E-COMMERCE OPERATIONS MANAGER

Key Responsibilities

1. E-Commerce Operations Management

• Oversee the day-to-day operations of the company's online stores and e-commerce platforms.
• Manage product listings, pricing, product descriptions, images, promotions, and stock availability.
• Ensure the accuracy and completeness of product information across all online sales channels.
• Monitor orders, payments, shipping, returns, refunds, and order fulfillment.
• Develop standard operating procedures to improve e-commerce efficiency and service quality.

2. Sales Growth and Business Development

• Develop and implement strategies to achieve monthly and annual online sales targets.
• Identify opportunities to expand the company's online market reach and customer base.
• Manage promotional campaigns, discount strategies, and marketplace activities.
• Analyze sales trends and customer purchasing behavior to improve conversion rates.
• Coordinate with the Sales and Marketing teams to maximize revenue and profitability.

3. Marketplace and Platform Management

• Manage online selling platforms such as Shopee, Lazada, TikTok Shop, the company's website, and other relevant marketplaces, as applicable.
• Monitor marketplace performance, platform policies, seller ratings, and account health.
• Coordinate platform campaigns, product visibility initiatives, and advertising activities.
• Ensure compliance with marketplace requirements and applicable business regulations.

4. Inventory and Order Fulfillment

• Coordinate with Warehouse, Procurement, and Logistics teams to maintain accurate inventory records.
• Monitor stock levels and prevent overselling, stockouts, and delayed deliveries.
• Ensure timely processing, packing, dispatch, and delivery of customer orders.
• Investigate order discrepancies, damaged items, returns, and fulfillment issues.
• Recommend inventory replenishment based on sales forecasts and demand patterns.

5. Customer Experience Management

• Oversee customer inquiries, complaints, product concerns, returns, and after-sales support.
• Establish service standards for response times, order accuracy, and issue resolution.
• Monitor customer reviews, ratings, and feedback to identify improvement opportunities.
• Coordinate with relevant departments to resolve customer concerns promptly.

6. Performance Monitoring and Reporting

• Prepare daily, weekly, and monthly e-commerce performance reports.
• Track sales revenue, gross profit, conversion rates, average order value, advertising costs, and return rates.
• Analyze marketplace fees, shipping costs, promotional expenses, and other operating costs.
• Develop dashboards and reports for management review.
• Recommend corrective actions to address performance gaps and improve profitability.

7. Team Leadership and Coordination

• Supervise and develop the e-commerce operations team.
• Establish individual and team performance targets and KPIs.
• Coordinate with Accounting, Finance, Procurement, Warehouse, Logistics, IT, and Marketing.
• Conduct regular performance reviews and implement process improvements.

Pay: Php40,000.00 - Php55,000.00 per month

Work Location: In person