Key Responsibilities
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Marketplace Operations: Own the day-to-day store operations across Shopee, Lazada, Zalora, and TikTok Shop, ensuring strong execution across assortment readiness, pricing accuracy, stock availability, product content, store hygiene, fulfilment SLAs, returns, cancellations, and customer-facing operational standards.
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Campaign & Mega-Day Readiness: Lead operational planning and execution for key campaigns, double-digit mega days, sale events, and platform activations. Coordinate pricing, vouchers, stock, campaign mechanics, content uploads, store checks, and issue resolution to ensure campaigns go live accurately and on time.
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Store Setup & Platform Development: Support new store launches, platform enhancements, operational workflows, seller tools, product feeds, integrations, storefront improvements, and new marketplace capabilities. Translate platform requirements into clear internal processes and scalable execution standards.
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Customer Service Management: Manage customer service operations across marketplaces and brand site channels, ensuring response timeliness, resolution quality, escalation handling, CSAT, refund and return queries, and service consistency. Partner with CS vendors and internal stakeholders to deliver a premium, brand-aligned customer experience.
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Process, KPI & Continuous Improvement: Track operational and service KPIs including fulfilment performance, cancellation rate, return rate, SLA adherence, response time, CSAT, complaint themes, and issue recurrence. Identify root causes, recommend corrective actions, and implement process improvements to reduce friction and improve execution quality.
