e-Commerce Operation Manager

1. Role Overview

Oversee daily operations across marketplaces (Shopee, Lazada, etc.), Shopify site, SNS channels, and chat/CRM operations.

This role ensures smooth execution of listings, promotions, fulfilment coordination, customer engagement, website operations, digital advertising performance, and AI-driven workflow innovation

2. Key Responsibilities (SOW)

A. Marketplace Operations (Shopee / Lazada / others)

• Manage daily operations for official stores on Shopee, Lazada, and other emerging marketplaces.
• Maintain and optimize product listings, pricing, stock accuracy, variations, and categorization.
• Coordinate with internal teams (merchandising, supply chain, finance) for stock allocation and promotion calendars.
• Ensure execution of campaign submissions, vouchers, bundles, affiliate settings, cashback, and mega sale readiness.
• Monitor store health, cancellation rates, return rates, customer reviews, and seller rating KPIs.
• Analyze marketplace performance and implement actions to increase conversion and revenue.

B. Website Management (Shopify)

• Manage daily operations of the Shopify store, including

• Product uploads and content updates

• Homepage / landing page Design & updates
• Collection management
• Promotion setup (discounts, automatic rules, upsell, cross-sell)
• Ensure consistency of product data across website and marketplaces.
• Collaborate with UX/UI and marketing for website improvements and CRO (conversion rate optimization).
• Monitor website analytics (GA4, Shopify Analytics) to identify improvement opportunities.
• Coordinate with development/vendor teams for technical requests or enhancements.

C. Chat Management / Customer Engagement

• Manage chat operations across platforms (Marketplace chat, Shopify chat, LINE OA, FB Messenger, Instagram DM).
• Maintain high-quality customer service standards, including SLA, response time, and conversion-focused chat replies.
• Train and oversee AI-assisted chat tools (ChatGPT/AI Agent) to automate repetitive responses. (In the future)
• Improve chat scripts, FAQs, and automated flows to boost conversion and reduce manual workload.

D. SNS Channel Management (FB, IG, TikTok, X, etc.)

• Plan & oversee daily posting, content coordination, and performance monitoring of SNS platforms.
• Work with Agency, teams and influencers for content planning and brand alignment.
• Ensure campaign creatives align with sales calendars and product launches.
• Track KPI performance: reach, engagement, follower growth, ROAS (when applicable).

E. Advertising Performance Management & Agency Collaboration

• Plan, coordinate, and optimize ads across:

• Facebook/Instagram Ads

• TikTok Ads
• Google Ads (SEM, Display, YouTube)
• CPAS (Collaborative Performance Advertising Solutions)
• Marketplace Ads (Shopee Ads, Lazada Sponsored Solutions)
• Review campaign data with agencies and propose optimization actions.
• Implement performance dashboards for ROAS, conversion rate, CAC, and cost per purchase.
• Ensure full integration of Pixel, CAPI, GA4, and marketplace tracking.

F. AI Capability & Automation

• Utilize AI agents, ChatGPT, automation tools, and other AI systems to enhance EC operations.

• Improve workflows such as:

• Automated product copy

• Chatbot responses
• Report generation
• Ad creative variations
• Content planning
• Proactively propose new AI-driven initiatives to increase efficiency and reduce manual tasks.

G. EDM Management

• Prepare and schedule EDM campaigns using brand guidelines.
• Coordinate with merchandising for product selections and price accuracy.
• Track EDM performance metrics (CTR, OR, CVR) and optimize future sends.

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## Qualification & Requirement

## A. Core Qualifications
- 2+ years' experience in e-commerce operations manager (marketplace + ).
- Strong understanding of Shopee / Lazada seller tools, campaign systems, and analytics.
- Hands-on experience with Shopify, Zendesk and website content management.
- Knowledge of SNS platforms and social commerce.
- Ability to read and interpret data for decision-making (GA4, Meta Ads Manager, marketplace data).
- Experience collaborating with creative and advertising agencies.
- Familiarity with CPAS, Meta Ads, TikTok Ads, and Google Ads.

B. Technical Skills

• Experience with AI tools (ChatGPT, Claude, Midjourney, Perplexity, AI automations).
• Intermediate Excel/Google Sheets for reporting.
• Basic understanding of HTML / CSS (a plus).
• Ability to work with API/automation tools is a plus.

C. Soft Skills

• Strong project management and communication skills.
• High attention to detail and accuracy.
• Comfortable working in fast-paced, multi-brand environments.
• Proactive problem solver with ownership mindset.

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