At a Glance: Chow Sang Sang, a luxury jewelry retailer with 870 stores across Asia, needed engineers and digital specialists in Malaysia to support its e-commerce expansion. Offshore hiring through Second Talent cut labour costs by 70%, improved e-commerce efficiency by 30%, and removed roughly half the workload of a full-time HR role.
Company Background
Chow Sang Sang is a leader in the luxury jewelry sector, with 870 stores and 10,000 employees across Asia. Known for its omni-channel retailing, the company integrates physical stores with a strong e-commerce presence to offer a seamless shopping experience.
To support its digital expansion, Chow Sang Sang set out to hire skilled engineers and digital specialists in Malaysia, with the aim of lifting online engagement, improving efficiency, and reaching new markets.
Challenges Faced
1. Limited local engineering talent with e-commerce expertise
Finding local employees who combined the technical skills with an understanding of the luxury jewelry market proved difficult.
2. Lack of market-specific insights
As Chow Sang Sang grew its global e-commerce presence, it needed deeper insight into local markets to tailor its marketing and product strategies.
Solutions Delivered by Second Talent
Expanding into offshore markets gave Chow Sang Sang access to a far broader pool of skilled candidates than the local market offered, and hiring there produced a 70% reduction in labour costs that made the digital roadmap affordable.
The new hires streamlined e-commerce workflows, reduced errors, and improved customer service efficiency by 30%. Second Talent also gave the company better visibility into offshore skillsets, so hiring decisions were made against a clear picture of what was available in each market.
Payroll and benefits administration were handled by Second Talent, saving the equivalent of half a full-time HR role. The flexible hiring model let the company scale its workforce up or down quickly as business needs shifted.
Results Achieved
Chow Sang Sang now runs its Malaysian e-commerce operation at a fraction of its previous cost, with a workforce it can resize on demand and a wider talent pool to draw from. The combination strengthened its market presence in luxury e-commerce and gave the digital team room to keep expanding.
Key Outcomes
- Cost savings: Offshore hiring delivered a 70% reduction in labour costs, freeing budget for digital investment.
- Operational efficiency: Streamlined e-commerce workflows reduced errors and improved customer service efficiency by 30%.
- Outsourced HR: Payroll and benefits administration handled end to end, saving 50% of a full-time role.
- Expanded talent pool: Access to a broader supply of high-quality candidates than the local market could provide.
- Agile scaling: A flexible hiring model allowing quick workforce changes in response to market demand.
“With Second Talent’s strategic assistance, we’ve leveraged offshore hiring to transform our operational landscape, achieving a 70% reduction in labor costs and enhancing our e-commerce efficiency by 30%. This pivotal move not only provided us with deeper insights into global talent but also allowed us to scale our workforce flexibly and swiftly, adapting to market demands seamlessly. Thanks to these changes, we’ve expanded our reach and intensified our market presence, setting a new standard in the competitive luxury e-commerce arena.”
Fai Leung, Head of Ecommerce and Associate Director, Chow Sang Sang
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