship with customer’s corporate management team and end-users, and to provide technical consulting to customers in order to identify solutions and functionalities fulfilling their business need.
To be the information hub that provides product knowledge to customers; and knowledge on customers’ eco-system, integration points and business practices and requirements to internal Shiji teams.
Role & Responsibilities
To be the first point of contact of customer inquiries. To effectively triage inquiries & requests and coordinate with the appropriate teams to achieve a resolution.
To develop a deep understanding of the customer’s technical and business challenges, and provide technical consulting to identify suitable solutions to address their business need.
To lead requirement and other discussions with the customer and offer high quality, high value solution consultancy.
To serve as a knowledge hub for internal product management and technical teams to better understand the customer operations and business needs.
To ensure customer technical, product and business requirements are qualified, scoped and documented for the Enterprise Platform teams, and for 3rd party integrations projects when necessary.
To represent qualified customer business plans to the Enterprise Platform management for inclusion in development plans and strategic alignment.
To lead & coordinate product update and marketing efforts via meetings, presentations and workshops.
To provide regular project update to internal and customer senior management.
To work closely with Shiji project managers to develop project plans with customers and effectively communicate around these plans the progress of development, delivery and implementation. Provide transparent reporting of project status at any time.
To work with Shiji international offices and the customer to ensure alignment and consistency of delivery plans for project implementation, education, standardisation and quality control with seamless transition to support.
Experience & Attributes
Bachelor’s degree in a related field or a master’s degree in hospitality management a plus.
Swift learner. Ability to quickly pick up product & technical knowledge and effectively explain to business users is essential.
Ability to thrive under pressure and handle challenging conversations is essential to the success of the role.
Flexibility and adaptability in a fast changing environment.
Possess strong prioritisation skills to effectively manage multiple tasks and deadlines, ensuring that high-value initiatives are delivered on time and with excellence.
Expertise in hospitality management systems products, technology and industry trends. Experience in working with software development / product management teams is highly desirable.
Networking skills, with the ability to build a trusted partnership and manage stakeholders with different goals.
Exposure to a customer-focused, high-end services business model.
Ability to work independently with little direct supervision.
Be tech-savvy, with the ability to positively influence users to adopt new solutions and technology.
High energy with proven ability to lead and operate in a global marketplace.
Ability to work with geographically distributed systems and culturally diverse work-groups and teams.
Ability to travel internationally as needed.
Fluent in both written and verbal English is mandatory, proficiency additional languages is a plus.
Professional Skills
Ability to apply critical thinking in both internal and customer facing discussions. Be willing to raise questions about the status quo in a constructive manner.
Adapts a leadership style to fit different situations, and focuses individual and group energies on appropriate key objectives. Inspires others to achieve a shared vision.
Excellent consulting, communication and customer management skills. Expresses and articulates key elements of ideas or concepts in a logical, descriptive, and comprehensible manner. Anticipates reactions and responds appropriately.
Excellent team player with strong interpersonal and relationship building abilities. Capability to liaise with various internal and external stakeholders at different levels in the organisation.
Displays strong tenacity and drive to see things through to successful conclusion. Demonstrates a sense of urgency, a propensity for action, and confidence in the likely success of plans and initiatives. Delivers results that meet or exceed expectations.
Strong ability to identify and understand the root cause of issues, and coordinate with teams to address the issues appropriately.
Takes ownership of and resolves complex problems in a way that demonstrates balanced judgment. Develops creative workarounds and solutions for many problems within appropriate timeframes.
Ability to participate in multiple activities simultaneously and manage a wide variety of tasks with priorities and goals.
Ability to secure commitment for change initiatives and effectively address any concerns.
Good knowledge in collaboration tools such as Jira, Confluence and Smartsheet.
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