Job Summary

The E-Commerce Manager is responsible for overseeing the company's online sales operations, ensuring the growth and profitability of all e-commerce channels. This role manages online marketplaces, develops sales strategies, coordinates with internal teams, analyzes business performance, and drives continuous improvement in customer experience and revenue.

Key Responsibilities

E-Commerce Operations

• Manage the daily operations of all e-commerce platforms (e.g., TikTok Shop, Shopee, Lazada, and company website).
• Ensure product listings are accurate, optimized, and updated with correct pricing, descriptions, and inventory.
• Monitor platform health, order fulfillment, cancellations, returns, and customer satisfaction.
• Coordinate with warehouse and logistics teams to ensure timely order processing and delivery.

Sales & Business Growth

• Develop and execute strategies to increase online sales, traffic, and conversion rates.
• Set monthly and quarterly sales targets and monitor team performance.
• Identify new opportunities for business expansion and product growth.
• Monitor competitor activities, pricing strategies, and market trends.

Marketing & Campaign Management

• Plan and oversee promotional campaigns, platform-wide sales events, vouchers, and flash sales.
• Collaborate with the marketing team to optimize digital advertising and social media promotions.
• Work closely with Live Selling, Affiliate, and KOL/KOC teams to maximize campaign performance.

Team Management

• Supervise and mentor E-Commerce staff, Account Handlers, Customer Service Representatives, and related personnel.
• Assign tasks, monitor productivity, and conduct performance evaluations.
• Ensure compliance with company policies and operational standards.

Performance Analysis & Reporting

• Analyze sales performance, customer behavior, and operational KPIs.
• Prepare daily, weekly, and monthly reports for management.
• Recommend data-driven strategies to improve sales, customer retention, and operational efficiency.

Customer Experience

• Ensure prompt resolution of customer concerns and escalations.
• Monitor customer feedback, ratings, and reviews to maintain excellent seller performance.

Qualifications

• Bachelor's degree in Business Administration, Marketing, E-Commerce, Management, or a related field.
• Strong knowledge of TikTok Shop, Shopee, Lazada, and other online selling platforms.
• Experience managing online campaigns, promotions, and marketplace operations.
• Proficient in Microsoft Excel, Google Sheets, and data analysis.
• Excellent leadership, communication, and organizational skills.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, target-driven environment.

Preferred Qualifications

• Experience in the live selling or social commerce industry.
• Knowledge of inventory management systems and ERP software.
• Experience handling digital advertising and marketplace marketing tools.

Key Performance Indicators (KPIs)

• Achievement of sales and revenue targets.
• Growth in platform traffic and conversion rates.
• Order fulfillment accuracy and on-time delivery.
• Customer satisfaction ratings and seller performance metrics.
• Campaign ROI and promotional effectiveness.
• Team productivity and operational efficiency.