James Ho

Director, Head of Ecommerce @99 Ranch Market

Tawa (“99 Ranch Market”) is a 39-year leading Asian food and Grocery retailer in the U.S. with 70 locations & employees Report directly to CEO as the head of eCommerce to build the new retail platform and ominichannel from beginning to end, including zero-based budgeting, business operations plan, sales forecasting, digital marketing strategy, user experience research, customer service process, mobile application development, and supply chain logistics Start up a 40+ people (5 managers with 35 FTE) cross-functional team across multiple time frames, including the East Coast P&L team, West Coast P&L team, and mainland China engineering team, to initiate TAWA\'s digital transformation strategy; the entire e-commerce ecosystem involves direct/indirect 200+ headcounts. Blueprint TAWA eCommerce and its owned marketplace startup a long-term 5-year roadmap, targeting the incremental GMV from 6-digit to 8-digit as the 20% contribution of the group revenues in 2025 which is the group\'s top priority Partner with Instacart, Doordash, Shipt, Uber, Shopify, and FedEx to establish the TAWA eCommerce Online-to-offline and business-to-consumer shopping and last-mile ecosystem Lead the data and engineering team to focus on the buried point of the critical data, intensify the key metrics of the customer journey, and optimize the visualized dashboard in the daily/monthly reporting cycle Integrate the insights from the data to improve the operational side by implementing the lean and Kaizen methodology (over orders), enhancing the customer retention rate by 30% and overall customer rating from 2.8 to 4.0 (out of 5) Optimize the product development cycle by using agile development and sprint planning on the different phases of debugging, user-acceptance testing, and stress test, shortening the average cycle of mobile app update/release from quarterly to monthly base